Support
One address, two phone lines, hours in Pacific time, and what to include so the first reply is the fix rather than a question. Sales inquiries go through the contact page.
Updated : one phone number now serves Canada and the United States; the separate United States number is no longer in use.
+1 (604) 261‑3188
Canada and the United States
Monday to Friday, 8:00–17:00 Pacific (closed on BC statutory holidays)
Outside these hours, calls and messages are answered from 8:00 Pacific on the next business day, Severity 1 first. Customers whose support agreement includes out-of-hours escalation use the route it names.
Closed on BC statutory holidays (dates on the support page).
A message sent now gets its first response by the end of , Pacific time.
The BC statutory holidays we are closed on
- — Thanksgiving Day
- — Remembrance Day
- — Christmas Day
- — New Year’s Day
- — Family Day
- — Good Friday
- — Victoria Day
- — Canada Day
- — B.C. Day
- — Labour Day
- — National Day for Truth and Reconciliation
- — Thanksgiving Day
- — Remembrance Day
- — Christmas Day
- — New Year’s Day
Five things that save a round trip
- Your Creatio site identifier (the address you sign in at) and the Creatio version, from Settings → About
- Which add-on or which build the issue is in, and since when
- What you expected, what happened instead, and one record it happened on
- A link to a screenshot or a screen recording — we do not take file attachments
- How many people it affects, so we can set the severity with you
What not to send
- Exports or spreadsheets of your customers’ records: send the record’s ID, or its address in Creatio, instead
- Your customers’ names or contact details in a screenshot: crop or blur them first
- Passwords or sign-in details. If we need to see your system, your Creatio administrator gives us a time-limited account
- Links that never expire: set the screenshot or recording link to expire
A support message is kept like any other message to us; the privacy page says for how long.
Three levels, and what each one gets
If your support agreement sets response targets, those apply. If it sets none, these do:
| Severity | What it means | How to raise it | First response |
|---|---|---|---|
| Severity 1 | Production is down or data is at risk: nobody can work in the system, or records are being written wrongly | Call us | In business hours, the same day; out of hours, first thing the next business day. Customers whose support agreement includes out-of-hours escalation use the route it names. |
| Severity 2 | A process or integration is impaired: work continues with a workaround, or one team is blocked | Email or the form, with your Creatio site identifier and a screenshot link | Answered within one business day |
| Severity 3 | A question, a small change, or a request for the next round | Email or the form | Acknowledged within one business day, then scheduled into everyday delivery |
The Outlook Connector
It is a Kewl product on the Creatio Marketplace, and Kewl supports it: the listing names Kewl as the developer providing support, by email. Raise an issue at the address above with your Creatio version; a fix ships as a Marketplace update. The listing is the reference for what each edition includes.
- Outlook Desktop Connector for Creatio — editions, compatibility and the listing
Email marketplace@kewlconsulting.com for the Outlook Connector’s Administrator Guide and User Guide, and we will send them. What each guide covers. The product page also answers questions on installing it and on which versions of Outlook it supports.
What a support agreement covers
A support agreement for a system we built and run covers:
- Automated checks around the clock, with people responding in the hours above, and out of hours where the agreement includes escalation
- A named engineer who knows your build
- Everyday delivery of fixes and small changes
- A quarterly review of adoption, reliability and cost against the baseline agreed at the start of the project
The targets are in the agreement; the service page says how the work runs.