Softrak Systems Inc. > Support > Technical Support Policies

Sometimes, your Adagio Consultant Reseller will be unavailable to assist you in the time frame you require. That's where Softrak's Technical Support Department comes in.

Softrak provides technical support by phone for end users on a Support&Upgrades plan or Incident Support. There is no additional cost to you for the time the technicians spend to research and answer your questions. End users only on an Upgrades plan must purchase Incident Support.

How to get the most from Softrak's Technical Support Department

Check the online resources.

Do you have the most recent version of the Adagio module installed (select Help | About from the program's menu)? Our website includes compatibility charts and current versions with release notes. Perhaps your problem has already been asked and answered; have you searched Softrak's Discussion Forums? Did you press the F1 key when running the Adagio module for helpful information? Have you checked the Adagio manual?

Organize your question.

Before phoning, jot down all the pertinent details about your problem (including the specific version number and date of the Adagio module and any service packs) so you don't forget anything when asked to leave a complete voice message. Make a note of when you will be available for a return phone call with your answer from a technician or in case additional information is needed.

Make sure you understand the problem.

Is the problem repeatable? Does the problem occur on all workstations? Does the problem appear in the sample data?

Is this a "new" problem?

Did this function used to work correctly? If so, what software or hardware was recently installed on your computer? Have any procedures changed?

Gather your resources.

You, or someone in your office, must be able to navigate around Windows, and check various Windows settings and record them. You'll also want to be at your workstation with the phone.

Place your call to 1-800-663-9798 or (604) 736-3741.

You will be transferred to Tech Support's voicemail to leave a description of the problem and when you can be contacted.

What you should know about solving your problem.

The more complete your description of the problem, the more likely a technician will be able to provide an answer on the first call back.

Technicians monitor the Tech Support voicemail queue and usually return calls within an hour or so during business hours.

While some clients may think they have a "quick question", it might not be so quick to determine or explain the answers. That's why our technicians maximize their efficiency by prioritizing their responses to prevent a "quick answer" from being delayed by a more complicated support problem.

Calling about the same issue multiple times will not move your call up the queue.

When computer programs do not behave as expected, often the first step is to isolate the problem. Computer software rarely "just stops working" without some other changes having been made. Our technicians will need to know whether you have recently installed any new software or hardware on your computer. They also want to know whether the behavior you are seeing is repeatable, both with the sample data provided with your Adagio module, or your own data. In order to help diagnose a problem, it must be consistently repeatable.

This problem isolation process often requires you to perform certain functions and record the results. Do not ask our technicians to stay on the phone while you make these tests. It is not fair to the other clients needing support.

If you do not have the experience to ascertain the settings within the Windows operating system, you will need to pay a consultant, like your Adagio Consultant Reseller, to assist you. Softrak's Technical Support Department is not equipped to provide this type of service.

Softrak's Technical Support Department does not troubleshoot environmental issues regarding the installation of Adagio on an unsupported platform. We support Adagio under Windows 2000, Windows XP, and Vista. If you experience problems in another networking environment (for example Terminal Server, Linux server, or Citrix), then we will provide documentation about known implementation issues, but will not troubleshoot a specific site. Adagio has been successfully deployed in several large-scale Terminal Server sites by Adagio Consultant Resellers familiar with those environments. Softrak can refer you to an experienced Adagio Consultant Reseller if requested.

Most installation problems with Adagio in networking environments are caused by insufficient or incorrect rights being granted a user. Softrak technicians will assist in getting Adagio operating on a supported platform for the Administrator user only.

Our Technical Support teams require you to possess basic Windows navigation skills, and an understanding of following a list of steps and recording results. Our technicians will not stay on the phone with you while you perform a requested set of procedures.

In cases where the problem behavior of an Adagio module is repeatable at your site, but Softrak is unable to re-create the problem in-house, the technician may ask to view the behavior on your computer with a web connection. In order to provide the best assistance, you will need a high-speed Internet connection and be able to launch Internet Explorer. There will be no charge for this on-line review unless Softrak's technician discovers that a requested setting has not been made or a test result was reported incorrectly. In that case, the entire Technical Support incident may be billable on a time and materials basis at Softrak's sole option.

If you discover a function in Adagio that does not conform to the documented running of the program (a "bug" or "undocumented feature") and have verified it is repeatable in the Adagio sample data, please send a description of the problem by fax (604.736.6431) or email (info@softrak.com). If the problem is not repeatable with Adagio sample data, we may need a copy of your data. A technician will contact you when time permits. There is no charge for troubleshooting an Adagio program "bug". In fact, we appreciate the extra effort our clients make to help improve Adagio!

Softrak's Technicians will:

Assist when program procedures do not complete according to the program documentation.

Determine workarounds when program functionality does not match its documentation.

Tell you what specification code you need to use on an invoice, statement or other custom form.

Troubleshoot formulas (Crystal Reports, the Financial Reporter, GridView).

Refer you to Softrak Customer Service for pricing and compatibility requests or to a qualified Adagio Consultant Reseller for module training.

Softrak's Technicians will not:

Design a report, financial statement or form.

Troubleshoot an installation on an unsupported platform.

Stay on the phone while a sequence of problem isolating tests is performed.

Train you on the operation of an Adagio module.

Provide Windows training or assistance outside the Adagio module covered.

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