"...not to mention getting ready answers on online forums in short order."
Yeah, 'cause if I mention to my CIO that my support system is an on-line forum, I'll be out of a job. You and I clearly have different definitions of "short order". My boss is going to want a support system with defined call back times measured in minutes, with an interactive body at the other end, and whose job is to take care of my problems through resolution and not just until he decides he wants to do something else.
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