The Abtrac Support Team consists of real people who design, develop, test, document, market and use Abtrac everyday.
It’s free to contact the Abtrac support team when paying a monthly subscription fee.
In fairness to everyone else who may want help we reserve the right to distinguish between a technical issue, a support request and a training requirement.
- Technical issues directly related to Abtrac (and not caused by you) we’ll research and fix as a matter of urgency.
- Support requests we broadly define as “How to, or What is Questions” that can generally be answered or resolved in 15 minutes.
- If we feel that your issue is not support but rather a training issue we may suggest a training session.
Of course if it’s training, customisations or data manipulations that you’d like help with then we’d be please to respond – but it might not be included as part of your free support.
Details about Abtrac Support are here in your terms and conditions, and summarised below..
a. Support Calls
Telephone calls will be answered in real time when at all possible between 8:30am and 4:00pm AEST and AEDT, and between 9:00am and 5:00pm NZST and NZDT on any working day.
Our free support lines in Australia and New Zealand are not to be abused. Support calls are limited to 15 minutes per call in fairness to everyone else who may also want help at that time.
We will also respond to any request for training. We will endeavour to schedule a time to suit. You will be charged for this time at our standard rates of the day. If training is delivered on your premises we will also charge for all travel and accommodation costs at the rates at which they are incurred. Alternately training can be delivered on line.
c. Remote Support
We use a remote control/remote access application called TeamViewer to provide remote support and training. In some instances we will ask you to run or install a free version of TeamViewer software to allow a connection.
If your IT consultants, or other professionals also use TeamViewer then we are not able to assist you unless the login details for your existing connection are known. We are not responsible, nor able to assist with any issue relating to Abtrac if we are unable to access your data or device.
Abtrac is a continually evolving software package.
You can e-mail at any time with any questions or suggestions regarding Abtrac, its functionality or its platform. We guarantee to respond as soon as possible to your suggestion or query. Extra functions, products and services may be added to it periodically, motivated by us or on request from users, the latter dependent on the outcomes of discussions with us.