jargon.artrocity.com
New Hacker's Dictionary the Jargon File v 4.4.6
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.