Support of products is one of the most expensive, timely, costly, harmful things in the web products/services arena. Everybody wants good support, I know, I want good support, good support should be given. All I am saying is that support of a web app, from the person that wrote the web app is costly to the company. On the 37signals book, they talk about the <a href="http://gettingreal.37signals.com/ch07_Alone_Time.php">zone</a>. The zone is a very real place, I have been there, and been taken out of the zone. When a developer needs to get out of the zone for support. Very poor things happen. So my whole point is that, when you make web apps, they need to be easy to use. 90% of the questions that I get are because it's not easy enough to use. Making not easy to use web apps will really bit you on the butt.