Contacting the Customer Support Europe – Welcome to Cropwise Customer Support Europe

1) Purpose

Provide a standard process to contact Customer Support Europe for incidents, service requests, and how-to questions, ensuring proper tracking and timely resolution.

2) Scope

Applies to all users and internal teams supporting customers in Europe.

3) Support Hours (Europe)

Monday–Thursday: 08:00–17:00
Friday: 08:00–15:00

Requests can be submitted anytime via the portal; responses and live coordination follow the hours above unless a Major Incident is declared.

4) Contact Channels (in order of preference)

4.1 Primary channel: Support Help Centre Portal

Use Support Help Centre Portal for all requests to ensure traceability and SLA tracking.

Portal: https://help.eu.cropwise.com

Action: Sign In and submit a request (Fill the mandatory fields)

4.2 Major Incidents (P1): Support Teams Channel + Support Ticket

For Major Incidents, use the product’s dedicated Teams channel for rapid coordination and create/update a support ticket for tracking.

If you are unsure which support channel to use, or cross-product impact exists, escalate to:

Customer Support Europe - DL_europecustomersupport@syngenta.com and José Caldas — jose.caldas@syngenta.com (Major Incident escalation focal point)

4.3 Secondary Channels: Local BUs Channels and Support Widgets (Product Embeded) and Email

Support Email: support@cropwise.com - To open a ticket via email, basic information is necessary.

Required Information:

- Product [For which digital tool is the request?]:
- Environment [Web/Mobile] (If applicable):
- User Account:
- Workspace Name:
- Organization Name:
- Description [Provide a clear and complete description of the issue/request

Addition Information For Issues:
- Steps to Reproduce the issue:
- Screenshots/Additional Information[Please attach relevant screenshots or additional context]:
- Current Result[What is happening instead]:
- Expected Result [What should happen]:
- Technical Details:
- Browser/Phone Brand and Version:
- Operating System:
- Date/Time of Issue [When did you notice this issue]:

Please note: Tickets sent to customer support with insufficient information will be placed on hold for three business days. Should the required details not be provided within this timeframe, the ticket will be automatically closed.

Spainish WhatsApp: +34 660 35 99 08
France: Phone: 0800402829
CW Protector Widget:

Click in interrogation button (?);
Ask a question or describe what you need;

If the bot can't answer, click in "Get in touch" and fill the mandatory informations.
The ticket will be created and the ticket follow-up will be done via email from this time.

CW Seed Selector Widget:
- Click in support button (Support);
- Ask a question or describe what you need;

If the bot can't answer, click in "Leave us a message" and fill the mandatory informations.
The ticket will be created and the ticket follow-up will be done via email from this time.

CW Spray Assist Widget:
- Click in Menu > How can we help you?

Fill the mandatory informations.
The ticket will be created and the ticket follow-up will be done via email from this time.

5) When to Contact Support

Contact Europe Support when you need to:

Report an incident (bug, outage, error, performance issue)
Request a service (access, configuration, data correction, enablement)
Ask a how-to / product usage question
Escalate an issue with increasing customer impact

6) Procedure — Standard Request / Support Ticket

Go to https://help.eu.cropwise.com and sign in (SSO if prompted).
Click Submit a request.
Select the appropriate Product and Service.
Complete the ticket with the Minimum Data Set (Section 8).
Attach evidence (screenshots, logs, exports, timestamps).
Click Submit.
Track progress by replying to the ticket email (keep all updates in the same ticket).

Please note: Distinct issues require individual support tickets, even if they relate to the same product. As different features may be managed by separate teams, raising individual cases ensures correct accountability and a more efficient resolution.

7) Procedure — Major Incident (P1)

Use this flow when service is down or severely degraded with high customer impact and no viable workaround.

Create or update a support ticket immediately
- Title should start with: [P1 Major Incident]
- Include impact, affected customers, start time, and current status.
Post in the Support Teams channel
- Share the ticket number
- Summarize impact + what is currently known
Escalate if needed
- If you cannot identify the right product channel, or the incident spans multiple products/teams, email:
  Customer Support Europe - DL_europecustomersupport@syngenta.com with the ticket number and impact summary.

8) Minimum Data Set (Required in Every Ticket)

Requester & customer context

Customer name / organization, country
Workspace name
User login/email
Environment (Production/Staging), if applicable

Issue description

Expected result vs actual result
Exact error message (copy/paste)
Start time and frequency (always/intermittent)

Reproduction & scope

Steps to reproduce
Affected module/page + URL (if relevant)
Number of users impacted

Impact & urgency

Business impact (what is blocked)
Deadline/time sensitivity
Workaround (if any)

Evidence

Screenshots/screen recording
IDs (field ID, userID, etc.), timestamps
Device/app version and browser (if relevant)

9) Priority Guidance (if the form asks)

P1 / Critical: Outage or severe degradation; many users; no workaround → use Major Incident flow
P2 / High: Significant impact; workaround exists
P3 / Medium: Limited impact; small group; workaround available
P4 / Low: How-to, minor issues, enhancement requests

10) Escalation Rules

Escalate when:

Impact increases (e.g., more customers/users affected)
A P1/P2 issue is time-critical
You cannot coordinate via the correct product channel

How to escalate

Update the support ticket with “Escalation requested” + latest impact and evidence
For Major Incidents, also coordinate via Teams and/or email José Caldas with the ticket number