I think the problem with providing information specifically in regard to server issues/crystal tools is that if they start releasing information about what core problems they are encountering, a) it provides an advantage for competition, b) it provides a selling point for other software engine developers to take business from SE, c) the community doesn't really need to know about it... That, and of course industry secrets, etc, etc... The lack of information seems to be more of a business decision, and doesn't really have anything to do with them not wanting to provide the community with more answers.