Member, Association of Support Professionals
Northwest Software offers experience, knowledge, stability and technical expertise that is unsurpassed. Northwest Software backs its applications with a product support plan that is truly unmatched by any market competitor!
For-profit and nonprofit organizations use software applications quite differently. In 1990 our staff and management broke the mold when it comes to supporting nonprofits, by providing hourly based support in lieu of date based support. What is the difference? Under a date based support policy, when a user makes the first phone call to the software publisher for support, the clock begins ticking against the support agreement. (Generally 30 to 90 days in duration.) So if the nonprofit organization does not call for support within the allotted time period, the support agreement can expire without ever getting additional help. Under our hourly based support policy a set number of hours are assigned to each application, only expiring upon use by the nonprofit. There is no date limit in which the time must be used and time used is counted by the minute. The end result? Your organization's users receive maximum benefit from the support policy!
Each Tracker-Series application comes with a support policy that includes:
TRADITIONAL PHONE SUPPORT
Each application in the suite comes with a set number of traditional phone support hours free of charge with purchase. This free support does not have a date limit. It can be used anytime up to the provided limit. Traditional phone support includes:
- Phone support is provided during normal business hours, 8:00a. to 4:30p. Monday - Friday Pacific Time.
- After hours phone support is also made available as a part of your support agreement on a call back basis until approximately 9:00p. Pacific Time weeknights and Saturdays. Our staff believes that your volunteers deserve the same quality support given to your paid staff!
- For those at their events, extended after-hours support is available until mid-night Pacific Time during the event seasons.
SECURE INTERNET CHAT
In addition to traditional phone support, Northwest Software offers secure Internet chat that connects directly to our support representatives nationwide. Access Internet chat from our website or directly from within your Tracker-Series application!
INTERNET SUPPORT
In addition to our phone support, 24 hr. Internet support is also provided. There is no charge for Internet support and support provided via this medium is not counted against your phone support!
- Email Support - Simply email us your questions and we will respond to your query via the same medium. Email is checked several times a day, six days a week.
- Product Support Website Access - With purchase, you are given the opportunity to access our product support website. Our Support Reference Center provides current news and information important to our users, a complete file download area and our full text search KnowledgeBase!
- International Online User's Group - Converse with other Tracker-Series application users world-wide through our international online user's group. Provided as a part of your application support agreement, access both peer-level as well as corporate level support, news, frequently asked questions and much more.
APPLICATION UPDATES AND UPGRADES
Your purchase comes with all application updates for the product version you are using free of charge. Updates are delivered directly to your Tracker-Series application via our automated Application Update Service that is secure and requires no additional effort on the part of the user.
Product upgrades from version to version are performed on an as needed basis and generally never have a cost exceeding $400.00. This helps to keep your maintenance costs very affordable.
