Technical Support

When you need technical support, the Trakware Systems Technical Support team is there!

Technical Support of TRAKware includes all of the latest new releases of TRAKware plus telephone and remote technical assistance.

Our technical support team is responsible for:

• Assisting customers with patch and release updates for TRAKware and Oracle®, including required database activities and basic database tuning.
• Phone, fax, E-mail and Internet support for user questions.
• Recommendations and tips on effective use of installed TRAKware modules, primarily through the delivery of our TRAKware Times! Newsletter.

Trakware Systems uses a variety of tools to make our North American technical support activities operate as if we were sitting beside you. Some of these technologies include:

• Microsoft Terminal Server and Citrix Metaframe connections across the Internet for on-line training and demonstration purposes.
• PCAnywhere or NetMeeting connections for direct technical support connection to your database (most customer connections are established via a secure link on the Internet).
• Ability to restore your database locally on our systems for more involved troubleshooting activities.

Technical Support has established a specific process for responding to your issues. Our technical support process ensures that we communicate with you at every major step, and with the urgency that your issue requires.