support

   After-sale  handholding;  something many software vendors promise but
   few  deliver.  To hackers, most support people are useless -- because
   by  the  time  a hacker calls support he or she will usually know the
   software  and  the  relevant  manuals  better than the support people
   (sadly,  this  is  not  a  joke  or exaggeration). A hacker's idea of
   `support' is a têete-à-têete with the software's designer.

[glossary]