Extended Hours Support
- Offers extended Standard and Developer Support
- Provides assistance after hours, and on weekends and holidays
- Can be initiated via email or Crown's online Support System
Crown's Standard and Developer Support can help guide you through your Crown product installation and troubleshooting, offering assistance during normal business hours. But if time is of the essence and you'd like greater availability from Crown's trusted Support team, you might consider Extended Hours Support.
Crown Service
With Crown Extended Hours Support, you'll receive both the Standard Support and Developer Support Service levels during specified time periods after hours, and on weekends and holidays. Response-time objectives for Extended Hours Support are the same as for Standard Support. But after you purchase Extended Hours Support, the “response-time clock” can start and continue running during extended hours.
Crown offers Extended Hours Support during the following times (all times shown are local to the shipping address):
- After Hours – Monday through Friday, 5:00 p.m. to 9:00 a.m., except holidays
- Weekends and Holiday Days – Saturday, Sunday, and Holidays, 9:00 a.m. to 5:00 p.m.
- Weekends and Holiday Nights – Saturday, Sunday, and Holidays, 5:00 p.m. to 9:00 a.m.
You can access the online Crown Product Support System to initiate Extended Hours Support by submitting an issue in one of two ways (and will be treated as Extended Hours Support and charged accordingly):
- Submit an issue via the Crown Product Support System during standard or extended hours, and indicate the priority as P5-Extended Support.
- Send written instructions to support@crownpartners.com. Identify a Crown Product Support Issue Number in the email subject line stating, “Address Issue Number XXXX under Extended Support Agreement.” You must send an e-mail with these instructions for any issue, regardless of priority, during standard support hours for Crown to address it during extended hours.
