SOL Tracker Technical Support Options

The following Technical Support options are available to users of SOL Tracker.  By contacting Technical Support, you agree to the terms and conditions listed on this page or in any supplemental documentation that may accompany the software product:

Procedures to follow prior to contacting Technical Support

 Prior to contacting Technical Support, you should have performed the following steps (if applicable):

• Reboot your computer and try the method again to see if the problem still persists.

• Compact your Program File and Data File (see Appendix E in the SOL Tracker User's Guide) and see if the problem still persists.

• Read the appropriate section in the SOL Tracker User’s Guide to see if your problem is addressed.

• Refer to the FAQ on the Technical Support web site to see if your question has already been answered before.

• Try an alternate method to see if the problem is due to the particular set of data that you are using.  For example, if you have a problem with a particular report, try using different report criteria to see if the problem still occurs.

• Talk to your SOL Tracker administrator or other users to see if they have encountered your problem before or if they know the solution.

• Print out any error message that you may have received.

• Make a backup of your data (see section 14.33 in the SOL Tracker User's Guide).

• Make sure that you are authorized to incur charges related to software support.  All Email and calls to Technical Support are billable to your organization.  If your organization requires a Purchase Order, please arrange to have one prior to calling.

Technical Support Policy

All software and electronic medium is subject to conflicts with other software, system performance issues, network interference, operating system lock-ups, bad sectors and an entire list of other problems that most computer users are familiar with.  SOL Tracker is no exception.  Occasional problems with the software’s performance is considered normal.  Technical Support is available in order to assist you with resolving some of the problems or issues that may arise, or with helping you tailor the software to your particular specifications.

All Technical Support handled over the phone or via email is billable at the posted price.  Any user of SOL Tracker that contacts Technical Support agrees that they are authorized to incur such charges against their organization.  It is each purchaser’s responsibility to instruct their users pertaining to whether they are or are not authorized to contact Technical Support.

Significant Technical Support will not be handled via email.  This support option is designed to allow users an outlet for answers to questions that arise about the normal use of the software and questions about features (even advanced features) within the software, as well as minor problems that may occur during normal use.  Significant problems or error messages are not considered minor problems, and will be referred to Telephone Support.  DD-Consulting reserves the right to decide which problems are minor and which are not, as well as what support is billable support and what is not.  We make no guarantees that any particular problem can be resolved to the user’s satisfaction.  DD-Consulting assumes no liability for data protection through assistance given to users.  It is the responsibility of users to maintain current data backups prior to contacting Technical Support.