What type of support is offered with SONAR Platinum?
 
I've been using SONAR Platinum/CW for many years, upgraded regularly for just as long, and purchased a number of other CW products. For the most part have been quite pleased.
 
However, over the past months (same thing happened last year) I've tried contacting both Cakewalk sales and tech support by email. Though I've tried multiple times I've not heard back. My last email on May-11-16 described my disappointment in not getting any response. I've not received a response to that email either.
 
Additionally, I've noticed that there is no phone number to call for technical support anymore. A recording says no longer accepting incoming calls, and to visit the website to schedule a call-back. That would be for no sooner than the next day (Friday means waiting till Monday?). In fact, double-checking this just now, SONAR is not even in the dropdown list box when asked to select the product you want support on. Only Dimension.
 
Callbacks are of course unhelpful in times of emergency as I recently found out in the midst of a project.
 
All of this is contrary to what I've known Cakewalk support to be like over the years. I'd like to upgrade to Lifetime Updates, but very concerned about these support issues. Have I missed something? Am I dialing the wrong numbers? 
 
TIA for any insight or advice.

I suspect your SONAR membership has lapsed. Call back phone support is available for current SONAR members, at least I see it in my product list and phone support drop down. Unless Cakewalk changes the policy, there is no direct phone support. They have adopted a call back system. The product list in your account shows the support types available for each product.

Thanks, scook. Would this apply to sales support as well? The times I've tried contacting Cakewalk was in response to special offers emailed to me. (When trying to make the purchases either the product wasn't available where the link took me, or the prices weren't the same.) No responses were received there either.

Currently all Cakewalk contact pages resolve to http://www.cakewalk.com/Support or some link on this page.
There is a dedicated area in this forum for the Cakewalk Store http://forum.cakewalk.com/Cakewalk-Store-f79.aspx
Questions about special offers and links to them often get resolved in this forum.
And you have sufficient posts to PM Cakewalk staff on this forum.

Not sure I understand that last line but in any event, what technical support is provided when we purchase Lifetime Updates and for how long if there is a term on it?
 
Cheers.

Hovering over a user name in the forum provides a menu of options. One of them is "Send a Private Message." Private messages are similar to email except they are direct to another forum participant. Several of the Cakewalk staff participate on this forum. PM (private message) is another way to contact the staff.
 
Cakewalk has always supported the current version of SONAR. Currently Cakewalk supports the current version of SONAR via email and phone call back.

Thanks!
 
Apologies if I'm being thick, but if we're paying once (for Lifetime Updates) will Tech Support be available for life of product?

There has been no announcement regarding changes to the current support policy.

Private message one of the bakers online in this forum. They are wonderful and get things done pretty fast. I wont mention any names  but I'm sure any of them will help you out if you have a problem.

JohnrC
Thanks!
 
Apologies if I'm being thick, but if we're paying once (for Lifetime Updates) will Tech Support be available for life of product?

If you update to Platinum lifetime, then you should always have the current version of Sonar. 
 
Based on what scook said, Cakewalk has always supported the current version, and no changes to that policy have been announced.
 
Sounds like a great deal to me!