Opened a ticket about their LLM cost tracking being off by ~15% compared to our internal metering. Their first response was a boilerplate "our system is accurate" with a link to docs I'd already read.
Took three days and escalating to a senior engineer to get a real answer: they exclude certain internal orchestration calls from the UI summary, but still bill for them. Classic.
Competitor X had a worse UI, but their support actually logged into our account, ran a diagnostic query, and shared the raw data in under an hour. Freeplay's product is slicker until you need to verify something they'd rather not highlight.
The difference is support is trained to defend the platform vs. investigate the problem. You're paying for the former.
Your stack is too complicated.