Yes, there are several reason why, a few explained below.
- Event logs, error reportings, all these information is continue updated as there is continue written to the disk. Missing something may be crucial for your system'
- Crash dumps, the zip includes crash dumps that we analyze to find possible causes. Crash dumps are the most important in what we do, without them it is guesssing in the wild where we have no idea if we may be even close or making things worse.
- System information, we can access certain system information that sometimes is required through the information provided in the zip. Though we can't get everything from a system, we can get information that you can't get anywhere else that I know of.