Re: Paywall downside
This is my personal opinion, formed from my experiences. I realise other people's experience may differ.
If Cisco didn't have the maintenance agreement scenario from hell, then perhaps more of the small-mid level people looking after their kit might be able to decide what they actually need to buy, in which case paywalls might make a little sense, though I disagree in principal with paywall for support services - if you need an ongoing maintenance contract to fix bugs present at the time of purchase, it encourages people to download support software from unofficial sources.
As for their complexity... For example, if you buy a Cisco telepresence system, then you don't get a lifetime's upgrades thrown in; you don't even get 1 year's worth of upgrades thrown in. You get nada. I bought one and discovered a bug in the firmware that prevented us from using it as we wished on our network. It was fixed in a firmware released about a month after I bought the kit.
"Did you buy the software maintenance package *insert long string of serial numbers*?"
"No, I bought the maintenance package *insert different long string of serial numbers*."
"Ah. That's for SX units with a different add-on package option. That'll be £460 please."
"How about 'sold fit for purpose'?"
"Hmmm... Well, we'll let you download it this time, but that'll be it!"
If you want Webex, they make it look simple - 3 prices, 3 choices. But look closely - there's Webex training centre, Webex Meeting Centre, Webex Support Centre, Collaboration Meeting Rooms... and then if you've invested in a room system they want you to pay £1ks more for a Touch screen that integrates Outlook and Webex, plus a subscription to this add-on and...
So on and so forth.
They are a diverse company, and have a lot of products; they buy up companies that catch their eye and turn THEM into complex beasts. They have products that differ by the order of words in the title each having its own pricing and support structure. The products themselves are generally great, but the whole sales and support is an utter nightmare.