AccuTrack Support Plans
New Customer Support
All new AccuTrack orders include one year of support. Support is provided via phone, direct email, and online support. New orders also include a Getting Started support session.
Pay per-incident Support
If you do not have an active Support Plan and require support, you can order pay per-incident support. Pay per-incident support is provided via phone, direct email, and online. The cost is $129 per Support Unit used. A Purchase Order or credit card payment is due before service can be rendered.
Terms of Service
- Telephone Support is available from 8:30 a.m. to 5:00 p.m. Eastern time zone Monday through Friday, except for company's holidays.
- Our goal is to respond to all support calls as soon as possible. The maximum initial response time for AccuTrack support is 24 business hours.
- A Support Unit is 30 minutes of AccuTrack staff member's time. If two staff members work on your issue for 30 minutes, then that counts as two Support Units.
- Any part of a Support Unit used counts as a full Unit.
- Minimum one support unit per call or e-mail message.
- Callbacks outside the U.S. and Canada are billed an additional $1.50 per minute.
- Unused Support Units under all plans expire one year from date of purchase.
- Free maintenance updates are delivered via web download only.
- To enjoy the Support Plan benefits, your subscription must be active (i.e. has not expired).
- Prices and term may change without notice.