Those of us in the technical support department here at Genealogy.com have constant contact with those in engineering. That is something that has been true here. Remember, though, that since Palladium was acquired, phone support for UFT has been done in Iowa. They are thousands of miles away from us (although, the UFT knowledge base is just a click or two away).
I am still working on a revamp of the UFT technical support section. Converting the current knowledge base (which is a single FileMaker file) into separate HTML files is a lot of work as is cross-indexing them. The last time I looked there were about 450 things in the knowledge base. So each one needs to be converted into it's own HTML file. Then, each article needs to be added to multiple index pages (by product, version, and category). It'll be a great tool when it is completed.
Have you seen the technical support section at familytreemaker.com? That is the model for what I'm trying to do. From one page you can A) browse through the knowledge base articles based on product, version and category, B) search the knowledge base by keyword, C) find links to message boards, and D) find links to helpful how-to articles.
There is good information on the uftree.com web site but it is scattered around, and I think it could use a re-vamp in the way the information is organized.
Sincerely, Paul Burchfield, Genealogy.com Technical Support Find Ultimate Family Tree knowledge base articles, hints, tips, message boards and more at: http://www.uftree.com/UFT/Nav/ufttech.htmlhttp://www.uftree.com/UFT/Nav/ufttech.html