Some quick questions
Did they actually pay for analytics 360?
If not, did they do 10 million hits in a month for a property? if so - they may be over the limit of 10 million / month.
More on differences here: https://blog.littledata.io/2018/02/28/google-analytics-360-v...
Analytics 360 runs 12K+/month from memory, but someone probably has more recent info.