I agree entirely, and thank you for providing a more thoughtful analysis. My experience: when tech support are (very) competent, (very) patient, (very) people-

I agree entirely, and thank you for providing a more thoughtful analysis. My experience: when tech support are (very) competent, (very) patient, (very) people-loving people, left to do their work in a low-turnover place with no ticket system, it is (very much) more efficient in the short-term, and absolute magic in the long-term.