Scroatzilla (672804) writes "My company develops web-based corporate training. One of my roles is customer support. One problem with the support hot seat that I'm in is that, in supporting something web-based, I am subject to the many tortures of seemingly infinite, non-locked-down desktop configurations, along with spyware and adware, that tend to wreak havoc with the functionality of our thoroughly QA-tested and otherwise functional courses. What sorts of provisions and whatnot do other web-app companies have in place that help alleviate some of the ambiguity of supporting what is an application bug vs. routing a desktop configuration issue that mandates the client's IT department? How realistic is it to require documentation of a client's corporate desktop config as part of the support agreement?"