You went from talking about a company AUP to their AUP being law. wtf?

no.

'IT Support' is at least a two fold role. First, you have a psychological problem (the user's distress at their unknown and scary tech prob). Secondly, you have their technical issue. You can probably tell which users really need the psych-work up front but when someone takes the time to contact you because their ${life:+internets} isn't working right, that probably means they are afraid and fear = defensive asshole. The additional problems happen on both sides but there are total BOFHs out there and do ruin it for the rest of us...