Emergency? Who ya gonna call?

It’s 6pm and you’re almost finished with a very long day. You’ve installed the Tracks software on your laptop because you need an extra workstation for registration tomorrow, but now you discover something’s wrong. You click on Tracks and nothing happens. Yikes! What do you do? Who ya gonna call?

No, this isn’t a job for the Ghostbusters! And please - don’t just email your Account Manager – he/she may not see your email until morning. It’s time to remember that we have after hours support for emergencies – and that’s 24/7. How do you contact them? It’s easy. Call our regular support line at 1-888-490-1555. Listen to the message and you’ll hear the option to contact Emergency Support from that menu. Follow the directions and an actual live person (one of our senior support analysts) will call you back – in real time. We understand that sometimes challenges with software and equipment happen outside normal business hours – and we’re there to support you if and when it does. If you have an emergency – any emergency (picture a line of 300 students waiting restlessly) and you’re stuck, please call us and go to that emergency line. We’ll be there for you - we promise!

On that same note, our Support Team continues to maintain impressive low average wait times even here in the middle of August (typically our busiest phone season). Wait times for the How-To Queue are approximately 2-3 minutes and about 10-15 minutes for the Data Repair/Error Queue. It's not surprising that we’re getting lots of compliments from users about the short waits and we appreciate every single one of them. Thanks for being vocal about your approval!

So remember – if you have a problem or question, call or email Support. But if you have an emergency, don't email! Pick up the phone - no matter what time it is. We’ll be there to help!