Paid my update fee for support plan - now no support

[sleepingtiger]

I had several tickets open. Support plan was due for renewal on the 21st. Paid for renewal several days before but support went silent on the 21st despite that I had been asked for dlogs, etc. My account indicates that I my support plan is current and active until April 2018.

Is this normal? Do I have to start all over? If the policy is to trash support tickets at renewal time I wish they could have at least made it known so I could have stopped wasting time collecting data.

[SigFriedChicken]

I'm sure the tickets are still in the system somewhere. Can you call in and just ask them what the status of the old tickets are?

[sleepingtiger]

They finally found most of the cases and it appears that they indeed cut off my support despite that I paid before it expired. Now they are trying to reinstate it and in the meantime emailing me about someone else's support case that I know nothing about. Frustrating...

I will say that my memories of Digidesign grow fonder every day.