Traditionally, for Family Tree Maker the human contact is done by phone, message board, or email list. I think that the nature of those two electronic forms of communication work best because of their communcal nature. The benefits are that you can search to see if someone else has had a question similar to yours asked and answered in the forum or on the list. If not and you post a message the audience who reads and potentially can respond with help is greater than if it was sent to one person (or one email address).
In any event, whether you use Family Tree Maker or not, I'd invite you to look at its techncial support section. The structure is what may interest you rather than the content itself.
Paul Burchfield, Genealogy.com Technical Support
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