Remote Assistance for AccuTrack

About Remote Assistance

If you need our staff assistance to configure your Windows IIS server for WebLink, then we need to set up a remote assistance session. During this session a senior AccuTrack staff member will log in to your computer via the Internet to troubleshoot it.

Preparing for Remote Assistance

To prepare for the remote assistance session you need to do the following;

1. Make sure the server you want to use as your WebLink software server has IIS installed.
2. Install the WebLink software on this server using its installation CD.
3. Find out the path to your AccuTrack shared database folder from the web server.
4. Arrange for remote assistance access to the server (e.g. via Windows remote assistance).  
5. Contact the AccuTrack support to arrange for a mutually convenient time for the remote assistance session.  Include in your note the remote access instructions and the path to the database folder.

Fees

Each AccuTrack WebLink order comes with one complementary remote assistance session. If you have already used your complementary session and require our assistance, then you have two options:

1. Cover the session under your Priority Support Plan. If you do not have a Priority Support subscription, then you need to order this subscription prior to the session. The remote assistance session can take up to two hours, thus it requires up to 4 Priority Support Units.

2. Pay for the assistance via the Pay Per-incident support.

Click here for information on Priority Support terms and fees.