SUPPORT OPTIONS

Standard Support

• WoodenCRATES.org provides unlimited e-mail support for 60 days from when you activate Crate Pro or 90 days from your purchase, whichever ends first. One webinar training is included within support period. Telephone support is provided as needed.
• Three free re-activations are included should you need to reinstall Crate Pro during your first five years and need to contact support. (Instructions are available for free re-activation - make sure to download 'Reinstallation Instructions' immediatly after installation to ensure you have all documentation.) *Requirements Apply.
• Additional re-activations may incur a support fee of up to 25% of original license cost. (Instructions are available for free re-activation on Download page *Requirements Apply.)
• CD's may be purchased for $15 each plus shipping. (Does not include re-activation.) CD's are not required for Crate Pro 5 installation.
• Crate Pro 5 is now a downloadable ZIP file. Please keep a copy of this file in a safe place should you ever need to reinstall your software.
• Hourly Support is available after your initial support period expires.
• After your initial support period has ended and if you do not subscribe to Support Plus, technical support is available at our usual hourly rate. A one hour minimum will apply to each issue. For support please call 800-577-2447 Ext 705. Major credit cards are accepted.

Support Plus

• For those who want the security of ongoing software support we offer the Support Plus package. With Support Plus you receive unlimited and ongoing support as needed.

Here are a few of the major benefits of Support Plus...

• Unlimited first level e-mail support
• First level phone support as required
• Up to four online trainings per twelve month period
• 20% reduced cost for on-site training and service if requested
• General FileMaker support for multi-user customers
• Free re-activations during Support Plus period *Requirements Apply
• CD's for $15 plus cost of shipping. *If re-activation also required, please see requirements.
• Download link of same version free during Support Plus period. *If re-activation also required, please see requirements.
• Option to renew Support Plus available yearly for continuous support.

To activate Support Plus, call us WITHIN 60 days of the purchase of Crate Pro. Support Plus is $350 per license excluding Dedicated Server (Filemaker Server 5.5). You will received a total of 15 months support if purchased when you purchase your licensing or 12 months if purchased within 60 days of your licenses. Support Plus is not available after your first 60 days as a customer and may not be restarted if allowed to lapse for more than 60 days.

• Notes for multi-users
• The Support Plus package pricing is based on the cost of your Crate Pro license, NOT your full installation cost. If you received a free license, support for that license included at no charge.
• WoodenCRATES.org makes every effort possible to reduce your costs of upgrading, however Crate Pro upgrades may required upgrades to your FileMaker licensing. The Support Plus maintenance plan does not include any licensing or installation costs associated with FileMaker licensing. WoodenCRATES.org will assist you in your license management at no extra cost as well as FileMaker support as required by Crate Pro. Telephone support for other issues, if necessary, is provided at our usual support rates.
• We recommend you provide WoodenCRATES.org with remote access to your server for best support.
• For the best support possible, click on Help from within Crate Pro, then select the Support Tab. Click the button on that screen to generate system information and add your technical support question before sending the e-mail. This allows us to research your concerns without making you wait on the phone.
• For Design questions we request you fax or email your Cut sheets and Assembly Diagrams to us with your questions. If you did not setup Crate Pro to send e-mails, send your support inquiry to support@cratepro.com or call/fax to 800-577-2447 Ext 705

What's Not Included With Your Support

• WoodenCRATES.org does not include crate design or manufacturing advice with your Crate Pro software nor do we support utilities or other software that ships with Crate Pro. You can get free support for many issues at the WoodenCRATES.org forums. We do offer this service on a fee basis. For more information call us at 800-577-2447 Ext 705
• FileMaker application support for use that does not relate to Crate Pro is not included, nor is FileMaker support for any software not purchased from WoodenCRATES.org.
• Travel and travel related expenses are not included. Training can be done via Webinar however if you prefer on site training it is available for a fee. Labor for any visit during the initial support period will be billed at 80% of our standard rate; after the support period, labor will be billed at 100% our standard rate.
• Engineering or services to your hardware, operating system, cabling or infrastructure is not included. Although WoodenCRATES.org will make every effort to assist you in the adjustment of your environment (if needed) we can't replace your usual engineer or service technician. Crate Pro typically will install and run without incident on all Windows networks, but please assure that your usual support person is available to work with you or us as necessary to provide the best performance from Crate Pro and the rest of your technology.
• Crate Pro 5 is not an email program but it allows you to send quotes and advertising, however some ISP's block port 25 to control spam which is the international standard for email. If your port 25 is blocked you will need to contact your ISP and request either to have the port unblocked or be given an alternate SMTP. Additionally, CP5 is unable to provide authentification.Please contact your ISP for a SMTP that does not require authentification. (Note: All reports, quotes, cut sheets, etc in Crate Pro 5 can be saved as PDF files for attaching in email. Many good PDF printers are free and are available online. )
• Support is provided during normal business hours GMT-5 or US EST.
• CD's may be purchased for $15 each plus shipping. (Does not include re-activation.) CD's are not required for installation.

*Requirements for Free Re-activation Out of Support Period:

• Re-installation must be done on same PC as originally activated .
• You can re-install and re-activate your licenses on original PC's at no charge if you have all of your installation material and Set-up information. If you are unsure of requirements please download instructions from Downloads page. Requirements are subject to change.

Our support policy is subject to change without notice