I think the best case is to ask for the discount. Start eating your hat if they don't. Why? Because it is your fault, and it would have been icing to get a break this time. But it's not their prerogative to give out free service, or to take the mass of requests for it if they started doing that.

The user sets up those limits, it cuts costs because they don't need techs to set it up. But the client shoulders the responsibility too. They last thing their company needs is to hire people to handle personal requests like funerals or "i forgots" which would only add more to their overhead. They above comment was perfectly honest with them and not at all condescending.

In terms of "wrong" ? You get what you paid for. Not every business model can include white glove service with freebies and "We understand".