All phone support is scheduled through the Calendar except for emergency support.
To be able to offer support in a timely manner to all customers, and avoid telephone tag, we request that all support be scheduled via the Calendar. This ensures that we have a support representative available to work with at a specific time. Customer are located in every time zone and the Calendar will allow each user to see the appointment time in their time zone.
Free phone support is available to customers with an active maintenance plan. Paid phone support is available for customers without maintenance who are on active or deprecated release. End-of-life releases are not eligible for phone support. Note: If the issue is due to being on an older release of Crate Pro 6 and/or FileMaker products, updating will require that you have a maintenance plan: Check your Release Here
Emergency phone support is available for emergencies, such as when your Crate Pro 6 system is fully down and you're unable to work. This option is not for basic questions or training. We allow for 30 minutes . If additional time is required we may need to schedule at a later time that day.
In advance: Ensure you have access to the backups of your Crate Pro 6 files which includes your current Crate Pro 6 activation file. Administrator access to FileMaker Server (if using server) and a access to Crate Pro 6 login with admin access.
When you call the emergency line, follow the instructions to leave all the required information. A rep will verify your eligibility and call you back as soon as a support agent is free. If you do not have maintenance you will not receive a return call. Please use the Customer Support Calendar and schedule a call.