Crow Canyon Support Policy


SUBSCRIPTIONS (mainly for Office 365 installations)
Subscriptions to Crow Canyon’s SharePoint applications include Standard Support on an on-going basis for as long as the Subscription is maintained.



STANDARD SUPPORT
Standard Support includes the following:

  • Maintenance releases, updates, and bug fixes
  • Email support during U.S. business hours (9 am Eastern to 5 pm Pacific,  M – F, excluding U.S. holidays), SLA response times are:
    • Critical – Within 15 Minutes
    • Normal – Within 2 hours
    • Low – Within 4 hours
  • Email support off-hours with a 24-hour response time.
  • Remote sessions that we initiate as needed
  • Full access to our online documentation & online training resources


ENTERPRISE SUPPORT
We also offer Enterprise Support packages with phone support, higher priority in the support queue, a development server license, and up to 24×7 coverage. Contact sales@crowcanyon.com for details and pricing.



WHAT OUR SUPPORT DOES NOT INCLUDE
Our Support does not include customizations, integration with other programs, extension of the program, or training of end users or staff. It also does not cover setup and configuration of SharePoint itself and connection to Exchange or databases. For those needs and others, we offer our Professional Services.



PROFESSIONAL SERVICES
SharePoint configuration and connectivity services are available from Crow Canyon as a separate purchase. See our Professional Services page for details.