Debugging a bit of Exchange
When someone can't get to the right level of support… you get this post and this wiki entry
I think debugging and trying to figure out what a piece of software is doing is one of the hardest thing when you are trying to figure out why something is crashing. I'm not sure it would do any good to have the 1st level support have source code access, and even when you do look at code you have to understand what it's doing. So I don't think code access without code understanding solves anything. But I wonder if there's a better ISV support process out there?
Interesting read nonetheless…