That's where they're stepping up to the plate and saying, 'We at Microsoft are going to get more involved in the top-end, mission-critical [support] available from partners, be it HP or whoever.

We're saying, 'Louisville's Most Wanted' because it's heinous, but it could be heinous on several different levels. The person's still wrong. To say that he's not worse enough is probably not a good thing to really say.

The Nigerian government has been saying that the whole time. This is an ongoing thing. ... Until we see something really moving, I would have to think that's not true.

They're kind of saying that it's going to be OK, but that remains to be seen,

The perception among a lot of customers is that nobody understands Microsoft products like Microsoft. Many of them want the security of that direct relationship with Microsoft.

They're taking a more intimate role, and not depending solely on partners to give that support. It is a response to backlash from customers who wanted Microsoft to have more of a role there, to stand as the ultimate backstop for support.