All staff should have an account into the member support portal. There is no additional cost for an account on the support portal.
Any member with Primary or Manager permission levels may send a request for adding staff. Provide the full name, email address and permission level you want them set at. They'll be added and sent a Welcome email and and activation email so they can create a password to login online. Staff members should never share logins.
Staff with a portal account can log in and access all historic ticket information. Primary and manager levels can see all tickets submitted by staff when they log in. Some support documentation is only available when you login to your account.
Maintenance status is visible when Crate Pro is logged into and can be seen from within the portal account of the Primary contact. Please try to have more than one staff member with Primary privileges on the online support portal.
Permission Levels: Please ensure account is ACTIVATED.
SALES / DESIGNER
IT/ TECH SUPPORT
MANAGER / SUPERVISOR
PRIMARY / OWNER
|Support Portal Account with Access to Solution Articles and Forums||X||X||X||X||X|
|Can Create Support Tickets *||X *||X||X||X||X|
|Request Addition of New Portal Accounts for Staff and set Permission Levels||X|
(to Manager level)
|Can see and reply to ALL tickets generated by staff (via portal login)||X|
|Receive Newsletters with Training Hints and Tips||X||X||X||X|
|Receive Notice of Available Updates to Software||X||X||X||X||X|
|Able to schedule live session support (may have fee)||X||X||X||X||X|
|Order Paid Support Services for custom development||X||X||X|
|Receive company specific information||X - limited||X||X||X|
|Order Additional Computer Licenses and/or Concurrent Connection licenses||X||X||X|
|Can see maintenance renewal date in portal Profile (Will show 'Maintenance Expired' if plan not active)||Will see 'Active Maintenance' or 'Expired Maintenance'||Will see 'Active Maintenance' or 'Expired Maintenance'||Will see 'Active Maintenance' or 'Expired Maintenance'|
Will see 'Active Maintenance' or 'Expired Maintenance'
|Receive Software Updates and New Versions||X||X |
|Receive License Keys and Activation Codes||X|
* Ticket support is currently available to all members at no cost. Effective late 2018 ticket support will continue to be free for companies with an active maintenance or lease plan. Companies without maintenance will have the option to pay for ticket support after a posted date.
** Live sessions for installation, configuration and training are available for free to companies within the initial support period after purchase. Companies with active maintenance may schedule a free call or live session for support with updating or upgrading from no more than two versions behind. Updating from older versions will incur a fee. fee schedule. Person booking must have a verified portal account.