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Developer Support
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Adds an additional layer of support to Standard Support
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Features phone and WebEx assistance for remote requests
- Offers onsite support for Priority 1 issues
Crown's Standard Support can help you navigate through typical Crown product installation scenarios and routine troubleshooting. But if you'd like an additional degree of support for your developers, consider Developer Support.
Crown Service
Crown Developer Support is an extention of the Standard Support that all Crown product customers receive. You'll get additional assistance in prepaid blocks of time, measured on an hourly basis. It includes all the features of Standard Support for products, plus:
- Online Request Submission – Submit your support requests via the Crown Product Support System at www.crownpartners.com/support
- Technical Advice – Crown support and engineering personnel provide ad hoc advice on best practices for use, configuration, or extension of your Crown product
- Technical Assistance – We'll develop examples for extensions of your Crown products, consistent with intended use of the product, and we'll troubleshoot
- Phone Support – Crown engineers offer assistance over the phone and through WebEx sessions to offer detailed technical advice and address EMC Documentum-specific questions and any other items that are not included with the Standard Support services
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On-site Support Request – You can request a support engineer to travel to your production site to resolve a Priority 1 issue. We'll make our best effort to have a support engineer onsite within a reasonable time frame following your request. Reasonable and customary travel expenses are the responsibility of customers and are not included. A Crown software support engineer will remain onsite troubleshooting any Priority 1 issues until one of the following events occurs:
- Crown provides a solution or workaround to resolve the production system issue
- The production system is operational and customer is able to perform business-critical operations
- The issue is determined to be isolated and not involved with the Crown software product
- Crown isn't provided access to necessary resources at the production site
- Customer and support engineer mutually agree the issue no longer requires onsite Crown engineer for resolution of production system issue
- Customer has exhausted the prepaid blocks of developer support time