Our Crisp Support Team is here to assist you with any problems you may encounter when using our products. This article outlines our support expectations so that you can know what to expect from our team.






Contact Channels & Response Times


Chat

  • Accessed via the Support tab on the Dashboard and POS
  • Ideal for most inquiries and troubleshooting efforts
  • A Support Specialist will begin assisting you within 5-20 minutes.



Email 

  • support@crispnow.com
  • A Support Specialist will begin assisting you within 1 business day.



Emergency Hotline 

  • (385) 317-4006
  • An Emergency Specialist will begin assisting you immediately. If the line is busy, your call will be returned ASAP.







Hours We Are Available


Monday-Saturday | 7am - 10pm MT

  • Chat
  • Email
  • Emergency Hotline (FOR EMERGENCIES ONLY)



Sunday | 9am - 9pm MT

  • Emergency Hotline - (FOR EMERGENCIES ONLY)



Holidays | 7am - 7pm MT

  • Emergency Hotline - (FOR EMERGENCIES ONLY)



If assistance is needed outside of these hours, you are encouraged to message us and we will reply the next business day.



Please note that some troubleshooting efforts will require escalated assistance from other memebers of our team, who do not operate within the same time-frames.






What Constitutes an Emergency?


Things interfering with your customers' ability to place orders.



Some examples may include:

  • You are unable to take orders in-store or online
  • Payment device(s) are currently not working 
  • Online ordering needs to be shut off and you do not have immediate access to do so
  • Price issues causing items to ring up free



Our Emergency Specialists are only authorized to help you with emergencies. You will be directed to speak with a Support Specialist through Chat or Email for all other inquiries, as our Emergency Specialists must remain available for emergencies at all times.






Troubleshooting Expectations


Store-Level Issues

Issues at the store level (internet down, can’t take payments, screens down, etc.) need to be handled by someone at the store. This will allow for the issue to be resolved ASAP. 



More Complex Issues and/or Training

As Crisp continues to grow, our goal is to hire more Support Team Members which will allow us to eventually accept phone calls for non-emergent issues. In the meantime, we understand that typing up a huge message is not always ideal and that more in-depth training is sometimes needed. If this happens to be the case for you, please explain this to our support team over chat or email and they will help you set up an appointment with a training or troubleshooting specialist in order to get you taken care of.



System Inquiries

  • Best Channel: Chat/Email
  • Estimated Resolution Time: 5 Minutes - 1 Business Day (depending on complexity)



Label/Receipt Printer

  • Best Channel: Chat
  • Estimated Resolution Time: 15 - 30 Minutes



Payment Terminal 

  • Best Channel: Chat (Emergency Hotline if main or only working reader)
  • Estimated Resolution Time: 30 Minutes - 1 Hour



Server Connectivity

  • Best Channel: Emergency Hotline
  • Estimated Resolution Time: 30 Minutes - 1 Hour






Service Charges


Specialist On Location: 

  • $50.00/hr (this does not apply to virtual sessions)



Travel Charges: 

  • $10.00 charge within 50 miles of the Crisp office 
  • $0.55/mile for every mile beyond 50 miles



If you live in Northern Utah and want hardware hand-delivered and installed, service charges will apply.






Hardware


If after troubleshooting your equipment, we conclude that new hardware is needed, we will ship it out during the next business day. If you prefer to have a piece of equipment shipped out faster, please let a support specialist know (additional shipping costs will be applied). Hardware will only be overnighted in the case of an emergency and/or with the approval of our hardware team. 



If you will be requiring assistance in order to set up your new equipment, please schedule a time with a support specialist over chat or email prior to the time of install in order to avoid any delays in the setup process.






Menu Management


Your Responsibility

Your company is responsible for the management of your menu. If changes to your menu are needed, you will need to contact the person within your company (i.e. store owner or corporate contact) who has been granted permission to do so. 



Our Responsibility

It is our responsibility to troubleshoot any issues you may be having with the Dashboard, Online Ordering, POS, or in-store equipment and provide training when necessary. We will not make menu changes on your behalf outside of circumstances involving troubleshooting and/or training






Things You Can Do


Our Crisp Support Team is always looking for ways to make your experience better. When you reach out to us with issues we want them solved as quickly and painlessly as possible. We want to create a great relationship with all of our customers and the best way to do this is to set expectations.  


We ask that you relay all of this information to your staff so that they know what to expect from us as well. We believe that at the root of all frustration is an unmet expectation. By making sure both parties know what to expect of each other, we can avoid frustration and work together to overcome any obstacles that may arise. Thank you!




Sincerely,


Brian Gibbons

Support Team Supervisor 

Haven Winston

Director of Customer Operations