Difference between revisions of "Contact Us"

Revision as of 11:17, 28 November 2012

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Critical and Urgent Production Issue

Email Support at support@trackabout.com (please cc all relevant parties). You will receive an automated email response with a ticket number reference within 5 minutes.
Once you have received the reference ticket number, call TrackAbout support (see numbers below), and report the issue as critical.
1. During regular Support hours: Advise the Support representative that you are experiencing a critical production problem and reference the ticket number.
2. After regular support hours: Leave a voicemail that summarize the critical production issue, reference the ticket number 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.
1. During regular Support hours: Advise the Support representative that you are checking on a non-critical issue and reference the ticket number.
2. 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 is closed during standard US business holidays, including the Friday after Thanksgiving.

Support Phone

412-269-1872 Toll call - Press 8 for Support

800-960-1510 Toll free - Press 8 for Support

Support Email

support@trackabout.com

After sending an email, you will receive an automated response with a ticket number within 5 minutes.

Sales

Hours

Monday-Friday: 9am - 5pm US Eastern Time

Phone

412-269-1872 Toll call

800-960-1510 Toll free

Press 4 for Sales
Press 5 for Accounting
Press 110 for label orders

Email

sales@trackabout.com

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 Daylight Saving Time
Sunday, 03:00 to 05:00 UTC/GMT during 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.

@@ Line 1: / Line 1: @@
 [[Welcome_to_the_TrackAbout_Wiki|<< Back to Wiki Home Page]]
+==<span style="color:red"> Critical and Urgent Production Issue</span>==
+# Email Support at [mailto:support@trackabout.com support@trackabout.com] (please cc all relevant parties). You will receive an automated email response with a ticket number reference within 5 minutes.
+# Once you have received the reference ticket number, 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.
+## After regular support hours: Leave a voicemail that summarize the critical production issue, reference the ticket number and leave a call back number.
 ==Support==
+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.
+##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.
-=====Hours=====
+=====Support Hours=====
-:Monday - Thursday: 8am to 6pm US Eastern Time
+:Monday to Thursday: 8am to 6pm US Eastern Time
 :Friday: 8am to 5pm US Eastern Time
-:TrackAbout is closed during standard US business holidays
+======Holidays======
+:TrackAbout is closed during standard US business holidays, including the Friday after Thanksgiving.
-=====Phone=====
+=====Support Phone=====
-:412-269-1872 Toll call
+:412-269-1872 Toll call - Press 8 for Support
-:800-960-1510 Toll free
+:800-960-1510 Toll free - Press 8 for Support
-:*Press 8 for Support
-=====Email=====
+=====Support Email=====
 :[mailto:support@trackabout.com support@trackabout.com]
+After sending an email, you will receive an automated response with a ticket number within 5 minutes.
 ==Sales==