SurveyTracker Survey Software Customer Support

Customer support through Training Technologies is divided into four categories: new purchases, upgrade purchases, an online ClubCar, and online FAQs. New and upgrade purchases include a period of free customer support followed by a purchasing tier for additional time.

• New Purchases
• Upgrade Purchases
• Software Evaluations
• ClubCar
• FAQs
• Contacting Customer Support
• Purchasing Additional Customer Support
• Training and Workshops

New Purchases

On purchase of SurveyTracker, the following customer support agreement goes into effect:

• SurveyTracker software provides a number of technical support incidents starting the day of purchase. When the incidents have expired or are used, the customer may purchase additional support. Click here for information on purchasing additional support.

• An incident is any contact with support (phone, e-mail, etc.) regarding an individual aspect of SurveyTracker operations. An incident may range over multiple contact and ends when the specific issue is resolved.

• Upon resolution of an incident, additional questions may be placed in the support queue for resolution during a later call.

Support applies to the current version of SurveyTracker or previous version no older than one year.

If SurveyTracker was purchased through a company other than Training Technologies, you must contact that company for support unless otherwise indicated. Additionally, compatible hardware such as scanners and printers are supported through their respective companies.

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Upgrade Purchases

Customers who purchase an upgrade to an existing version of SurveyTracker receive additional incidents of free customer support.

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SurveyTracker Demos

Technical Support for SurveyTracker Demos are granted at no charge on a case-by-case basis as determined by Training Technologies, Inc.

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ClubCar

The ClubCar provides owners of any version of SurveyTracker with a place where they can obtain additional information, technical support, and special offers. When a customer purchases SurveyTracker, they can request a password to access the ClubCar and all of its features. If you are a customer that needs access (or you have forgotten your information), e-mail webmaster@traintech.com and we'll send you login information if you are eligible.

The ClubCar includes a technical support area with answers to many customer questions, SurveyTracker updates, web survey image files, and more.

The ClubCar also offers a User's Forum where customers may gather to discuss all aspects of survey design and using SurveyTracker. The staff of Training Technologies monitors the Forum and may offer advice or answer questions. Detailed technical support will not be provided; the forum member will be asked to contact support via e-mail or by phone and the standard support rules apply.

The ClubCar is open 24 hours a day, 7 days a week.

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FAQs

Throughout this web site, Frequently Asked Questions (FAQs) can be accessed. Each FAQ covers a different topic and contains many answers to common customer questions. Technical Support FAQs may be accessed on our customer ClubCar.

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Contacting Customer Support

To reach customer support:

• By phone: call (513) 696-4404.
• By e-mail: support@traintech.com

Business Hours are from 8:30 a.m. to 5:30 p.m. Eastern Standard Time, Monday through Friday.

Click here for more contact information.

The support incident rules are the same for both e-mail and phone support. If you e-mail support, we may either reply by e-mail or call you back, depending on the complexity of the issue, time of day, and other factors.

When you place your initial call, leave your name, company, telephone number, SurveyTracker license key, and a short description of your incident or request and you'll be placed in our customer support queue. We'll get in touch with you in the order in which your request was received.

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Purchasing additional support

If you are out of support incidents, you may purchase additional support through us. Please contact your account manager for pricing.

All customer support sales must be paid in advance by check or credit card or paid at the time of the call by credit card. Either the account or support representative may complete your purchase. Purchase orders and other payment methods will not be accepted.

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Training and Workshops

If you feel that you need more help than the customer support provisions allow (or if you are out of support), you may want to consider one of our training classes or workshops. We offer four types of training:

• Workshops held monthly at our office.
• Online Workshops offered monthly via the web.
• On-site training held at your office.
• One-on-one personalized training at our office.
• Survey Design Workshop held at our office.

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