Note that this support policy supercedes any that may be present
in the documentation that comes with ShopTrakker 2000.
ShopTrakker is marketed and supported by our network of representatives
and resellers world-wide.
Before obtaining technical support, please make sure that you have
referred to all available sources of assistance that we have made available.
Presently, this includes ShopTrakker's online help file, as well as
additional related documentation that might be available here on our
web site.
We do not consider bug reports as support issues. We want to hear about
any bugs encountered in ShopTrakker... these reports may be forwarded
either to your sales agent or directly to The Software Connection at
support@swconnection.com.
We break technical support into three categories.
Pre-Sales Questions
If you have any questions regarding ShopTrakker's capabilities, you
may submit your questions directly to your sales agent, or via e-mail
to us at support@swconnection.com. While we will endeavour to respond
to your queries as soon as possible (usually within one business day),
there are times, such as when releasing a brand new version of ShopTrakker
when the volume of support-related e-mail may be higher than normal,
resulting in longer delays.
We do not charge support fees for pre-sales questions.
Support While Evalulating ShopTrakker
If you have any questions regarding ShopTrakker's operation and/or
its capabilities, please contact the sales agent who provided you with
the evaluation copy of ShopTrakker. The vast majority of the time, your
sales agent will be able to assist you with your questions, however,
if they cannot, they will refer your questions to us. We will either
relay the appropriate response back to you via your sales agent, or
we may contact you directly (usually via e-mail) if we require additional
information.
Again, we do not charge support fees for questions asked from those
who are evaluating ShopTrakker's functionality.
After-Sales Support
Before we can offer any product support and upgrades for ShopTrakker,
you must have a current and up to date support contract. When you purchase
ShopTrakker, a one-year support contract is included in the purchase
price. After one year has transpired, you will be given the opportunity
to enter into an annually-renewable support contract that will allow
support and program upgrades to continue.
The following is the required procedure for obtaining technical support
for ShopTrakker:
First, check this web site and make sure that you are running the current
version of ShopTrakker. If not, please contact one of our representatives
with regard to upgrading your system to the latest. Once you have performed
the upgrade, see if the problem persists.
If so, contact the dealer who sold you your copy of the software. Our
dealers are trained in the general operation of ShopTrakker and are
most likely to be able to assist you.
We realize that some questions may be more technical in nature and
a dealer may recommend that you contact us directly for support. If
this is the case, we also provide direct support using several different
methods:
First, visit our web site at http://www.swconnection.com. There may
be additional documentation available that might assist you with your
concerns.
A FAQ (frequently asked questions) is posted on this site. If you have
encountered a bug, you may find that it is already fixed and making
sure that you have the latest version installed will correct it. As
part of your support contract, we regularly e-mail notices of new ShopTrakker
releases to the individual at your company designated to receive and
install these updates, however, e-mail is not perfect and it may be
necessary for you to inform us of your need for an upgrade. In such
a case, we would also need to know which version you are currently running.
You may contact us via e-mail at support@swconnection.com. This is
the preferred method of direct contact for several reasons:
