Product Support


1.  Installation Support.  Includes 60-day installation support with purchase.  If you encounter any installation problems during the first 60 days.  Simply send us an e-mail or call us with a contact name and phone number and one of our technicians will get back to you within 24 to 48 hours.  Please describe in detail what the problem is and the environment you are running the application on.
 
2.  Limited E-Mail and Phone Support.  Includes 1 year limited e-mail and phone support with purchase.  If you encounter any problems during the year after you purchase SurveyTrak, simply send us a detailed e-mail describing the problem and the environment you are running the application on.  We will get back to you via e-mail or phone with the solution.  Turnaround time for e-mail support may be as high as 72 hours.  The usual turnaround time is 24 hours.  The support e-mail address is Support@TrakSoft.com.
 
3.  Additional Support.  After your free 1-year limited e-mail and phone support is finished, you may purchase additional support.  Simply contact us via e-mail or phone to obtain the current rates.
 
4.  Maintenance Releases and Upgrades.   Support includes maintenance releases and upgrades at no additional charge.
 
5.  Requesting Support.  When requesting support, please submit the following information:
 
(a)  First and foremost, please verify that you can re-create the problem.  Most problems are caused the hardware or operating system environment.  By attempting to re-create the problem, this may rule this out and validate that it is not a one time occurrence.  If the problem cannot be re-created, then chances are it is not a problem.  When requesting support, please let us know that you were able to re-create the problem.
 
(b)  Please submit the version of the application you are using.
 
(c)  Please describe the application environment.  Provide complete information on the hardware system and operating system.
 
(d)  If you have the Enterprise Version, please provide complete information on your organization's Database Server, to include type, version, and security connecting information.
 
(e)  Please describe where your were in the system and what you were doing when you encountered the problem.  Please describe exactly what happened.
 
(f)  Please provide copies of all error messages received.  SurveyTrak has built in error trapping functions.  These functions make every attempt to trap system and database errors and provide detailed error messages that can be printed and used by your support personnel to track and correct problems encountered.  The printed message can be mailed or faxed to TrakSoft.