Standard Maintenance/Support Plans
OUR PROMISE
|
Provide you with comprehensive coverage for all your support needs.
|
The right support program will protect and enhance your Powertrak investment by keeping up-to-date software.
|
Strive to build enduring partnerships with our clients by providing the tools needed to cultivate and grow relationships with their customers and employees.
|
The Standard Support option is part of the maintenance/support portion of the purchase agreement. It provides the following benefits to Powertrak Certified users working with active Axonom Maintenance and Support Plan Contracted systems:
- Access to our knowledgebase via the web at no cost. This knowledgebase includes:
- Frequently Asked Questions (FAQ’s)
- Knowledgebase articles on setup issues, error messages, etc.
- Technical Bulletins
- Web access to software downloads and patches
- Unlimited software updates and service packs, including point releases during active support contract. *Note: Any required services work is separate.
- Unlimited electronic and telephone support for supported incidents
Support Overview
Support is rendered for Powertrak functionality to ensure that Powertrak runs accordingly to the functional documentation, including help files. Customizations and applications built within the Powertrak Toolkit are supported only to the extent of the use of the Toolkit itself or as otherwise provided in Statements of Work which cover modifications built by Axonom.
Every time a Powertrak customer calls/emails the Powertrak Technical Support team on a specific question or issue, that question or issue is logged into Powertrak support system as a case. Therefore, a call to Powertrak Technical Support could comprise a single support case or multiple support cases, depending on the number of distinct questions or issues covered during the call.
In the reverse, a single support case could be resolved during one call or might extend over multiple response calls. It is recommended that clients keep a record of each case or case number that is assigned by the Technical Support Team. If follow-up communication is required on the same case or cases, providing that number will enable any Technical Support Team member to review the call records for that particular situation. This will provide you with the fastest service available for a specific problem or issue.
Ways To Contact Support
Registered users can submit support tickets through the Axonom portal. Axonom Support will provide login credentials and instructions on how to access and use the portal. Credentials can be requested by emailing
support@axonom.com. Every effort is made to acknowledge and respond to all Portal Support Ticket submissions within three business hours.
The Powertrak Technical Support Team can be reached at 888-814-1884. Telephone support is available Monday – Friday from 8am-to-5pm US CST. If a client leaves a voicemail message, every effort will be made to acknowledge the voicemail within three business hours.
The Powertrak Technical Support Team can be reached at
support@axonom.com. Powertrak’s support team acknowledges all submitted incidents in the order that they are received. Every effort is made to respond to all questions and requests within three business hours.
Examples of Supported and Unsupported Issues
Operating Systems/Networking/Servers
Powertrak provides technical support for Powertrak products installed on the following supported operating systems and will support environmental issues insofar as they relate directly to Powertrak software and its performance on the operating system. Environmental issues include:
- Errors while installing Powertrak or a Powertrak update/patch.
- The system hangs or locks up while using a Powertrak product.
- A general protection fault, fatal exception errors, script errors, or run time errors occurs while using any Powertrak product.
- Questions regarding system configuration requirements.
Operating Systems/Networking/Servers
Windows 7 & Later |
Supported |
|
Linux – any form |
Not Supported |
Windows 2012 Server & Later |
Supported |
|
Exchange Server 2010 & Later |
Supported |
IIS Server 7.0 & Later |
Supported |
|
Lotus |
Not Supported |
Issues Supported/Not Supported
Installation of an operating system |
Not Supported |
|
Exchange Maintenance |
Not Supported |
Installation of third party software |
Not Supported |
|
Exchange Migrations |
Not Supported |
Specific hardware errors |
Not Supported |
|
Exchange backup/restore |
Not Supported |
Specific third party software Errors |
Not Supported |
|
Outlook install/setup |
Not Supported
|
Error logging into Powertrak |
Supported |
|
Powertrak Menu Setup |
Supported |
Printer errors |
Not Supported |
|
Powertrak item(s) does not save |
Supported |
Errors in third party backup software |
Not Supported |
|
Powertrak item(s) fails to insert |
Supported |
Errors in Powertrak |
Supported |
|
Powertrak item(s) will not delete |
Supported |
Setup/installation of third-party backup software |
Not Supported |
|
Powertrak item(s) fails to update |
Supported |
Customizations to Powertrak
done by Customer/Partner
|
Not Supported |
|
Powertrak item(s) fails to sync |
Supported |
ODBC connection errors |
Not Supported
|
|
Powertrak doesn’t display properly |
Not Supported |
ODBC setup configuration |
Not Supported |
|
Powertrak display doesn’t operate correctly
(i.e. pushing a button in the interface doesn’t work)
|
Supported |
Internet connectivity |
Not supported |
|
Creating new Exchange Mailboxes |
Not Supported |
Client/LAN connectivity |
Not Supported |
|
Prerequisite software installation |
Not Supported |
WAN connectivity |
Not Supported |
|
|
|
Databases
Powertrak provides technical support for Powertrak products installed on the following supported database products and will support environmental issues insofar as they relate to Powertrak software and its performance on the database.
Databases
SQL 2012 & Later |
Supported |
|
Oracle - All |
Not Supported |
Issues Supported/Not Supported
Backup/restore |
Not Supported |
|
Transferring/translating data to SQL |
Supported
(during Powertrak implementation only
if contracted through Axonom Professional Services.)
|
Cleaning corrupt data |
Not Supported |
|
Non-Powertrak approved sort order |
Not Supported |
Customizations done by the customer |
Not Supported |
|
Installing SQL |
Supported
(as it relates to the Powertrak software)
|
Miscellaneous Software
Powertrak provides technical support for Powertrak products installed on the following supported software products and will support environmental issues insofar as they relate to Powertrak software and its performance on the specific supported software.
Miscellaneous Software
Office 2010 & Later |
Supported |
|
Safari Browser (Latest Version) |
Supported |
Outlook 2010 & Later |
Not Supported |
|
Mobile Safari (Latest Version) |
Supported
*Does not support Powertrak Full 3D CPQ with Floor Space Planning.
For that product, we require desktop/laptop
browsers or our iOS app with some feature restrictions.
|
Internet Explorer 11 & Earlier |
Not Supported
|
|
Chrome for iOS and Chrome for Android (Latest Version) |
Supported
*Does not support Powertrak Full 3D CPQ with Floor Space Planning.
For that product, we require desktop/laptop
browsers or our iOS app with some feature restrictions.
|
Microsoft Edge Browser (Latest Version) |
Supported - 64-bit
(CRM 2015 UR 0.2 Needed)
|
|
Crystal Reports |
Not Supported |
Google Chrome Browser (Latest Version) |
Supported - 64-bit |
|
SQL Reporting Services 2012 and Later |
Supported |
Mozilla Firefox Browser (Latest Version) |
Supported - 64-bit |
|
|
|
Issues Supported/Not Supported
Specific errors in supported browsers while using Powertrak
|
Supported |
|
SQL Reporting Services Installation |
Not Supported |
Setting up Crystal Reports |
Not Supported |
|
|
|