Crate Pro 6 Support and Fee Schedule
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Modified on: Thu, Oct 31, 2024 at 10:45 AM
The perpetual license program gives you the opportunity each year to take advantage of a maintenance plan. While not required to use Crate Pro, it is strongly suggested, not only for the benefits of receiving updates but for some features to function.
Maintenance allows you and your staff to schedule free virtual support sessions for installation, configuration and ongoing training!
Maintenance helps you stay compatible with hardware and operating system updates.
All support requests require that the requester have a free support portal account. The primary contact can request a portal account created simply by sending your full name and email address to Support@CratePro.com
Your annual maintenance cost include maintenance fees paid to Claris-FileMaker. Lapses in coverage are not allowed by the terms of their EULA. The CAL (computer) and Server licenses will need to be purchased at full rates should maintenance lapse and you later wish to restart the benefits. Your DAL (concurrent connection) licenses do not incur additional costs and will carry into your active support.
Major Active Maintenance Benefits for staff with support accounts:
- Free Crate Pro 6 updates with new feature and fixes:
- Free full releases of Crate Pro software
- New versions of FileMaker software: helps maintain compatibility with new operating systems
- Free Support Portal ticket support
- Ability to book unlimited online screen sharing support and training sessions
- Ability to book unlimited scheduled phone support
- Ability to purchase additional computer(CAL) , concurrent connection licenses (DAL) and/or upgrade to client-server configuration if on peer-to-peer at discounted rates
- Access to SketchUp 3D CAD images: active maintenance is required to download CAD images
- Ability to export reports into flat file formats: XLS, CSV, TAB and more - active maintenance is required to download reports
- Ability to request a short private video to explain visually a process or configuration question
- Free live upgrade support: Requires that you are upgrading from a release no more than 2 releases behind. End of life not eligible for upgrade support. Deprecated releases may be eligible for a fee.
- Ability for customization: reports, styles, exports, etc (fee based)
Maintenance is renewable annually to continue benefits. Maintenance must be maintained and not allowed to expire to be eligible for renewal discounts.
Release Status:
Crate Pro 6 r190736 & 190737 (active) on FileMaker 19
Crate Pro 6 r190730 to r190735 on FileMaker 18 or FileMaker 19 (deprecated December 2022 / end of life December 2025)
FileMaker Server 18 is compatible for use with any Crate Pro 6 r1907## but will no longer be supported effective January 2023. Server customers should using FileMaker Server 19 to ensure compatibility with newer operating systems
Crate Pro 6 r1812nn on FileMaker 17 & FileMaker 18 (deprecated June 2022 / end of life December 2022)
Crate Pro 6 r1807nn on FileMaker 16 (deprecated December 2021 / end of life December 2022)
Crate Pro 6 r1712nn on FileMaker 16 (end of life December 2020)
Crate Pro 6 r1711nn on FileMaker 16 (end of life - All customers on this version eligible to update to 171218 till December 2020)
Crate Pro 6.4138 (end of life December 2021)
Crate Pro 6.4104 to 6.4136 on FileMaker 15 and FileMaker 16 (end of life December 2019)
Crate Pro 6.4001 to 6.4100 on
FileMaker 13 and FileMaker 14 end of life ( July 2019 )Crate Pro 6.3046 to 6.3999 on FileMaker 14 and FileMaker 15 end of life (December, 2018 )Crate Pro 6.3001 to 6.3045 on FileMaker 13 is end-of-life (December 2018)Crate Pro 6.2xxx on FileMaker 11 is end-of-life (December 2017)Crate Pro 6.1xxx on FileMaker 9 is end-of-life (December 2016)Crate Pro 5 on FileMaker 6 is end-of-life: (December 2015)Versions at end-of-life are not eligible for live support sessions, call backs, ticket support or additional downloads. Please use the self-help Solution articles and/or Forums.
Terms and Fees subject to change without notice (All funds shown USD$). Discounts applied when you enter your code at booking.
Active Maintenance Plan / Lease Plan
| No Maintenance Plan
| Service |
| free | not eligible | Upgrades to new versions of Crate Pro |
| free | not eligible | Bug Fixes and In-version updates |
| free | not eligible | New Features to Main File (Custom Add-on modules may be available at a future date for a fee.) |
| free | not eligible | Access to SketchUp 3D CAD images for all crate style templates |
| free | At discretion of support team
| Ticket Support for Active Releases(see above for applicable versions). |
| free | At discretion of support team
| Ticket Support for Deprecated Releases (see above for applicable versions) |
| free | free | Access to Forums |
| free | free | Access to Manual, Solution Articles, Videos and Support Documentation on website |
free
| $125 hr | New installation online session support. Only active and deprecated releases eligible. (NO data migration. Software and license files not included) |
| free | not eligible | Migration / Update : Online session update with data migration session from any release 1907nn to current. Data migration valid from a maximum of two previous releases.
>Non maintenance customers may purchase new licenses to reinstate a maintenance plan. Data migration eligible from a maximum of two previous releases to current (no end-of-life)
|
| free | not eligible | Network support We do not offer engineering support. Please refer to your own IT personnel (Only active releases) |
free
| not eligible
| Change Host or Client computer support: Online session to assist with changing your Host or a client computer. Does not include software or license files. (Only active releases)
|
2 free then $25 per link
| $50 | Replacement software download: Cost per each item: FileMaker Pro / FileMaker Server / Crate Pro 6. (NO end-of-life releases or versions) |
| 2 free then $15 | $50 | Replacement Crate Pro 6 Activation file (No end-of-life releases). If required for companies without maintenance, it will be a temporary file valid for 2 weeks only for the purpose of activation. |
2 free then $15
| $50
| Replacement FileMaker license key: Current FileMaker versions. Older releases may not be available. (NO end-of-life versions) |
| free | $100 | Replacement FileMaker Certificate: Expired less than 18 months FileMaker 18/19 ONLY; Cost is per certificate |
| free | not eligible | Updated FileMaker Certificate: Unexpired only |
| $50 | $100 | Lost or Forgotten Admin User Name or Password: release 1907nn |
| $100 | $159 | Lost or Forgotten User Name or Password: release 1807nn. |
| Free | $125* | Live session 60 minute Online Training or Configuration Sessions and/or Phone Support for active versions only |
Free
| $75*
| Live session 30 minute Phone support for active versions only. |
| $50 | not eligible | Primary contact name change on Activation Key file. For purposes of forms within Crate Pro you can change your address in Preferences > Company tab. This does not change the license. (company name , VAT and/or postal codes will not be changed). Licenses may not be transferred to another company. Contact Support@CratePro.com for more information |
| Fee Based on Request | not eligible | Custom development for new styles or custom exports from Crate Pro 6. Only available on current release.
|
| $50* or 60 day block | No refunds*
| NO-SHOW POLICY FOR LIVE SESSION & PHONE SUPPORT: While we understand emergencies occur, however companies with two no-shows will be blocked from scheduling live sessions for 60 days or a one time fee is paid for reinstatement |
| $35 | $35 | Admin cost for payment via wire transfer - this does NOT cover wire transfer fees generated by transfer banks your company uses.
|
* Scheduled phone support and sessions can be rescheduled or cancelled up to 65 minutes in advance using the links provided in your confirmation and reminder emails. Ensure you receive a confirmation that the session has been changed.
Customers without maintenance are not eligible for refunds and may only select to reschedule.
Before scheduling any session via the Calendar - CONFIRM THAT YOU HAVE AN ACTIVE RELEASE. Deprecated and End-of-life releases not eligible and no refunds are given.
Third Part Support for customers without maintenance (All versions of Crate Pro supported)
Marcel Gauthier
http://www.superiorcratedesign.com/
Canada 905 448 5901
Mobile number 647 234 3355
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