Symtrax offers unlimited technical support for each of our solutions. Technical support is part of maintenance, a package offered to customers that also includes product upgrades, documentation, access to a customer extranet, and more.
Please select a question below to find out more information about maintenance and Symtrax’s technical support. By clicking on a question, you will be automatically redirected to the answer. You can read this page in PDF, by clicking here.
- What is maintenance?
- What are the advantages of having a valid maintenance agreement?
- What happens when I email Symtrax for technical support?
- What happens when I call Symtrax for technical support?
- How do I report bugs in the program?
- Can I submit comments and suggestions to Symtrax?
What is maintenance ?
Maintenance is a service offered with all Symtrax products. Calculated as 18% of the original price of the software, maintenance gives companies a number of benefits, including access to the latest version of the software, documentation and unlimited technical support.
Product Upgrades & Software Maintenance Services Symtrax upgrades each solution at least once a year. These upgrades include new features and functionalities as requested by our customers, in addition to bug fixes and other additions. The new upgrades can be downloaded from the MySymtrax.com website or shipped on a CD. Every new release also includes new documentation to reflect product improvements.
Symtrax offers a website for customers only, which gives access to the latest product downloads, documentation, news and more. Users are also able to directly interact with Symtrax, including requesting new features and functionalities to be implemented in future product versions and the ability to submit technical questions to the support staff. Finally, MySymtrax offers a technical knowledge base in which users can instantly locate answers to commonly asked technical questions.
Roadshows (North & South America only)
Every year, Symtrax holds a number of roadshows across North, Central and South America.
Support Symtrax offers customers unlimited Technical Support via e-mail, phone and online (via MySymtrax). Technical support is used for the resolution of problems and errors resulting from either misuse or misconfiguration of the products, or errors resulting because of problems in the applications themselves. Many of our support engineers are Microsoft Certified.
Throughout the year, Symtrax hold special promotions and events just for customers. These promotions may include discounts on software, invitations to industry events and access to educational materials such as benchmark reports and whitepapers.
An email is sent to Symtrax Technical Support it is received by every engineer. Every email is responded to in the quickest time possible. If a solution is available to your problem immediately you will receive either an email (or a phone call) containing the information on how to solve the issue. In the unlikely event that we can’t find a solution immediately, you will still be contacted and told that our developers have been made aware of the problem and it is under further investigation. Symtrax will contact you when a solution or work-around is made available. Your business is important to us and Symtrax strives to provide quality customer service.
We encourage new customers to always call technical support to walk through the initial installation. Not only will this make installing the software problem-free but you will also have the chance to talk to one of our highly trained technical support engineers.
In most cases when you call technical support you will be directed to the same engineer every time. This will save both you and Symtrax considerable amount of time and will allow you to build a relationship with the engineer. Our engineers are located throughout the US, to take your calls on either coast.
If, for some reason you are unable to contact an engineer on your first attempt, we will return your call within three hours. If a solution is available, an answer will be provided. If there is not an immediate solution, the situation will be reported to the development team for further investigation. Symtrax will contact you when a solution or a work-around becomes available.
Program operation problems or error screens should be submitted immediately for correction. There is no cost to you to report a problem caused by our software. Problems will be corrected in the following order :
- Bugs that halt operation, corrupt data and cannot be worked-around
- Bugs that halt operation, corrupt data, but can be worked-around
- Bugs that affect output
- Bugs that are cosmetic in nature (i.e. spelling)
All errors or operation problems should be either written out or documented with a print screen, where possible and emailed to Symtrax. This will provide us with the best documentation and description for the situation at hand. The technical support contact information is at the bottom of this page.
Symtrax appreciates any comments you may have on policies, support, software enhancements or customer service. Changes will be made if they have the potential to positively affect a vast number of users or have been requested by a number of others. We encourage you to make a “wish list” and email it to firstname.lastname@example.org for consideration or send us feedback via MySymtrax.