I think parent was referring to incarnations of point 4 of this: http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.com/artic

I think parent was referring to incarnations of point 4 of this: http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.com/articles/customerservice.html