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.
We do not provide phone support outside of scheduled sessions.
Please do not be a no-show. Your confirmation and reminder emails offer options to reschedule or cancel if you are unable to attend. You have up to 65 minutes in advance of your start time to make changes after which there are no refunds and/or you will be marked as a no-show. (* see important information at bottom of article regarding no-show policy)
Active support and maintenance customers will enter your company code at time of booking, which is located in each members PROFILE page. Failure to enter your code will result in a fee to complete booking.
URL: This is a link to join the online meeting. It does not connect to the audio. If you want to use your computers audio, click on the first circle in the meeting toolbar and select audio BY COMPUTER
CALL IN DETAILS: We prefer and you may chose to use your phone for the audio. This link takes you to a local and international list of phone numbers. Call using ANY of the numbers you prefer, then enter the Conference ID: 500 554 260# to enter our teleconference line.
Support is available for active releases. Limited support is available for deprecated releases depending on the issue. Contact me at the email below before booking to ensure an online session will be beneficial.
We are not able to support end-of-life releases on an online session or phone call.
THERE ARE NO REFUNDS FOR SESSIONS OR CALLS - NO EXCEPTIONS
Please email Support@CratePro.com for help or to check your companies support status
Click Here for a full list of releases and fees
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:
Other members with support portal accounts may continue to book sessions, however, if a single no-show occurs by anyone on the same company account (includes 3rd party IT approved persons) during that 60 day term, the entire company will be blocked for free sessions for 60 days from date of the last no-show unless a paid session is set up.
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.