The customer service desk is ran remotely by someone with previous work experience is in Taco Bell and Walmart. I shit you not.
My thoughts are he has been on the phone with her, and she has given Ralph whatever garbled tech-speak she can muster up to placate him.
I base this solely on the fact Ralph described what SecureServer is doing as putting him on a different "setting", as if there was just a security switch that upgrades security for no cost. It does sound like something someone without any technical background might say.
My general feeling, the Pajeets are just going to string the process out until Ralph takes their offer to break the contract. Thinking about that, why would their first offer to Ralph be to end the contract if he was such a valued customer?
They can't end it without a reason.