Please visit our new TrackAbout Knowledge Base at https://supportkb.trackabout.com for the most-up-to-date documentation on TrackAbout and TrackAbout Mobile.
Difference between revisions of "Contact Us"
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* Sunday, 22:00 to 00:00 US Eastern Time Zone | * Sunday, 22:00 to 00:00 US Eastern Time Zone | ||
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| − | * Sunday, 02:00 to 04:00 UTC/GMT during Daylight Saving Time | + | * Sunday, 02:00 to 04:00 UTC/GMT during United States Daylight Saving Time |
| − | * Sunday, 03:00 to 05:00 UTC/GMT during Standard Time | + | * Sunday, 03:00 to 05:00 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. | 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. | ||
Revision as of 11:42, 17 February 2014
Critical and Urgent Production Issue
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 reference the ticket number. Leave a brief message stating the urgency.
- After regular support hours: Leave a voicemail that summarize the critical production issue, reference a ticket number if you have one and leave a call back number.
Support
For a non-critical issue affecting either Test or the Production environments:
- Email Support at 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 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.
Support Hours
- Monday to Thursday: 8am to 6pm US Eastern Time
- Friday: 8am to 5pm US Eastern Time
Holidays
TrackAbout observes the following holidays during the year:
| Holiday | When Observed |
|---|---|
| New Year’s Day | (US: Taken on 1st-January, unless that falls on a weekend, then: taken the Friday before, or the Monday after.) |
| Memorial Day | (US: Taken on the final Monday in May.) |
| Independence Day | (US: Taken on 4th-July unless that falls on a weekend, then: taken the Friday before, or the Monday after.) |
| Labor Day | (US: Taken on the first Monday of September.) |
| Thanksgiving Day | (US: Taken on the fourth Thursday in November.) |
| Day After Thanksgiving | (US: Taken on the Friday following Thanksgiving.) |
| Christmas Day | (US: Taken on the 25th-December, unless that falls on a weekend, then: taken the Friday before, or the Monday after.) |
Support Phone
- +1 412-269-1872 International and toll call - Press 8 for Support
- +1 800-960-1510 Toll free - Press 8 for Support
Support Email
After sending an email, you will receive an automated response with a ticket number within 5 minutes.
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.
Sales
Hours
- Monday-Friday: 9am - 5pm US Eastern Time
Phone
- +1 412-269-1872 Toll call
- +1 800-960-1510 Toll free
- Press 4 for Sales
- Press 5 for Accounting
- Press 110 for label orders
System Maintenance Window
TrackAbout's system maintenance window is:
- Sunday, 22:00 to 00:00 US Eastern Time Zone
or
- Sunday, 02:00 to 04:00 UTC/GMT during United States Daylight Saving Time
- Sunday, 03:00 to 05:00 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.
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.