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Technical Support
Every license of OnTrack Project manager comes with
free technical support offered online and over the phone. Most software does. However,
as we know, all tech support is not created equal. There’s support – and then there’s
great support. We pride ourselves on delivering great support.
We’ve all gotten the first kind of support where upon
encountering a bug, the system hangs or shuts down, and we need help fast. What
happens after we send up the flag? We get a canned e-mail response from the vendor,
acknowledging our cry for help and providing an “Issue” number for us to refer to
as we try to find out what’s being done. That may be okay for some software applications,
but not for those that are mission critical to our clients’ projects, so it’s not
the way we do things at OnTrack.
All members of our technical support team not only
have a deep understanding of the application itself and up to date technical skills,
but more than that, they understand the body of work. When you call OnTrack, you’ll
get a real person on the phone who understands what it takes to be successful in
the project environment, and who cares about your success. He’ll introduce himself
by name, and you’ll have his office direct line as he works through your issues
to a fast resolution. If we’re hosting your application, we can shadow you, troubleshoot
and provide help instantly. That means
no more taking screen shots, sending them in, waiting for a response, and waiting
again for your IT group to come install a new release if one is needed.
OnTrack Engineering support resources are available
over the phone and internet, Monday through Friday, from 8:00 am to 6:00 pm Mountain
Time. This standard support availability has satisfied the vast majority of our
users, because after 10+ years in production, the software has a proven track record
of reliability. It’s intuitive and
has great context sensitive help, and most users are happy and productive given
our fast, responsive support during normal business hours.
However, for clients who need more, we offer emergency
support and upgraded service packages, either through OnTrack Engineering or through
our Associates and Partners. Contact us for more information on how we can best
support your toughest projects.
Development Support
We’re invested in the success of our clients’ projects
and that means being there for the client. Our support technicians have immediate
daily access to our development team, including the system architect, lead developer
and product manager. Therefore, escalation of issues is immediate and results in
proper prioritization in the development queue.
Our development team meets yearly with our user group
to take their feedback, and our power users have a vote on what is included in the
next release. This means that the system is constantly upgraded with the users’
needs in mind. In addition, our
regularly held focus groups allow our power users and other industry leaders to
provide feedback early in the design stage of new work
That’s what we at OnTrack mean by great support, and
that’s our commitment to our clients.
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