Customer Support Service

Standard Service

Standard Service package includes telephone and email support, bug fixes and maintenance, and software updates.

Client company can register request for bug fixes on the customer support portal. Response to such requests are made on working days (Monday to Friday) from 10:00 to 18:00 Moscow time (GMT +3) in Russian or English languages.

Query processing time is no more than 8 hours.

Premium Service

Premium Service package includes 24/7 customer support, critical software updates and bug fixes. Consultations are provided via Skype, phone or email. Premium service package also includes additional development support.

Client company can register request for bug fixes on the customer support portal. Responses to queries are performed 24/7 in Russian or English languages.

Query processing time is no more than 1 hour. Defect correction or provision of the workaround is provided within 2 hours of receiving a query.

Brilliant Service

Brilliant service provides full solution support to the Client. Personal manager with the technical education and with the full knowledge of all aspects and nuances of the solution will be allocated. Personal manager will be available 24/7 and is entitled to activate the development at any time.

The communication with the personal manager will be arranged by any available means of communications in the language of the Client. The response processing time is normally 15 minutes. The error correction is provided within an hour.

Service Desk

User Support Portal

User support portal is an automated system for viewing open cases and their resolution progress, requested system parts, and frequently asked questions.

User support portal's activity is duplicated by email. Registered client will receive notifications about the status changes of the requests.

User support portal is available 24/7 via web interface at:

https://jira.crest-wave.com/servicedesk/customer/portal/

User Support via Email

User support via email is available at the care address at crestwave.com. Request processing time will depend on the Service chosen by the Client.

Telephone Support

Telephone User Support is available to registered users and is processed in accordance to the Client's level of service.

Service Desk Phone Numbers:
  • Russia, +7 495 6495626
  • Europe, +371 67651173
  • Kenya, +254 20 4459900
  • USA, -