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It's also difficult to use in B&W, most really good logos can degrade well to a black and white image (nice for letterhead) also I'm still shaking my head on what the shell has to do with "Groove".

Ditto. Great logos are simple, and get even simpler over time. This one is over-engineered and, to me, completely lacking in meaning.

The word Groove is strong enough to stand on its own, with maybe a slight embellishment, perhaps some negative space. One of my favorites that may serve as some inspiration: https://community.jivesoftware.com/community/jivetalks/blog/...

I thought it was a breast at first. I think they could use some darker lines to show the spiral of the shell[].. but my questions are
1) What does a shell have to do with customer support?
2) What are the things coming out of the shell to represent? (data?, support?, rainbow?)

http://media.tumblr.com/tumblr_lriq8ulPK51qko63m.png shows a shell with darker outlines that would've imho worked better.

I saw the breast as well.

I thought it was a teacup on its side.