SurveyTracker News and Information FAQ
What are your business hours for customer support?
Our posted hours at from 8:30am to 5:30pm EST.
How do I contact customer support?
Call us at (513) 696-4404 or e-mail support@traintech.com.
How much technical support time do I receive when I purchase SurveyTracker?
SurveyTracker software includes 6 technical support incidents over the course of six months starting the day of
purchase.
When my free support is up, how can I receive additional support?
When your support incidents are used, you may purchase six additional support incidents for $360.00.
Please have a credit card ready when purchasing additional support.
How much support time do I get when I upgrade my version of SurveyTracker?
Upgrades receive an additional 3 free incidents in a 90 day period.
How are incidents defined?
An
incident is a question regarding an individual aspect of SurveyTracker operations. For example,
if you have a question regarding the import of a survey instrument into SurveyTracker from another
software application.
Does SurveyTracker have online support?
The SurveyTracker web page contains a ClubCar area which includes a
technical support FAQ. The ClubCar is open to people who have purchased SurveyTracker and requires a password. If you
did not receive a password when you purchased the software, call your account representative or e-mail us at
webmaster@traintech.com.
When will you get back to me when I leave a voice mail message?
You will be contacted as in the order in which your call was received. Usually this is within a 24 hour period.
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Does SurveyTracker have context-sensitive help?
Yes, SurveyTracker has full context-sensitive help throughout the program. SurveyTracker also includes
context-sensitive survey principles which may assist with creating and managing your survey project.
If I receive a demo, will I receive a manual?
You will receive a Quick Start guide which contains step-by-step instructions on the commonly used features of
SurveyTracker. When you purchase the software, you will receive a complete manual.
I have the SurveyTracker demo and I can’t get it to work properly. Can I receive technical support?
Contact your account executive and we can provide tech support over the phone for people evaluating the software.
As an owner of SurveyTracker, can I receive bonus information or support?
The ClubCar offers information, technical support, and special offers for customers who purchase any version of
SurveyTracker. The ClubCar requires a password. If you did not receive a password when you purchased the software,
call your account representative or e-mail us at webmaster@traintech.com.
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