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

• New Purchases
• AMS Support Plan
• Upgrade Purchases
• SurveyTracker Demos
• Support Center
• Contacting Customer Support
• Purchasing Additional Customer Support
• Training and Workshops

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.

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

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

The Support Center offers an area 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 Support Center is open 24 hours a day, 7 days a week.

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.

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.