It is just you. If you were capable of doing the upgrade you wouldn't be here you'd have just done it. We Avaya techs sped many hours, and many thousands of dollars on the proper training courses to be able to do this work. While it might be a "simple firmware upgrade" to you, you've also never been stuck at a customer until the wee hours of the morning trying to recover from a failed upgrade which is something I'll bet every tech on here has gone through. Want to gamble and try the upgrade yourself? Go for it and charge your client $280. Want peace of mind knowing that it will be done correctly and if things go wrong it is someone else on the hook and not you? Pay the price to have a professional do it. Also, it looks like the $660 they are charging you for programming is not just for the upgrade but also to configure the conference phone. Those phones are not plug and play, they do require some hands on time. At the end of the day you get exactly what you pay for. If you're not willing to pay then don't expect much.