ProTracker Software is committed to providing you with
the best possible customer support. These guidelines
list your available support resources.
Built-in Help
The best source of information for ProTracker Advantage® is the
Help system. Through the Help system, product information is available instantly, 24/7. Use the Help file for answers to common questions about program usage or to learn more about the current screen.
-How to use Help-
Click the Help menu and select
ProTracker Advantage Help, or press F1 to open a Help article relevant to the current screen. For quick answers to common questions, search the Help
Index for keyword FAQ. For the big
picture on a topic, search the Help Index for
keyword Overview.
Online Tutorials
Use online tutorials to learn how to perform common tasks or to help train new users
-How to use the online tutorials-
Visit our Training link to view online tutorials or to schedule a live training session.
Knowledge Base
Use the
Knowledge Base for configuration information or to find solutions to technical problems.
-How to use the Knowledge Base-
Click the Knowledge Base link
on the Support page to search for specific articles.
Customer Support by Email
Customer support by email is available from 9a to 5p ET Monday through Friday. Generally, emailed inquiries receive a response within
2 working hours. Please be aware that during times of heavy volume, this initial response may be delayed. To ensure a prompt response, submit your inquiry only once and include as much detail about your question or problem as possible.
-When to use Email Support-
Contact support by email with questions or comments that don’t require an immediate response or to request new features. This will allow us time to research your question thoroughly and provide an accurate and timely response.
-How to use Email Support-
To ask a general question about the program: Click the
Help menu and select Contact Customer Support. We prefer to receive questions by email using this menu option for the following reasons:
| 1. |
The email will include an attached Debug
report that tells us your current version
number and configuration.
|
| 2. |
Written requests allow us time to research
the problem and recommend appropriate steps.
|
| 3. |
Operational questions can often be answered
by helping you find the appropriate Help
article, or links to the appropriate
recorded tutorials. |
| 4. |
Common questions can quickly be answered. |
| 5. |
Answers that require lengthy telephone
conversations can be scheduled at a time
convenient for both of us.
|
To report a problem: Click the Help menu and select
Contact Customer Support. When reporting a problem, please include as much detail about the problem as possible. The better your description, the quicker we can assist you.
|
• |
Describe the steps you took that resulted in
unexpected behavior. |
|
• |
Tell us what you expected to see.
|
|
• |
Tell us what you saw instead. |
|
• |
Include screen captures or other graphics as
appropriate and the exact text of any error
messages if any was displayed. |
|
• |
Tell us how long the problem has existed and
whether there have been any recent changes
to the hardware, software, or settings on
the affected computer. |
To request a new feature: Click the Help menu and select
Submit an Enhancement Request. We recommend that requests for new features be submitted in writing to avoid ambiguity.
|
• |
Describe the particular feature(s) you’d like to see.
|
|
• |
Include screen captures or other graphics
that illustrate the suggestion, as
appropriate.
|
|
• |
Explain why you think your feature request
will be useful to you and other users. |
Customer Support by Phone
Please call us if the resources above do not solve your problem, or your question requires an immediate response. Customer support by phone is available from 9am to 5pm
ET Monday through Friday at
603-926-8085. Every phone call is greeted by a human voice. During times of heavy volume, your call may go to voicemail. Please be patient, we will get back to you as soon as possible.
-When to call Support-
Call support if your problem or question requires an immediate response, such as loss of database connectivity, or an expired license key.
-How to call Support-
When requesting support by phone, please call from the computer experiencing the problem and be prepared to assist customer support staff in troubleshooting your issue.
Support for non-ProTracker related software or hardware
For help with error messages, system performance, non-ProTracker hardware and software issues, especially printers, networks, and system security, click the ProTracker
Help menu and select Knowledge Base. If you cannot find the answers in our
Knowledge Base, we recommend contacting the manufacturer of the non-ProTracker hardware or software for the fastest and most accurate answers to your questions.
Thank you for your business.
ProTracker Software
Click on Contact Us for our address information.
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