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Maintenance and Support

Approach

When you purchase eTrack you have the piece of mind of knowing you have outstanding support just a call or email away.

Where ever you are we can train and support you by allowing you direct access to see and control eTrack running on our computers, as though we were in your offices but without the cost nor waiting for someone to come in. Great for resolving that five minute question holding you up.

You have access to developers as well. All our developers are trained to handle support so they can directly learn from customer feedback. We take the attitude that any customer question should be thought of in the light of "how can we prevent this being asked again". Our goal is to make the product totally intuitive.

Maintenance

Maintenance is 20% of the purchase price, or built in if paying by subscription. It covers...

• Patches to fix Defects
• New Releases of all newly developed Features (for licence types purchased).
• All features commissioned by other customers (for licence types purchased).
• Email and Phone Help Desk.
• Database configuration and remote help with on going training of new features.

Support

Support is for additional services beyond what Maintenance covers and includes...

• Retraining of new staff.
• Specific enhancements.
• Specific custom Reports.
• Data Migration and data cleanups.
• System Interfaces.

Support Contacts

If you have a problem; or an enhancement idea; or have usability/performance feedback, then we'd love to hear from you.

Tel: +61 3 9642 3366
Fax: +61 3 9642 1006
Email: support@etrack.com.au

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