How to resolve support issues quickly:

 We respond to customers support calls in the order received. Because most people don't like to wait when they can avoid it, we've made it easy for you to resolve many issues on your own. Simply follow the procedures below.

1. Check the FAQ's. We publish the answers to frequently asked support questions in the Tracker manual and post updated and new issues right here on the website. Take a look. The solution you need might be there, allowing you to solve the problem and get right back to work.
2. Look in the User's Guide.  If you have a "How-to" question rather than a technical one, you might be able to find the answer in the appropriate section of your Tracker User's Guide.

When calling, please have the following information:

We need specific information to correctly diagnose and solve the system problems you are be experiencing. Having these beforehand will save time:

• Tracker Version and Revision number, such as Tracker 9.5.0121.
• Location of the Tracker folder on your computer or network .
• Location of your user folder, such as C:\Apps\Tracker\Work2.
• Whether yours is a single user or network version of Tracker.
• The operating system (Windows 2000, Windows XP, etc.) on your computer.

You reach Tracker 24/7 Help Desk by calling (800) 445-2438.

Finding Tracker and Windows System Information:

The Tracker info can be found under the HELP menu in the "About Tracker for Windows" selection. Windows system information can be found by right-clicking the My Computer icon, usually found in the upper left corner of your Windows desktop view, then selecting Properties.

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What to do if you're not on support:

Without you, there is no Tracker. If you're not happy, we're not happy, even if you're not on support.

But (there isn't always a but, but this time there is) there's fair and unfair. Most Tracker towers pay an annual support fee because when they need help, they want it right away. They come first. Second, they want Tracker to stay in business and to continue to keep a well-trained support staff, because that's the best thing for their business.

So if your Tracker 24/7 Help Desk contract has lapsed, we consider your hour of need the perfect time to remind you that it can take days of staff time to figure out how to solve a problem with a few keystrokes. We'll ask you to take the opportunity to sign up for support, especially if we've helped you before. It's only fair.