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.

 

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