Support Policy

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Support Services

We offer support services to assist with any technical issues or questions related to our Services. Our support team is available during the following hours:

• Business Hours: Monday to Friday, 9 AM to 5 PM EST
• After-Hours Support: N/A - during Business Hours, our support team will prioritize responding to after-hours requests based on the severity of the request as outlined in the “Response Times” section below. 

Support requests can be submitted through the following channels:

• Email: support@crescendo.ai
• Phone: +1 (888) 410-8077

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Response Times

Our support team aims to respond to all inquiries within the following timeframes:

• Critical Issues: Within 30 minutes during Business Hours
• High Priority Issues: Within 60 minutes during Business Hours
• Normal Priority Issues: Within four hours during Business Hours
• Low Priority Issues: Within one business day during Business Hours

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Support Tiers

We offer the following tiers of support:

• Tier 1: Basic troubleshooting and issue resolution.
• Tier 2: In-depth technical support and issue escalation.
• Tier 3: Advanced support involving our engineering team for complex issues.

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Exclusions

Our support services do not cover the following:

• Issues resulting from Customer modifications to the Service offering not in accordance with our Documentation.
• Support for third-party applications or services not provided by us. 
• Training on the use of the SaaS offerings (available separately).
• Customer’s equipment, software network connections or other infrastructure. 
• General Internal problems, force majeure events or other factors outside of Crescendo’s reasonable control.   

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Updates and Maintenance

We regularly update and maintain our Service to improve functionality and security. Customers will be notified of scheduled maintenance and updates in advance.

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Contact Us

support@crescendo.ai

+1 (888) 410-8077