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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:800-960-1510 Toll free - Press 8 for Support | :800-960-1510 Toll free - Press 8 for Support | ||
Revision as of 13:08, 20 January 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
- 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.
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
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.