Peak 2025 Key Details

Dear Crownpeak Customer

As we once again go into the peak trading period we wanted to share with you a snapshot of key preparations our teams have been making to ensure a smooth peak as well as our Holiday operating hours.

Preparation Snapshot

• Single FAS version

  • As of September 2025 all FHR cloud customers are now on a single FHR version. This has brought enhanced product stability going into Peak 2025.

• Scaling

  • How we scale our customers’ environment for sales periods has been optimised to ensure accuracy and include multiple levels of redundancy to all, therefore eliminating the possibility of human error which could result in insufficient scaling.

  • Individual event scaling requests must still be raised with the Customer Support team. Details on how to do this can be found here.

• Additional Staffing

  • As we have done each year, there will be additional staffing of engineering, as well as operations teams during the Black Friday week. With key Operations team members and an Incident Manager on duty until Midnight UTC each day.

• Incident Management Process

  • We’ve been running drills of the internal incident management process to ensure the right people are brought online in a timely fashion and with the correct degree of customer communication.

• Daily touch points

  • Internally, the core Peak Team will have twice-daily stand-ups to confirm all is well.

• Escalation & Notifications Processes

  • Your customer success manager should have already communicated the escalation process to the key business contacts within your organisation. If this is not the case, please get in touch, and we can make sure that it is shared as soon as possible.

  • Incident notifications from our teams will take the form of either a post on the status pages (Fredhopper or XO), which we highly recommend you and your team subscribe to, or as a proactive alert ticket, which our support team will log using one of the emergency contacts we have on record. You can learn more about how we communicate service incidents here.

These points are just a few of the actions our teams are taking to ensure a smooth and disruption-free peak. For a broader overview of our peak preparations, we have an article in our knowledge base accessible here.

Holiday Operating Hours

Should you encounter any issues, please contact the team by logging a ticket through the Support Portal.

• FHR Ticket link.

• XO Ticket link.

On days when “Emergency On-Call function only” is in effect the team will be picking up Urgent issues only, all others will be picked up on the next normal business hours day.

From the entire Crownpeak Team, we are wishing you a profitable and disruption-free peak trading and happy holidays.

Please do not hesitate to get in contact with your Customer Success Manager or the Support Team if you have any questions or concerns going into this peak period.

Kind Regards,

Ernst Vorndran

Manager, Customer Support & Cloud Operations