phone contact with support unavailable
hello:
im a long time sonar licensee (now platinum) and have problems with what appears to be the new support methodology for cakewalk products. im a big fan of cakewalk tools and use them daily in my work. recently i have had a number of issues with sonar, including application and box crashes, impacting time sensitive projects.
i have submitted a number of cases to support and have received responses that dont measure up to the years of support interactions in the past. a number of these cases have had no follow-up at all. the most recent is completely impacting, with projects crashing several times an hour. i just cant deliver with the status quo. i have tried to contact phone support but havent seen a single window open for assistance. literally days go by without a single window. there is no calendar for future availability- just a note saying "Oh no! All of our agents are booked!". im really stunned at the turnaround for support.
im interested in the methodology, prioritization and support expectation going forward. can anyone explain this to me? how can i engage support to remedy an issue that has brought my work to a stop over the last several weeks?
thanks,
j