Global Support & SLA Management in Broadcom Contracts
Introduction – Why Global Support Negotiation Matters
Broadcom’s recent acquisitions (like VMware in 2023 and Symantec’s Enterprise division in 2019) have made it a dominant provider of enterprise software. However, along with these acquisitions come changes in how support is delivered.
Many organizations assume their global support will continue “as usual,” only to find Broadcom’s default contracts often downplay specific service-level details.
This can leave critical gaps – especially for global enterprises that operate 24/7 across multiple regions.
In short, without explicitly negotiating global support terms, an enterprise risks service slowdowns or downtime in certain regions or time zones. Read our comprehensive guide, Managing Broadcom Licenses Globally: Compliance, Currency, and Regional Considerations.
Why is this important?
Consider that VMware and Symantec historically had strong worldwide support networks, with regional support centers and teams that understood local needs. If those legacy support structures are consolidated under Broadcom, you could lose some local expertise or responsiveness.
Your users in Asia or Europe might suddenly find themselves waiting until U.S. business hours for help if the contract isn’t crystal-clear on global coverage.
For CIOs, procurement leaders, and legal teams, locking in robust global support Service Level Agreements (SLAs) is not just a technicality – it’s essential to ensure reliable service delivery everywhere your business operates.
This advisory article explains how to negotiate and manage Broadcom’s global support SLAs effectively.
We’ll explore Broadcom’s post-acquisition support model, key elements every global SLA should include, and strategies to secure consistent, high-quality support worldwide for Broadcom products (with an emphasis on VMware and Symantec products).
The goal is to empower you with insider tips to protect your organization’s interests in these contracts.
Understanding Broadcom’s Support Structure
Broadcom’s approach to support has evolved as it has integrated companies like CA Technologies, Symantec, and VMware.
Historically, companies like VMware and Symantec provided regionally distributed support – for example, VMware operated major support centers in Palo Alto (Americas), Cork (EMEA), and Bangalore (APAC) to offer true follow-the-sun assistance.
Symantec similarly leveraged regional support teams and local partners to service customers worldwide. Customers were accustomed to a certain level of localized, high-touch support from these vendors.
Under Broadcom, support is being streamlined and unified. Broadcom often consolidates support into a single, centralized structure rather than maintaining separate legacy support organizations for each acquired product line.
In practice, this means you might be dealing with a single Broadcom support portal and team for all your products, rather than distinct VMware or Symantec support representatives. Broadcom’s philosophy emphasizes efficiency and cost management, which can translate to leaner support staffing and standardized processes.
A common pattern is the “unified support” agreement, where Broadcom may encourage a customer to sign a single support contract covering all Broadcom products they use, rather than multiple product-specific support contracts.
This unified support model can simplify vendor management, but it also risks a one-size-fits-all approach.
Unless you negotiate carefully, you might end up with global support that defaults to Broadcom’s standard (which could be U.S.-centric and baseline) rather than the tailored, regional support you require.
Another factor is coverage hours and regional presence. Broadcom’s standard support might not automatically guarantee 24/7 help worldwide.
For example, many companies have discovered that default Broadcom support could be focused on core U.S. business hours, with after-hours help being slower or on an on-call basis.
Suppose Broadcom has reduced the number of support centers or staff in certain regions (as was seen after the Symantec acquisition, where support for smaller customers was significantly scaled back).
In that case, a global enterprise needs to proactively fill that gap in the contract.
In essence, Broadcom’s support structure post-acquisition tends to prioritize large, high-value customers and centralize operations. Regional nuances or smaller offices can fall through the cracks if not addressed. This makes it essential to clearly outline global support expectations in writing.
Finally, understand that Broadcom’s “unified” approach also means your support quality can depend on your overall relationship and spending.
Broadcom famously focuses on Global 2000 enterprises; if you are one, they will certainly assign account managers and maybe even dedicated support teams for you – but only if you negotiate those perks.
In a standard contract, you shouldn’t assume you’ll have the same level of attention that VMware or Symantec provided by default.
The takeaway: assume nothing – explicitly negotiate everything when it comes to support structure and coverage.
Key Elements of a Global SLA
When crafting a global support SLA with Broadcom, ensure the fundamentals of worldwide coverage and responsiveness are clearly defined.
Here are the key elements your global SLA should include:
- 24/7 Critical Issue Coverage: For any Severity 1 (“Sev 1”) or critical outages, support must be available 24 hours a day, 7 days a week, year-round. There should be no blackout periods. The SLA should state that a live support engineer will respond within a very short time (e.g., 1 hour or less) to any Sev 1 issue, regardless of when it is reported, and regardless of the region. This guarantees that if you have a major incident at 2:00 AM in London or on a Sunday in Tokyo, Broadcom will respond immediately, not the next business day in the US.
- Follow-the-Sun Support Model: Insist on a follow-the-sun support model where your issues can be seamlessly handed off between Broadcom’s regional support centers. This means if a problem isn’t resolved during EMEA daytime, the Broadcom team will transition it to their Americas team as EMEA goes off duty, and then onto APAC as the Earth turns. The goal is continuous progress on your case. The SLA should outline that support works around the clock by transferring tickets to an active region’s team, rather than waiting idle. This prevents delays during off-hours and ensures a truly global response capability.
- Multi-Language Support: If your operations include non-English-speaking regions (such as Europe, Asia, or Latin America), ensure the SLA addresses multi-language support. Enterprises often require technical support in languages such as Spanish, French, Japanese, and Mandarin, especially for frontline IT staff in local offices. Broadcom should commit to providing support in the major business languages relevant to your user base – whether through native speakers on staff or via real-time translation services. The contract might specify, for example, that during local business hours, support will be available in German for your German offices, or that critical issues can be handled with bilingual engineers. This is crucial for effective communication and faster resolution in those regions.
- Regional Escalation Contacts: Global companies should establish local or regional support contacts for escalation purposes. In practice, this could mean Broadcom designates an EMEA support lead and an APAC support lead for your account, in addition to the primary support manager (often US-based). The SLA can list specific contacts or, at the very least, titles/roles that serve as escalation points in each region. Why does this matter? Because in a crisis, you don’t want to be scrambling to find someone who understands the context of your European data center outage. A named regional escalation path ensures that if an issue isn’t getting resolved quickly, you can immediately involve someone with authority in that region’s support hierarchy (and who operates in a similar time zone). It also demonstrates Broadcom’s commitment to maintaining a regional focus, rather than funneling everything through a single global queue.
Each of these elements reinforces a single principle: regardless of where or when an issue arises, Broadcom’s support will be there to handle it with the same urgency and proficiency.
When reviewing a Broadcom support proposal, use the above list as a checklist. If any of these items are missing or vaguely worded, that’s a red flag to negotiate further.
Negotiation Levers for Stronger SLAs
During negotiations with Broadcom, you have several levers and points of leverage to ensure you get the robust global support your organization needs.
Broadcom’s standard contracts might not volunteer these benefits, but as a customer (especially a large enterprise customer), you can request and negotiate them into your agreement.
Key negotiation strategies include:
- Unified Global SLA Across Products: If you are purchasing or renewing multiple Broadcom product lines (e.g., VMware software, Symantec security software, and possibly mainframe tools from CA), advocate for a unified SLA that consistently covers all these products worldwide. Broadcom will likely propose a consolidated contract anyway, but the important part is to make sure the same high support standards apply to every product. Do not allow, for example, Broadcom to provide “standard support” to your Symantec products while your VMware deployment has 24/7 support – if both are critical to you, ensure both receive 24/7, follow-the-sun treatment. A unified SLA simplifies management and guarantees no part of your environment is left with inferior support coverage. It also gives you a single point of contact – Broadcom can’t claim confusion over which product is covered at what level.
- Service Credits for SLA Breaches: One of the strongest (and most challenging) negotiation points is getting financial or contractual remedies if Broadcom fails to meet key SLAs. Broadcom is not known for readily offering service credits or penalties, but in large deals, you may succeed in including them. For instance, you could negotiate that if a Sev 1 issue does not receive the required 1-hour response or if Broadcom fails to consistently meet the resolution time target, you receive a credit against maintenance fees. The credit might be modest (a few percentage points of the support fee for that month or quarter), but it creates accountability. Even if Broadcom resists putting monetary penalties, pushing for it often at least gets them to strengthen other commitments. As a customer, having service credits in the contract gives you leverage in escalating issues – it shows Broadcom you have recourse if they drop the ball. (Be aware that Broadcom will seldom agree to large credits, but asking for them can lead to compromises such as enhanced support features instead.)
- Quarterly SLA Review Meetings: Don’t just set and forget the SLA – build in a process to review it. A great negotiation addendum is to require regular support performance review meetings, such as quarterly or biannual meetings. In the contract, specify that Broadcom will provide quarterly SLA performance reports (detailing metrics like response times, resolution times, ticket volumes, any breaches, etc.) and will meet with your team to discuss them. These review meetings mean Broadcom must actively account for its service quality, and you have a forum to address any recurring issues. It effectively creates a feedback loop and fosters a continuous improvement process. Broadcom may be amenable to this since it doesn’t cost them much – it’s a promise of governance and communication. Ensure the SLA document notes that if performance falls below expectations, Broadcom will present an action plan at these meetings to address the issue. For you, it creates an official channel to keep them on their toes beyond the initial deal signing.
- Named Technical Account Manager or Support Lead: Broadcom offers premium support tiers, where you can have a named Technical Account Manager (TAM) or a designated support engineer. However, you can also negotiate this into a large contract without paying the full freight for a premium tier. If having a single point of contact who understands your environment is important (it often is for complex VMware deployments or security setups), ask Broadcom to include a named support manager/TAM as part of the deal. This person would coordinate all your support issues, ensure fast escalation, and act as your advocate inside Broadcom. At a minimum, even if a full TAM isn’t provided, negotiate that Broadcom assigns consistent personnel or a dedicated team to your account. The value is that you’re not starting from scratch with a random support rep each time – you have someone internally at Broadcom who knows your architecture and priorities. This can drastically improve resolution times for tricky problems. Broadcom might limit this benefit to its biggest customers, but if you’re negotiating a multi-million-dollar contract, it’s a reasonable request.
- Documented Escalation Path: Make sure the contract or an attached support plan document includes a clear escalation path with management involvement. This goes hand-in-hand with the SLA terms. For example, you can negotiate language that says “if a Severity 1 issue is not resolved within X hours, Broadcom will escalate to the [Support Director/Senior Engineering Manager] and notify the customer’s IT management.” The idea is to bake in automatic escalation triggers. Broadcom’s default support might have internal escalation procedures, but you want visibility and assurance. Insist on knowing who (by role/title) gets involved when things are not resolved promptly – e.g., after 4 hours, a regional support manager is engaged, after 8 hours, the global support VP is alerted, etc. Also, ensure you have direct numbers or contact methods for these escalation points. Negotiating this in detail demonstrates to Broadcom that you expect accountability up the chain, and it will likely make them more responsive to avoid those escalations.
Using these levers, you effectively transform a boilerplate Broadcom support agreement into a truly enterprise-grade, global support contract.
Remember, Broadcom’s negotiators might initially say, “We don’t do X” (especially regarding credits or naming individuals), but everything is negotiable for the right-sized deal.
Be prepared to justify why you need these terms (e.g., “Our business can’t tolerate an 8-hour overnight gap in support response” or “We operate in sensitive industries where SLA failures have a significant impact”).
With a firm stance, you can often secure significant improvements to the support terms.
VMware-Specific Concerns Post-Acquisition
For many enterprises, VMware products are mission-critical (running data centers, virtual desktops, cloud environments, etc.), so Broadcom’s takeover of VMware raises specific support concerns. If you are a VMware customer negotiating support with Broadcom now, pay special attention to the following:
Continuity of VMware’s Global Support Centers:
VMware has earned a strong reputation for its global support, with major support hubs on multiple continents and seasoned engineers who have a deep understanding of VMware’s product suite.
Post-acquisition, confirm whether the support centers and teams remain in place and are empowered. Broadcom has integrated VMware’s support into its broader structure, which could mean changes.
Ask direct questions during negotiation: “Where will my after-hours support calls be routed? Are the VMware GSS (Global Support Services) teams in Ireland or India still going to handle my tickets, or will a generic Broadcom queue handle them?” If the answer is unclear or unsatisfactory, write into the contract that support for VMware products will be provided by personnel trained and experienced in VMware, and that coverage will be truly follow-the-sun.
Essentially, try to preserve the spirit of VMware’s original support model via contractual terms.
In case Broadcom later decides to shutter or downsize a support site, also negotiate a fallback clause. For instance, if support staffing falls below a certain threshold or if regional coverage changes, Broadcom must notify you and work on a mitigation plan (maybe giving you a direct line to a higher-tier team).
VMware Support Tiers and Flexibility:
Before Broadcom, VMware offered tiered support options – Basic (business hours), Production (24×7), and Premier Support (which included a TAM and other perks). Broadcom may streamline these into its own standard vs. premium support offerings.
When you renew or sign a new support deal under Broadcom, don’t assume you’ll automatically get the same tier you had. For example, if you previously paid for VMware Production Support (24/7), ensure Broadcom’s equivalent (likely their “standard” support if it includes 24/7, or explicitly add 24/7 in the contract) is provided.
If you had Premier Support with a TAM, you’ll likely need to negotiate to keep a TAM in the new contract, since Broadcom might not include that by default. The key is to identify any value-added support features you relied on with VMware and explicitly negotiate their continuation.
Broadcom’s default stance might be “we provide standard support to all, TAM is extra,” – but as a big customer, you can push back and say that continuity of support level was a condition of your agreeing to the new deal.
Support for Legacy VMware Products:
Another VMware-specific issue is the support for product versions. Broadcom is known to aggressively enforce product lifecycles. VMware customers should verify how long their currently deployed versions will be supported under Broadcom.
If, for instance, you’re running an older version of vSphere or NSX, check Broadcom’s support policy – are they requiring an upgrade sooner than you expected?
Negotiate provisions for grace periods or extended support if an immediate upgrade is not feasible. Also, clarify that Broadcom will honor VMware’s original support commitments for any long-term support releases (if VMware promised support until a certain year for a product, make sure Broadcom sticks to that).
While this strays into product support policy more than SLA, it’s important because a change in support timeline can force you into an upgrade or new purchase. In your SLA discussions, pin Broadcom down on supporting your environment “as-is” for a reasonable duration.
In summary, VMware customers should capitalize on the fact that they purchased VMware with the expectation of excellent support. Broadcom knows VMware’s customer base is sensitive to changes.
Use that as leverage: “We need assurances that the quality and reach of support we enjoyed with VMware will continue under Broadcom – let’s put those assurances in writing.” By being specific and proactive, you can bridge any gap between VMware’s past approach and Broadcom’s new model.
Sample SLA Clauses for Broadcom Contracts
To make the advice above more concrete, here are some sample SLA clause snippets you might incorporate into your Broadcom contract. These examples illustrate how you can phrase requirements for global support and accountability.
Tailor the language to fit your situation, but the key is to be clear, specific, and measurable in the contract.
- “Severity 1 (Critical) issues shall receive an initial technical response within 60 minutes, 24 hours per day, 7 days per week, regardless of the Customer’s location or time of incident. Broadcom will continuously work on Severity 1 issues until a resolution or workaround is in place.”
Purpose: This clause mandates a 1-hour response time and around-the-clock attention for critical problems globally. It removes any ambiguity about off-hours or holidays – Broadcom must have staff available at all times. - “Broadcom will employ a follow-the-sun support model for issues not resolved within a single region’s workday. Active issues will be seamlessly transitioned to the next available support center to ensure no gap in troubleshooting progress.”
Purpose: This ensures the vendor explicitly commits to handing off tickets internationally. It prevents a situation where a 5:00 PM cutoff in one region causes your case to pause until the next day. - “Support will be provided in English as well as in [Insert required languages] for key Customer locations. Broadcom will ensure that support representatives or translation services are available to communicate with customers’ technical teams in these languages for Severity 1–2 issues at a minimum.”
Purpose: If multilingual support is important, this clause specifies which languages and in what scenarios (often high-severity cases where clear communication is critical) you expect support in the local language. It holds Broadcom to a standard for non-English support. - “Broadcom will assign a named Technical Account Manager (TAM) (or equivalent senior support liaison) to the Customer’s account. The TAM will be responsible for familiarizing themselves with the Customer’s environment, coordinating support activities, and serving as an escalation point. The TAM will conduct a review call with the Customer at least once per quarter to discuss open issues and support quality.”
Purpose: This ensures you have a go-to person. It combines both the assignment of that person and a proactive responsibility (quarterly review call), which keeps them engaged. Even if Broadcom uses a different term for TAM, the idea is to get someone accountable for your support experience. - “Broadcom shall provide a quarterly support performance report detailing SLA adherence (response times, resolution times, etc.), and hold a quarterly review meeting with the Customer’s team. If any SLA metric was not met in the prior quarter, Broadcom will outline corrective actions in this review.”
Purpose: This clause institutionalizes the review process. It not only forces Broadcom to produce metrics, but also to discuss fixes for any shortcomings. It gives you a regular forum to keep them honest. - *“If Broadcom fails to meet a Severity 1 response time or resolution target as defined in this agreement more than *[X] times in a calendar quarter, Customer will be entitled to a service credit of [Y]% of the quarterly support fee for each such incident, up to a maximum of [Z]% per quarter. The service credit shall be issued upon the Customer’s request or deducted from the next support renewal invoice.”
Purpose: This is an example of a penalty/credit clause. It sets a threshold (more than X misses) and a consequence (Y% credit). The numbers can be negotiated. The clause puts teeth into the SLA – while you hope not to use it, having it in place often motivates the vendor to allocate resources to avoid breaching the SLA.
Each of these sample clauses addresses a specific need (timeliness, coverage, language, accountability, etc.).
In your actual contract, you would include the most relevant ones for your situation.
The tone to aim for is firm but fair – you’re not trying to “trap” the vendor, just clearly define expectations and recourse.
Also, be prepared that Broadcom’s legal team may counterpropose different wording or lower percentages on things like credits. That’s normal; the ultimate goal is to reach a language that both parties can agree on, which still protects your interests as a customer.
How to manage local regulations, Ensuring Compliance with Local Regulations in Broadcom Agreements.
Checklist – Global Support Readiness in Your Broadcom Deal
Before finalizing any support contract or SLA with Broadcom, run through this quick global support readiness checklist.
It will help ensure you haven’t overlooked any critical element in securing worldwide service quality:
- ✅ SLA explicitly covers all regions of operation: Double-check that the agreement states support is provided for all geographic locations where your business operates. There should be no implicit “North America only” assumptions. Suppose you have offices in EMEA, APAC, Latin America, and other regions. In that case, the SLA should clearly state that they receive an equal support commitment (especially in terms of hours and response times).
- ✅ 24×7 critical support guaranteed: Ensure it’s stated that 24/7 support is available for critical issues without exception. If the base contract only says “business hours,” that’s a big red flag – negotiate it to 24/7 for at least Severity 1 (and ideally Sev 2) issues. Your checklist tick here is only true when the contract has written 24/7 coverage (verify the exact wording).
- ✅ Multi-language support confirmed (if needed): If your team or end-users require support in languages other than English, confirm that language support is addressed. This could be explicitly in the SLA or in a support services description. Don’t rely on verbal assurances. Mark this off only if, for example, the contract or an addendum says “Spanish language support provided for Customer’s Latin America offices” (substitute your relevant languages).
- ✅ Local escalation paths in place: Check that you have escalation contacts or procedures for each region. You should know who to call if a critical issue isn’t getting resolved in, say, Europe at 3 AM. Ideally, the contract should include an escalation matrix with names or, at the very least, roles and phone numbers. At a minimum, you should have a document from Broadcom’s support team listing regional managers or on-call duty managers. If not, push for it before signing.
- ✅ Service credits or remedies negotiated: If you were able to negotiate any form of service credit/penalty or remedies for SLA breaches, make sure they are documented clearly. This might be a separate SLA attachment or built into the contract. Your checklist item is to verify the exact terms (e.g., “after 3 misses, 5% credit” or similar) and confirm that both parties have signed off on them. If Broadcom flat-out refuses credits, ensure you have other remedies, such as the right to terminate after repeated failures, as noted in the contract.
- ✅ Periodic review meetings scheduled: There should be a clause or at least an email exchange agreeing to quarterly (or periodic) support review meetings. Mark this as done once you see it in writing that Broadcom will meet with you regularly to review support performance. If it’s not in the contract, even an attached service description or a governance document can suffice – just don’t leave it purely to “we’ll do it later.” It’s part of the deal.
- ✅ Named support personnel assigned (if applicable): If your negotiation included a named TAM or dedicated support engineer, ensure that person’s name (or the role) and the scope of their duties are documented. The contract may not list the individual’s name (in case of personnel changes), but it should specify something like, “Broadcom will provide a designated Technical Account Manager for Customer.” Only check this off if you have confirmation of that assignment.
- ✅ Legacy support commitments acknowledged: (For VMware or other acquired products) Make sure any promises about supporting older versions, or transitional support arrangements, are captured. For instance, if Broadcom verbally agreed to support your older VMware v6.7 for 12 months while you upgrade, get that in writing. Verify this is included before signing.
As you go through this checklist, involve both your technical teams and your legal/procurement teams.
It’s easy to overlook one small detail that could become a significant issue later (e.g., a missing language support promise or an unclear after-hours process).
By systematically reviewing each item, you can sign your Broadcom contract with confidence, knowing that your global operations are protected.
FAQs on Broadcom Global Support and SLAs
Q: Does Broadcom offer a single, global support contract covering all my products worldwide?
A: Yes, Broadcom often pushes customers toward a unified support agreement that covers multiple products and regions under one contract. In fact, if you’re buying, say, VMware and Symantec products from Broadcom, they will likely encourage a consolidated global support plan (often as part of an Enterprise License Agreement or similar). This can simplify things, but don’t assume “global” means it meets all your needs. It’s crucial to scrutinize what that single support contract actually provides. Broadcom’s unified contract will cover all your products technically; however, you need to ensure it explicitly includes global 24/7 coverage, multi-region support, and other relevant aspects, as discussed above. In summary, Broadcom does offer and prefer a single worldwide support contract for large customers – just make sure to negotiate the terms so that “one contract” doesn’t equate to “one-size-fits-all service at the lowest common denominator.” With proper negotiation, a unified contract can be advantageous, providing consistent terms across your entire portfolio.
Q: Can I negotiate penalties or credits if Broadcom fails to meet the SLA?
A: It’s possible, but it requires leverage and careful negotiation. Broadcom’s standard support agreements typically do not include service credits for missed SLAs – like many vendors, they prefer to avoid financial penalties. However, for a strategic or large enterprise customer, Broadcom has more incentive to be flexible. If having penalties is important to you (perhaps because uninterrupted service is business-critical), you should absolutely bring it up. Approach it by emphasizing partnership and risk-sharing: e.g., “If we’re investing heavily in Broadcom’s products, we expect Broadcom to stand behind its support promises – how will you make us whole if those promises aren’t met?” In practice, you might negotiate a small credit for each breach of a major SLA metric, or a larger credit if there’s a severe outage that was mishandled. An alternative remedy could be extended support or additional services at no cost rather than direct credits. Be aware that Broadcom will likely cap any liability. They might agree to credits amounting to, say, at most 5-10% of your annual support fees. It’s not about the money as much as the principle – having it in the contract keeps the pressure on them. If Broadcom totally refuses monetary credits (they might for precedent reasons), try negotiating other consequences, such as the right to terminate if SLA breaches are chronic. In any case, raise the topic; the worst outcome is they say no, but often you’ll get some concession (even if it’s a softer form of accountability).
Q: How have VMware’s support terms changed under Broadcom, and what should I watch out for?
A: VMware’s support under Broadcom is undergoing alignment with Broadcom’s overall support framework. The most notable change is that Broadcom now requires active subscriptions for support (no more perpetual license support renewals – if you don’t subscribe, you lose support and updates). So, if you were accustomed to VMware’s old model of purchasing a license and then optional support, that’s no longer the case – support is now bundled with the subscription license. In terms of day-to-day support experience, Broadcom has been standardizing support processes. You’ll use Broadcom’s support portal, and the contract terms may be less flexible than VMware’s own were. For example, VMware’s “Premier Support” included features such as a dedicated account team and proactive services, which you might not know you can only receive if you opt for Broadcom’s highest-tier support (or negotiate it). Also, keep an eye on response times definitions; ensure they match what VMware provided you before. Another change is the strict enforcement of the product lifecycle – Broadcom might insist you upgrade to remain supported on newer versions. In contrast, VMware sometimes provided longer grace periods for older versions. In summary, when renewing VMware support under Broadcom, compare the new terms line by line with your existing VMware support contract. Flag differences such as coverage hours, response times, and any loss of features like TAM or health checks. Then negotiate to fill those gaps. The good news is that Broadcom wants to keep VMware’s big customers happy, so they will listen to reasonable requests to maintain support quality. Just don’t assume it’s identical to the past – verify and negotiate accordingly.
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