REV.
January 1, 2025

Support Policy

This Support Policy outlines the support services provided by Crescendo to our Customers. Our goal is to provide you with exceptional service and support to ensure the highest level of customer satisfaction.

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

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

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.

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.   

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.

Contact Us

support@crescendo.ai

+1 (888) 410-8077

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