Contact Us - Revision history

Jgreco: Initial proofread pass - docs

2021-11-18T21:59:40Z

Initial proofread pass - docs

Jgullickson at 17:12, 24 March 2021

2021-03-24T17:12:02Z

Yrobinet: /* Support Hours */

2016-07-12T21:32:12Z

Support Hours

Yrobinet: /* For Critical and Urgent Production Issues */

2015-11-10T14:46:43Z

For Critical and Urgent Production Issues

Yrobinet: /* System Maintenance Window */

2015-09-15T17:19:44Z

System Maintenance Window

Yrobinet: /* System Maintenance Window */

2015-01-29T16:23:54Z

System Maintenance Window

Mwithum: /* System Maintenance Window */

2014-09-24T13:38:43Z

System Maintenance Window

Yrobinet: /* Support Phone */

2014-03-10T15:42:54Z

Support Phone

Yrobinet: /* Support Phone */

2014-03-10T15:40:32Z

Support Phone

Lsilverman: /* Contacting Support from the Application Web Site */

2014-02-19T22:28:11Z

Contacting Support from the Application Web Site

@@ Line 10: / Line 10: @@
 For a non-critical issue affecting either Test or the Production environments:
 #Email Support at [mailto:support@trackabout.com support@trackabout.com] (cc:'ing relevant parties) and obtain a ticket number by waiting for an automated email response email from Support within 5 minutes. Within two hours, you should receive a notice from a support representative advising that the issue is being assessed. You will receive status and updates via email within the ticket.
-#Follow-up and updates on a non-critical issue: With ticket number, you may email Support at [mailto:support@trackabout.com support@trackabout.com] with the ticket# in the subject in square brackets (e.g. [12345]) or  call TrackAbout support directly (see number below) and inquire about the issue status.
+#Follow-up and updates on a non-critical issue: With ticket number, you may email Support at [mailto:support@trackabout.com support@trackabout.com] with the ticket# in the subject in square brackets (e.g. [12345]) or call TrackAbout support directly (see number below) and inquire about the issue status.
 ##During regular Support hours: Advise the Support representative that you are checking on a non-critical issue and reference the ticket number.
 ##Outside regular Support hours: Leave a voicemail that states you are checking on a non-critical issue, reference the ticket number and provide a call back number.
@@ Line 52: / Line 52: @@
 =====Contacting Support from the Application Web Site=====
-From the TrackAbout application, users can reference support options by clicking the link '''Contact Support''' in the upper right corner of the application. This will display the support email, phone number as well as the support hours.
+From the TrackAbout application, users can reference support options by clicking '''Contact Support''' in the upper right corner of the application. This will display the support email, phone number as well as the support hours.
 [[File:Support_contact.PNG|frame|link=|left|Contacting Support from the AWS]]<br><br><br><br><br><br>
@@ Line 74: / Line 74: @@
 Link to our [http://status.trackabout.com System Status page]
-There's a link to the status page at the bottom of every page on our corporate web site
+There's also a link to the status page at the bottom of every page on our corporate web site.
 ==System Maintenance Window==
@@ Line 83: / Line 83: @@
 * Sunday, 01:00 to 19:00 UTC/GMT during United States Standard Time
-We will establish an exact time a few days prior to the release and publish it to our [http://status.trackabout.com/ status page].  You can subscribe to those notifications on [http://status.trackabout.com/ this page].  When a new website release is being made, the site may be offline for up to 15 minutes, depending on the extent of the changes.  Most upgrades take only a minute or two.  We perform the upgrades as close to the start of the published maintenance window as possible.
+We will establish an exact time a few days prior to the release and publish it to our [http://status.trackabout.com/ status page]. You can subscribe to those notifications on [http://status.trackabout.com/ this page]. When a new website release is being made, the site may be offline for up to 15 minutes, depending on the extent of the changes. Most upgrades take only a minute or two. We perform the upgrades as close to the start of the published maintenance window as possible.
 ===Daylight Saving Time===
 In the United States, Daylight Savings Time begins at 2:00 am local time on the second Sunday in March and continues until the first Sunday in November, when it returns to standard time at 2:00 am.

← Older revision		Revision as of 17:12, 24 March 2021
Line 1:		Line 1:
	[[Welcome_to_the_TrackAbout_Wiki\|<< Back to Wiki Home Page]]		[[Welcome_to_the_TrackAbout_Wiki\|<< Back to Wiki Home Page]]
		+	'''''Current as of 24 March 2021'''''

	==<span style="color:red">For Critical and Urgent Production Issues</span>==		==<span style="color:red">For Critical and Urgent Production Issues</span>==

@@ Line 16: / Line 16: @@
 :Monday to Thursday: 8am to 6pm US Eastern Time
 :Friday: 8am to 5pm US Eastern Time
 =====<big>Holidays</big>=====
 TrackAbout observes the following holidays during the year:

@@ Line 4: / Line 4: @@
 Call TrackAbout support (see numbers below), and report the issue as critical.
 # During regular support hours: Advise the Support representative that you are experiencing a critical production problem and provide the ticket number. Leave a brief message stating the urgency.
-# After regular support hours: Leave a voicemail that summarizes the critical production issue, provide the ticket number if you have one, and leave a call back number.
+# After regular support hours: Leave a voice message that summarizes the critical production issue, provide the ticket number if you have one, and leave a call back number where you can be reached.
 ==Support==

@@ Line 78: / Line 78: @@
 * Sunday, 01:00 to 19:00 UTC/GMT during United States Standard Time
-We will establish an exact time a few days prior to the release and publish it to our status page.  You can subscribe to those notifications on [http://status.trackabout.com/ this page].  When a new website release is being made, the site may be offline for up to 15 minutes, depending on the extent of the changes.  Most upgrades take only a minute or two.  We perform the upgrades as close to the start of the published maintenance window as possible.
+We will establish an exact time a few days prior to the release and publish it to our [http://status.trackabout.com/ status page].  You can subscribe to those notifications on [http://status.trackabout.com/ this page].  When a new website release is being made, the site may be offline for up to 15 minutes, depending on the extent of the changes.  Most upgrades take only a minute or two.  We perform the upgrades as close to the start of the published maintenance window as possible.
 ===Daylight Saving Time===
 In the United States, Daylight Savings Time begins at 2:00 am local time on the second Sunday in March and continues until the first Sunday in November, when it returns to standard time at 2:00 am.

← Older revision		Revision as of 16:23, 29 January 2015
Line 65:		Line 65:
	:[mailto:sales@trackabout.com sales@trackabout.com]		:[mailto:sales@trackabout.com sales@trackabout.com]

		+
		+	== System Status Page==
		+	Link to our [http://status.trackabout.com System Status page]
		+
		+	There's a link to the status page at the bottom of every page on our corporate web site

	==System Maintenance Window==		==System Maintenance Window==

@@ Line 68: / Line 68: @@
 ==System Maintenance Window==
 TrackAbout's system maintenance window is:
-* Sunday, 22:00 to 00:00 US Eastern Time Zone
+* Saturday 8:00 PM to Sunday 2:00 PM US Eastern Time Zone
 or
-* Sunday, 02:00 to 04:00 UTC/GMT during United States Daylight Saving Time
+* Sunday, 00:00 to 18:00 UTC/GMT during United States Daylight Saving Time
-* Sunday, 03:00 to 05:00 UTC/GMT during United States Standard Time
+* Sunday, 01:00 to 19:00 UTC/GMT during United States Standard Time
-When a new website release is being made, the site may be offline for up to 15 minutes, depending on the extent of the changes.  Most upgrades take only a minute or two.  We perform the upgrades as close to the start of the maintenance window as possible.
+We will establish an exact time a few days prior to the release and publish it to our status page.  You can subscribe to those notifications on [http://status.trackabout.com/ this page].  When a new website release is being made, the site may be offline for up to 15 minutes, depending on the extent of the changes.  Most upgrades take only a minute or two.  We perform the upgrades as close to the start of the published maintenance window as possible.
 ===Daylight Saving Time===
 In the United States, Daylight Savings Time begins at 2:00 am local time on the second Sunday in March and continues until the first Sunday in November, when it returns to standard time at 2:00 am.

@@ Line 39: / Line 39: @@
 =====Support Phone=====
-:+1 412 269-064 International and toll call (direct)
+:+1 412 269-0642 International and toll call (direct)
 :+1 800-960-1510 Toll free - Press 8 for Support