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Critical and Urgent Production Issue

1. 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.
2. 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:

1. 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.
2. 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 observes the following holidays during the year:

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

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.