In the enterprise world, customers often have unique and complex requirements for their software. The importance of customer support in software cannot be understated. To provide the best support experience for our customers, TrackVia offers several support options.

This article details how to get help from TrackVia if you are a customer and your options for after-hours support.

Support from TrackVia

For platform-specific support, no one does it better than the support team at TrackVia. The TrackVia support desk can be reached via telephone, online form, and email during normal business hours, Denver time.

If you’re experiencing issues such as a software bug or receiving excessive error messages, the TrackVia support team can help. This level of support is included in all TrackVia licenses for no extra cost, making it the most effective form of support for small businesses.

After-hours, TrackVia’s support team monitors their inbox for urgent requests only.

Support from TrackVia Certified Partners

When you choose to purchase a TrackVia solution from a TrackVia certified partner, you also get access to their support team.

Many partners have a strong SLA (service-level agreement) in place to guide their support offering. Partners must also be able to demonstrate an understanding of TrackVia’s product, including best practices and integrations, so they may be able to provide specific technical support for certain modules in your TrackVia instance.

TrackVia Partners communicate with TrackVia Support when necessary, for example, when reporting serious technical bugs or resolving licensing issues on your behalf. Beyond that, partners may offer additional add-on services that complement TrackVia. These can include things such as training and implementation services.

For example, Hartmann Industries offers 24x7x365 English/Spanish telephone support and Unlimited TrackVia Implementation for $10/user/month and $30/user/month, respectively.

A complete list of TrackVia Partners can be found on our partner locator.

Knowledgebase and Self-Help Resources

In addition to the phone and email support options, TrackVia also has a robust knowledgebase of information on common problems and resolutions. The knowledgebase also has step-by-step guides for common tasks and video tutorials for the most popular learning topics.

You can also find answers to your questions in the community forum, with topics ranging from getting started with TrackVia to specific integrations.

For technical administrators, TrackVia University is a great way to learn about the platform’s functionality, including how to configure and customize your TrackVia apps. Administrators can become TrackVia University Certified over three tiers:

Intermediate Admin – admin understands all basic TrackVia functionality and has passed a multiple choice quiz.

Advanced Admin – admin understands more technical features, such as app scripts and flows, and has passed a multiple choice quiz.

Expert Admin – admin is highly experienced with the TrackVia platform and has successfully built and demonstrated an effective application to TrackVia’s implementation team.

TrackVia University offers on-demand classes as well as instructor-led workshops.

TrackVia Support Tips

When you need TrackVia support, here are a few tips to help make the process as smooth as possible

• Establish a support ticket early in your process
• Provide details about your TrackVia application, including what you are trying to accomplish and the specific error message you are receiving
• Provide a screenshot if possible
• Leave the best contact information you can (phone number, email address, etc…)

Additionally, provide your TrackVia tenant ID to the support representative if you know it. This will help identify your account and respond faster.

Conclusion

TrackVia is an enterprise-ready application backed by in-house support agents and a global partner network. TrackVia’s technology is well-suited to large organizations and companies that are looking to create a great user experience for their customers or employees.

Whether your organization just needs basic 8×5 support or you want to take advantage of additional enterprise-level support offerings, TrackVia can serve as a foundation for building your custom enterprise-grade application.