AccuTrack Support Policies

Who Gets Support?

  1. Direct technical support via phone, email, and online assistance is only provided to users with a valid Support Plan.  Users without a support plan must purchase Pay Per Incident Support. 
  2. Support is provided to authorized center or college staff only. You need to register these persons as the technical contacts for your center or college.
  3. No direct support is provided to students. Students need to submit their support questions to the registered technical contacts of that college. If the technical contact is unable to resolve the issue, then they may submit the issue to AccuTrack's support.
  4. The maximum number of registered technical contacts per client is determined by the number of licensed centers: one technical contact is allowed per center. 
  5. You must specify your technical contacts by entering them into AccuTrack (version 2015 or later) or by calling our office.  You can add technical contacts there as long as you have open slots for them.
  6. You can also remove or replace a person on the Technical Contacts list.  This requires approval by our staff.  Please allow two business days processing time from receipt of request.

How is Support Provided

1) Registered Technial Contacts can submit their support requests via phone or email. Email is preferred because it gets added to our support ticketing system automatically.

2) The maximum response time for AccuTrack support is 24 business hours.  Often the response will come in sooner as we try to respond as soon as possible.  

3) Telephone Support is provided Monday through Friday from 8:00 a.m. to 5:00 p.m. Eastern Time Zone - except for company's holidays.

4) You may submit your questions via email at any time. Expect answers during business hours only.

5) Online assistance and training sessions must be scheduled in advance and are provided on a first come, first served basis.


After Hours Support

If for some reason you require live support (via phone or remote assistance session) after our normal business hours, you may order After Hours Support services for an additional fee.  Visit this page for the details:

http://www.newsite.engineerica.com/After-Hours-Support


What Does Support Cover?

  1. Getting Started Training: Online training to help you get up and running with the software.
  2. Assistance with importing your data into the software.
  3. Explaining how to use the system.
  4. Answering questions on what a certain function does.
  5. Troubleshooting problems and Investigating system anomalies.

What About Feature Requests?

We welcome and encourage all improvement ideas and new features requests. These will be put on a "Wish List" that is used when working on future releases. Each request is evaluated based on its usefulness to all users. Requests which are found useful and generic will be implemented. The implementation of a certain feature and its timeline are solely determined by the Accudemia manager and development team.

To submit your improvement ideas or feature requests, please use our online feedback system by clicking here.

For instructions on using the online feedback system, please view this 5-minute instructional video by clicking here.


NOTE: Support Policies subject to change without notice.

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