Me: Ya we have a major alarm on this card here, it says "Equipment Failure"
Support: OK I'll just need to get in and get some logs
Me: Ok you need console access?
Support: Ya that'd be great
Me: Do you have PUTTY?
Support: Ya I do
Me: Ok we'll just need to SSH into a local box here and then you can telnet in to the machine and get the logs
Support: SSH? What's SSH?
Me: It's like telnet but it's encrypted
Support: Oh well in that case I don't have PUTTY