Support Policy / Ticket System FAQ

This FAQ answers questions related to the usage of the CodeWeavers Support Ticket System.

1. What is the CodeWeavers Support Ticket System?
2. Do I have to be a customer to use this system?
3. How long does my support last?
4. How can I extend my support period?
5. What happens if I let my support lapse?
6. What do the different 'levels' of tickets mean?
7. How do I contact the list?
8. I have a second email address, how do I get emails from it to come in as Level 3?
9. Can I keep my posts to the ticket system private?
10. I lost my password!
11. How do I update my email address, or other user info?
12. My support level has expired, and I can no longer download the latest version of CrossOver?

Q: What is the CodeWeavers Support Ticket System?

A: The CodeWeavers Support Ticket System is a mailing list that allows us to track support emails for our products such as CrossOver. A support staff member will then be assigned to that request or ticket. New tickets appear in the system as [Open]. Dialog between the customer and the assigned staff member is tracked in our system until the issue has been solved to the customers statisfaction. The ticket is then marked [Closed]. Replying to a closed ticket will automatically reopen it.

Q: Do I have to be a customer to use this system?

A: Yes. Registered customer requests will be higer priority and get solved much sooner. Unregistered (Level 0) emails will not be answered. If you need help, please purchase CrossOver.

Q: How long does my support last?

A: Customers who purchase a single-user license of CrossOver Linux Standard are entitled to receive 6 months of free support and product upgrades. Customers of CrossOver Linux Pro, CrossOver Mac, and CrossOver Server, are entitled to 1 year of support and product upgrades.

Q: How can I extend my support period?

A: By purchasing a Support Extension from the CrossOver Store. Support extensions provide you with an additional year of support and product upgrades. To purchase a Support Extension, simply put the requisite number of copies of your original product in your shopping cart. Our store will recognize that you are an existing customer, and update your support period accordingly. You will also receive a discount for this extension purchase if you are currently under support. Please note, however, that CrossOver Linux Standard does not come with the option of support extensions. Standard customers must re-purchase a new copy of Standard in order to renew their support.

Q: What happens if I let my support lapse?

A: If your support lapses, you will still receive Level 0 support, with all the provisions that entails (i.e. we may not answer quickly or at all). You can purchase a new Support Extension at any time.

Q: What do the different 'levels' of tickets mean?

A: This system uses the following support levels

• Level 1 · Premium Support. Customers who purchase a 100+ multi-user license of CrossOver Mac, CrossOver Linux Professional, or CrossOver Server automatically get this higher priority level of support. Please contact your sales representative to learn more about the additional customized support available to Premium customers.
• Level 2 · Professional Customer Support. Anyone who purchases CrossOver Linux Professional qualifies for this level of support. This support includes problem resolution for any problems found with any of our supported applications. We can't always fix problems right away, but all Level 2 problems will be triaged and logged, and hopefully fixed in a future release. With Level 2, we will consider problems that are found on a distribution we haven't tested, but we may not be able to respond quickly unless you are running one of our tested distributions.
• Level 3 · Standard Customer Support. Anyone who purchases CrossOver Mac or CrossOver Linux Standard qualifies for this more limited level of support. Level 3 support includes fixes for installation issues or major show stopping issues with any of our supported applications running on any of our tested distributions. Level 3 support is much more limited than Level 2, and you should not expect a rapid or complete response to anything but the most serious problems.
• Not Set / Level 0 · Unregistered or Expired Customer. You will not be able to contact support until you purchase or renew CrossOver.

Q: How do I contact the list?

A: The normal method is to email one of the lists you see on the home page of the Support Ticket System website. Or if you are logged in, you can use the enter ticket form.

Q: I have a second email address, how do I get emails from it to come in as Level 3?

A: We offer the ability to add email aliases to your account. If you are logged into the site, simply go to your Profile page, and click the Email Aliases tab. You can also use an alias to log into the site.

Q: Can I keep my posts to the ticket system private?

A: Yes, if you insert this text:
  #private
into the body of your message, then then only our staff will be able to see your post. Also on the profile page there is an option to automatically mark all your posts as private. Please note, once a ticket is sent out to the mailing list, it can no longer be marked as private.

Q: I lost my password!

A: On the user login screen, enter your username, and click, 'Lost Password'. Your password will then be emailed to you.

Q: How do I update my email address, or other user info?

A: Login to the system and Click the 'Profile' link in the sidebar. You can change your name, email, and password on that screen. Your order history for and downloads are available via the CodeWeavers Store.

Q: My support level has expired, and I can no longer download the latest version of CrossOver?

A: After 6 months or a year (depending on the CrossOver product you initially purchased), your support will expire. This means that your support level will be downgraded to Level 0. Also, you will only be able to download the last version of the software available before your expiration date. If you are unsure of your expire date, you can login to the CodeWeavers Store to view your order history. Also by logging into the store with your email and password, you can purchase support renewals. A support renewal will upgrade you for another year of downloads and higher level support. More information on our uprade policy can be found here. Please note, too, that CrossOver Linux Standard does not come with support extensions. Owners of Standard simply re-purchase a new copy of Standard in order to renew their support.

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If you have more questions you would like to add to our FAQ, please contact us at ticket-system@codeweavers.com.