Modem Support
All RecordTrak systems come with a modem. Now you can send Electronic (EDI) orders and receive
database updates with most major one stops.
The modem also allows our support staff to go "on-line" with your store. Program modifications and
enhancements can be sent to your computer over the modem in minutes.
Software Support and Updates
All new systems include three months of unlimited software support. After this period most stores
choose to remain on the support program. Support is provided 5 days per week. Program updates are
included in the Support fee.
24 Hour/7 Day Support Coverage
In response to the many requests for after hours coverage, Trak Systems will initiate emergency
24/7 support beginning March 1, 2000. Service will be provided on a "pay as you need it" basis.
The cost is $125 per hour for the first hour or part thereof. If you are not on the support
program, the cost is $150 per hour for the first hour or part thereof. Any time after the first
hour will be billed in 15 minute increments. There is no guarantee that a problem will be resolved.
Also, the person initiating the call must have authority to accept this agreement. All calls are
billed regardless of the circumstances. This new program replaces the previous after hours support
program and emergency Saturday support, which will end February 29, 2000. This service is for
emergencies only. Do not use this service for problems that can wait until normal business hours.
To use this service, call the normal support line at 203-265-3440. Upon hearing the greeting
"Our office is now closed", press 855 on your touch tone phone to leave a message in the emergency
mailbox. The technician on call will be paged and return your call.
Next Day Replacement
Based on years of experience, Trak Systems has selected hardware that is reliable and compatible
every standard piece of hardware we sell comes with a minimum 12 month manufacturer's warranty,
plus Trak Systems next day replacement policy for the first 12 months. Should a piece of hardware
fail within this period we will overnight a replacement to you at no charge.
Custom Installation
After your system is ordered, a detailed users manual, pre-installation checklist, and questionnaire are
sent to you. The questionnaire allows us to customize the software in accordance with your business practices.
We can also customize your training sessions to address your unique requirements and concerns.
In order to provide you with a high quality, fully tested and operational system, it is our policy to
market complete "turnkey" hardware and software solutions. Our experience has proven that this is the
only way to maintain a consistent high standard of quality.
Based on a variety of factors about your business and computer system, you may choose our on site
installation and training.
