Different countries have different support methods. In the USA Chris and the Yamaha team answer questions, but they also (on their own time) come here and respond. In the UK and some of the EU countries support is handled by the team in Hamburg. Elsewhere, support is done through the local distributor, with differing results. If you have a look at the support contact pages you can see how it works, and also there is telephone support for those aforesaid EU countries (though I have never used it myself)