Questions about Ordering

Our goal is to continue providing excellent service and support. These are common questions we receive on a regular basis and we hope you find your answer quickly. If you don't see the answer to your question please don't hesitate to contact your Preferred Reseller or a Crystal Point Sales Representative.

How can I receive a written quote?
Contact your Account Representative directly either by email or telephone to discuss the product details, the urgency of the quote, and where to send the written quote. If you do not have a specific representative that you are working with please contact:

Email: Sales@Crystalpoint.com

Telephone: 800.982.0628

How can I place a purchase order?

Email: sales@crystalpoint.com

Telephone: (US Only)-800.982.0628

Telephone: (Outside US)

Fax: 480.422.1431

Mail: 8502 E. Via de Ventura #106
Scottsdale , AZ 85296

What currencies do you accept?
All payments must be in US funds and drawn on a US Bank

How will I receive my invoice?
Upon shipping your product, an invoice will automatically be mailed via US Postal Service unless you request it to be faxed or emailed.

Payment
What payment options are available?
Crystal Point has a variety of easy and convenient options for payment.

 

Option 1

Payment by Credit Card

We accept Visa, MasterCard, and American Express credit cards.

The following information is needed for credit card orders:

Type of Card

Account Number

Card Holder Name (as it appears on card)

Expiration Date (Month and Year)

 

Option 2

Bank Transfer

To wire transfer money, follow these steps:

1. Provide your bank with Crystal Point 's account number, which is: 108010154.

2. Crystal Point 's bank information is:
Camelback Community Bank
2777 East Camelback Road - #100
Phoenix , AZ 85016
USA
602.224.5800

3. If needed, Camelback's Bank identification number is: 122105663

4. The invoice must be referenced with the Customer name (I.E. Company Name / INV # xxxxxx).

 

Option 3

Payment by Check

All checks must be in US funds and drawn on a US bank

Make Checks Payable to: Crystal Point, Inc.

Mail Address: 6619 N Scottsdale Road
Scottsdale , AZ 85250
USA

 

How can I cancel my order?
In order to cancel or exchange your order for a different product, you will need a Return Authorization Number (RA Number) prior to returning product. You can receive this number by contacting your sales representative, calling the sales department or email at sales@crystalpoint.com.

Defective or Exchange of product
Within 30 days of purchase, Crystal Point will be pleased to:

Replace product that is either defective or that has been defective during shipping

Exchange product for similar Crystal Point products

 

Who can I contact with questions about the status of my order?
You can contact your Account Representative or email us at customersupport@crystalpoint.com

Delivery
When will I receive my product?

We strive to fulfill your order timely, efficiently and accurately in accordance with Export and Administration Regulations.

There are three methods you can request for delivery of your product:

• FTP download - once your order is received and processed (usually within 2-3 hours) you will receive an email that will provide you with a link and all necessary information instructing you how to download.
  
  
• Media shipped to you - Product is usually shipped ground unless you request sooner. There is an additional $20.00 fee for up to 3 CD's.
  
  
• Both FTP download and Media - the process described above.

 

All orders that are shipped with be in compliance according to the rules and regulations of the US Department of Commerce Bureau of Export and Administration Regulations (EAR).

Most orders are shipped and billed within 48 hours. United Parcel Service (UPS) is our primary carrier.

If I choose to download the product what is the process?
Once your order is received and processed (usually the same day) you will receive an email that will provide you with a link and all necessary information instructing you how to download.

Product Evaluations
How can I receive an evaluation? We are pleased to provide a limited time product evaluation for your consideration to purchase. To qualify you must:

Complete all fields in the evaluation form

Be making an upgrade or purchase decision for multiple users

 

After receiving your evaluation request, a Sales Representative will contact you to answer any questions you may have, and determine what download and licensing information you will need.

I'm evaluating your product, who can I contact about product questions?
Your Account Representative or Preferred Reseller is ready to assist you during your product evaluation. If during the evaluation you need technical support your Account Representative will put you in contact with one of our sales engineers.

Product Support and Maintenance
What kind of product support can I expect from Crystal Point ?

Free technical support will be provided during the first 90 days after purchase.Support applies to all instances of that product licensed by the customer and will be provided to any employee of the company.

You can contact our technical support department at support@crystalpoint.com.

Star Support and Maintenance Contract – Rapid Dedicated Support
Crystal Point 's expert technical support is dedicated to providing mission critical response to minimize costly downtime. Our goal is to respond to telephone support calls within two hours during normal business hours.

 

Unlimited Telephone Support
North American Star Plan customers are entitled to unlimited, toll-free, telephone support from 7:00 am to 5:00pm (PST), Monday – Friday, except holidays, at 1.800.982.0881.

Star Plan customers outside North America can call our global support telephone number, +1.425.806.1143 ( USA ) for unlimited, telephone support from 7:00 am to 5:00pm (PST), Monday – Friday, except holidays.

Our European Star Support customers can also receive telephone support from BrightStrand International by phoning +44. (0) 141 248 4903, Monday - Friday 9:00am to 17:30pm GMT. This provides European customers a 16 hour coverage window.

• Unlimited Electronic Services
  Star Plan customers are also entitled to unlimited product support via fax, email, Internet and FTP sites.
• Star Plan customers also receive:
• Advance bulletins about new software releases
• Free Software Maintenance releases downloaded directly from our FTP site
• Free Feature releases
• 50% Discounts on major releases

Pre-Installation Consultation to customers who purchase upgrades or new licenses of Enterprise (Per-Seat or Concurrent) versions of OutsideView or OutsideViewWEB software. The consultation includes:

45 minutes of technical support via phone.

An overview of OutsideView and/or OutsideViewWEB capabilities and feature set

Suggested configuration set-up per installation

Screen setting review per customer computing environment and user community.

Who's Covered?

Enrolled company group or department with licensed products

Any additional licenses added during the year that fall within the same Star Plan volume category

Two designated representatives for each enrolled company group or department

Available Now

One payment covers a full year of unlimited support (multi-year options)

The Star Plan is renewed annually on the anniversary date of your enrollment (automatic renewal option)

The Star Plan is available to those customers using the latest version of OutsideView, OutsideViewWEB, AppView, or AppViewXS at the time of enrollment

On-site product support or network troubleshooting is available. Call your sales representative for details and pricing.

 

Ready to buy Maintenance?
Contact sales@crystalpoint.com or your
Preferred Reseller

Renewing my Star Support and Maintenance
60 days before your Annual Star Support and Maintenance plan expires, you will be notified via email reminding you that your plan is about to expire. In this email we will provide you with the following information:

• Star Support Contact Number
• Number of licenses for Renewal
• Quote for Renewal

 

This information will then allow you to start your internal renewal process so that you can either obtain a Purchase Order, renew with a major credit card or arrange to wire funds to Crystal Point for payment.

Ready to buy?
Contact your local Crystal Point Office

Email: sales@crystalpoint.com

In the U.S. and Canada , call: 1.800.982.0628

International customers, call: 1.425.487.3656

 

Attachmate Customer Service

Email: support@crystalpoint.com

In the U.S. and Canada , call: 1.800.982.0881

International customers, call: 1-425.587.3656