And Sonar is far from being alone in this. JIRA is the most glaring example I can think of. Growing companies implement cargo-culted tools without understanding the needs and requirements, and let themselves drift into templates or "best practices" that are not relevant or beneficial to their own operations as-is, resulting in a sum of frustrations, whose impact on the work and the teams they acknowledge only way too late.
The care you need to inject not only in your tools, but how they are apprehended by both your customers and their primary users (which may have very different, if not opposed, perspectives on how/why to use it), from pricing, to documentation, to use-cases...
This is especially very complex when your tool answers to a regulation requirement, because it's very often received as a constraining/oppressing "solution", rather than an enabling one: it may be confortable to you as a seller, and confortable to your customer, but it may also be a counter-sale point to your (customer's) users that will impact future consideration when they become purchasing agents themselves.