Coming back to original subject post re support - I have been having all sorts of difficulties with me upgrade to SONAR Platinum since I grabbed the life-time support option. Had Sonar Pro before this. I am not a 'heavy' user this being more a pastime where I spend sometime doodling around with all the gear that I have.
I too could not schedule a "call", email support did respond within 3 days of my initial request, and I give them credit for that. They did continue to respond a bit following that, then the support person I was dealing with said he had to pass on my problem to someone else, maybe it went beyond his level of expertise. After that, no news, nothing in the mail, no support!
Surely the team at SONAR has tested the s/ware in all or most conventional conceivable setups - and I can imagine there are a gazillion such hardware configurations out there. Having a system where Professional worked well enough that I never had to complain for the relatively simple work I started off with, I was completely surprised and upset when the upgrade failed so miserably! BSOD every time I attempt to fire up Platinum. After that I even reinstalled Pro but that refuses to work now as well!