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 and direct email support, access to the senior AccuTrack staff, training discounts, and for free software upgrades. There are several options to choose from.

Our goal is to respond to Priority Support requests the same business day they are received. In many cases, Priority Support questions 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, unlimited priority support, free copy of the AccuTrack training CD, and much more. The Platinum Plus subscription is only available to AccuTrack 10 users. For the details of this plan please click here.

AccuTrack Gold Priority Plan

The AccuTrack Gold Priority Plan is designed (a) for the individual AccuTrack User who expects to need frequent telephone and email support on a priority basis or (b) Labs with multiple AccuTrack administrators. The Gold Priority Plan provides:

Free copy of the AccuTrack Training CD ($295 value).
20 Priority Support Units valid for one year.
Toll-free phone number for your support calls.
Support for multiple users.
One hour software walk-through via the phone to help you get started with the software (call to schedule).
Unlimited support via the AccuTrack on-line Support Forum.
20% discount off the Orlando Training Class.
Free maintenance updates via the web (when available).
Ability to request new features for future versions.
Annual subscription fee is $599 if you order the plan with your software or if you renew the plan before it expires. If you order the Gold Priority Support plan after you order your software or if you do not renew it before its expiration date, then the fee is $675.

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:

Unlimited support via the AccuTrack on-line Support Forum.
10 Priority Support Units valid for one year. These can be used towards phone and email support.
Toll-free phone number for your support calls.
One hour software walk-through via the phone to help you get started with the software (call to schedule).
10% discount off the AccuTrack Training CD.
10% discount off the Orlando Training Class.
Free maintenance updates via the web (when available).
Ability to request new features for future versions.
Annual subscription fee is $269 if you order the plan with your software or if you renew the plan before it expires. If you order the Silver Priority Support plan after you order your software or if you do not renew it before its expiration date, then the fee is $299.

New Customer Support

New customers of AccuTrack Products receive free Priority Support incident units for use during the first 90 days following the date of software delivery. These free units are only provided to new clients and are not applicable to upgrades of AccuTrack Products. The number of incident units depends on the product you purchased as explained below.

Pay per-incident Support

If you do not have a Priority Support Plan and require emergency support, you can either order a Priority Support Plan or pay per-incident. Pay per-incident support is provided by Telephone and E-mail. The cost is $95 per Support Unit used. A Purchase Order or credit card payment is due at the time service is rendered.

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.
Silver, Gold, and Platinum support plans start on the day the software is delivered and expires one year from the delivery date.
Silver and Gold Plans renewed before their expiration are eligible for the discounted subscription fee.
The Platinum Plus subscription is only available with new software orders or with software upgrade orders. The plan must be renewed before it expires for continued eligibility.
Silver, Gold, and Platinum Plus Plans include a free walk through of the software to help you start using the software. Please call to schedule a mutually convenient time for the walkthrough. The walkthrough is one hour long.
Silver, Gold, and 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.
Free maintenance updates are delivered via the web only. Subscribers of the Platinum Plus subscription will get a CD with major upgrades (e.g. upgrading from version 10 to 11). The CD will be sent out within 60 days of the release of the major version upgrade.
Silver, Gold, and 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 included if they are found to be useful to other AccuTrack users too.
Prices and terms subject to change without notice.