All online support sessions, which includes phone support, are scheduled via this calendar . Your confirmation may be shared with your staff so they can join your session. Ensure the person booking has a support account or the session will be cancelled.
Please do not be a no-show. Your confirmation and reminder emails offer options to reschedule or cancel if you are unable to attend up to 65 minutes in advance of your start time. (* see important information at bottom of article regarding no-show policy)
Active maintenance customers need to enter your company code when booking to ensure the session is free! -- Forgot it? Log into your portal account and select 'Edit Profile' Support Portal
[If the link does not work - copy paste this URL into your browser https://cratepro.as.me/schedule.php?appointmentType=category%3ACrate+Pro+Customer
If you have an IT company assisting, ensure the person we will be working with has a support portal account. Only a member should book the session and the booking member must be on the session or it will be cancelled. Since support accounts are free, send me the full name and email address with your company name and I will give them an IT account. .
Support is available for active and deprecated releases. We are not able to support end-of-life releases on an online session or phone call. Please email Support@CratePro.com for help.
These releases are eligible for virtual sessions & phone support
Click Here for a full list of releases and fees for support for customers without maintenance
GET ON YOUR SESSION AND SCREEN SHARE FAST!
For sessions we use Join.Me screen sharing software (part of the Log Me In company).
The email will contain two links:
- A link to connect to the online web page
- A link with a list of available phone numbers to dial in for the audio and your conference ID to join the teleconference call. Chose ANY phone number. There are many international numbers available.
- If you have speakers and a microphone on your computer, you may connect using your computer audio after you've joined the online webpage. Look for the Join.Me toolbar and click on the left most circle.
Please download the Join.Me desktop app now. We strongly recommend that you download and install the desktop application in advance. The desktop app is what will allow you to quickly share your screen and open the annotation tools. These are not available if using your browser to connect.
macOS users should set security settings in advance: macOS settings
When using the desktop app, click on JOIN A MEETING and enter cratepro6 to be entered into your session.
No Shows and Excessive Cancellations
* Policy for no-shows, cancellations and reschedules:
We reserve the right to block companies that schedule multiple sessions and then cancel or reschedule on the same day as the scheduled session if done in excess. This will be determined on a case by case basis.
** Customers with blocked virtual access may purchase hourly support at $100 USD per hour. These sessions must be scheduled through Joseph at Support@CratePro.com