Thank you so much, Maik, for taking the time to share this helpful breakdown—even with the disclaimer! I really appreciate you going into those details about the App Engine license, end users, and the need for custom roles and ACLs instead of using licensable roles like 'itil.' That gives me a much clearer direction to work with.

I’ll definitely make sure to align with our sales rep first as you advised, but your insights here are incredibly valuable. Thanks again for your help!