I read the article and watched the video. I didn't get the feeling the Sonar Analytics has anything to do with Phone Support when a Customer is down. I saw it as a means of indirect/non-interactive monitoring for Cakewalk/Tascam? internal use only.
When we bought into Sonar Plat or Dimension Pro 1.5 it was supposed to include Phone and Email Support for up-to-date Customers. In April, Willy made an announcement that current Phone Support was going to change by Trying out a schedule based system to see if it works better. There was a rather large thread about it with most opposed, it happened anyway.
Two weeks later, the Support scheduling system said, 'oops, we don't currently have any times available' and it is still responding the same way weeks later. Email's did not receive any replies, no response... So, in my opinion the Support system is currently gone and there has been no mention of the status or Future of support.
I have PM'd Willy about it but not received a reply.
I'm just curious to see what will happen after they sell all these new Lifetime memberships and bring new Customers on board and None of them can get support when they need it.
Eventually, Customers will start posting and bringing out the pitch forks and something will get done. It is just a damn shame that is what it takes to get something done...