Yeah I worked with one of those, a few months after I stopped playing with it, the company dropped the product entirely. Considering it could only be managed through their portal I saw lots of teeth gnashing from providers who had significant numbers in production.

> but I can see the value to people who can’t distinguish the above two terms.

The issue is that you have both as customers. And having multiple packages with different price points can cause headaches.

You really need "Bad customer brand" with phat packages for people who cant use tech and "good customer brand" that offers a good service with little to no support. And keep them separate as possible.