AccuTrack Priority Support Plans

What is Priority Support
Platinum Plus Subscription
Gold Priority Plan
Silver Priority Plan
New Customer Support
Pay Per-Incident Support
Terms of Service

What is Priority Support?

Priority Support provides you with great benefits including phone, direct email, and online support, access to the senior AccuTrack staff, and for the Platinum Plus plan free software upgrades and free training. The description on each plan and its benefits appear below.

Our goal is to respond to Priority Support requests within the same business day they are received. In many cases, Priority Support cases are answered immediately.

AccuTrack Platinum Plus Subscription

The AccuTrack Platinum Plus subscription is our premier support package and includes many benefits including free software upgrades, priority support via phone, email, and online, free Orlando training, a copy of the AccuTrack training CD, and much more. The Platinum Plus subscription is only available with new licenses and can be renewed any time before its expiration. For the details of this plan please click here.

NOTE: All new AccuTrack 11 orders come with one year of Platinum Plus subscription.

AccuTrack Gold Priority Support Plan

The AccuTrack Gold Priority Support Plan is designed for AccuTrack Users who expects to need frequent telephone and email support on a priority basis or for centers with more than one AccuTrack administrator. The Gold Priority Plan provides:

25 Priority Support Units valid for one year.
Support via phone, direct email, or online support sessions.
Support for up to 3 users.
Unlimited support via the AccuTrack on-line Support Forum.
20% discount off the Orlando Training Class.
Annual subscription fee is $599.

AccuTrack Silver Priority Support Plan

The AccuTrack Silver Priority Plan is designed for the individual AccuTrack users who expects to occasionally need telephone and email support on a priority basis. The Silver Priority Plan provides:

10 Priority Support Units valid for one year.
Support via phone, direct email, or online support sessions.
Support for a single user.
10% discount off the Orlando Training Class.
Annual subscription fee is $299

Pay per-incident Support

If you do not have an active Priority Support Plan and require emergency support, you can either order a Silver or Gold Priority Support Plan or pay per-incident. Pay per-incident support is provided via telephone, direct email, and online. The cost is $95 per Support Unit used. A Purchase Order or credit card payment is due at the time service is rendered.

New Customer Support

All new AccuTrack 11 orders include one year of Platinum Plus subscription. Users can renew the Platinum Plus plan any time before its expiration. Not sure what you have? Contact us and we will look it up for you.

Terms of Service

Telephone Support from 9:00 a.m. to 5:00 p.m. EST Monday through Friday.
Our goal is to respond to all Priority support calls and emails within 1 business day. In many cases the response is almost immediate.
A Support Unit is 30 minutes of AccuTrack staff time.
Any part of a Support Unit used counts as a full Unit.
Minimum one support unit per call or e-mail message.
Callbacks outside the U.S. and Canada are billed an additional $1.50 per minute.
Unused Support Units under all Plans expire one year from date of purchase.
The free Platinum Plus support plan start on the day the software is delivered and expires one year from the software delivery date.
The Silver and Gold Plans are effective on the dates they are ordered and good for either one year from purchase date or until the support units are used, whichever comes first.
The Platinum Plus plan is only offered for free for one year with new AccuTrack 11 orders or with paid version 11 upgrade orders. The plan must be renewed before its expires for continued eligibility.
The Platinum Plus Plan includes a free online getting started session of the software. Please call to schedule a mutually convenient time for the session. The session is one hour long.
Silver and Gold Platinum Plus Plans subscribers are eligible for discounts on the Orlando Training Class. You need to identify yourself as a Priority Support Plan subscriber and request the discount WHEN you reserve your seat for the training session.
Platinum Plus subscribers can send up to two people to the Orlando training session without paying a registration fee. This offer is subject to availability, so please call ASAP.
Free maintenance updates are delivered via web download only.
Platinum Plus subscribers are entitles to free major software upgrades (e.g. from version 10 to 11). Active Platinum Plus subscribers can request the upgrade CD any time after it is made available to Platinum Plus subscribers.
Platinum Plus subscribers can request new features to be added to a future major upgrades. These requests will be evaluated by our development team and will be added if they are found to be useful to other AccuTrack users too.
To enjoy the Priority Support benefits, your subscription must be active (i.e. has not expired).
Prices and term may change without notice.