I have been asked this question several times.  

Hopefully this post will clarify a few things:

1. All emails sent to support @ activemodules dot com are automatically posted to this forum. 
2. I provide a lot of support via email which allows me to respond during non-business hours or when I'm out of the office and away from the computer.
3. At times I will ask a customer to provide me with admin or host access to their site.  This involves sending me a user name and password.
4. At times I will attach a custom script or file that is designed just for that customer.
5. Not all customers are running the same version of ActiveForums or the same version of DotNetNuke.  This introduces more variables to try and troubleshoot problems.  Some problems may have similar symptoms but the resolution maybe different. 
6. I would much rather have a customer contact me immediately after encountering a problem than try and solve the problem on their own from information in the support forums.
7. This format will eventually allow me to publish issues that have been reported to a public knowledge base.

I hope this will eliminate any confusion.

Thanks,
Will