That is certainly how it should work, and in many cases it does. We've had a couple on the dark side though. Perhaps because we are "too helpful" and actually,

That is certainly how it should work, and in many cases it does. We've had a couple on the dark side though. Perhaps because we are "too helpful" and actually, respond instead of forwarding on the support procedures documentation or pointing at the contract and coughing! Give 'em an inch, they'll take a foot, and before you know it you won't have a leg to stand on...