Resources for Getting Help
Posted by JT Burns on 13 August 2013 12:26 PM
Resources to Support Your Trac System
Redrock Software provides several resources to assist you with your user and technical support needs. Your annual maintenance subscription provides you with email and phone support from Redrock Software for technical assistance and training. Redrock Software also supports and updates the Redrock Wiki, which contains a User Manual, Technical Manual, and a list of FAQs, to assist you with the Trac system as well as with Redrock Modules. The user ListServs are available for subscription and participation in group emails with other Trac System users. You may also schedule online training sessions to work with a Redrock Support Team member to received personalized attention and direction on your specific Trac System. Utilizing and becoming familiar with the resources that Redrock Software offers will help to expedite how quickly you learn to implement and manage your Trac system.
Email Redrock Support
Emailing the Redrock Support Team allows you to have direct access to the knowledge and experience of the Redrock Support personnel. The Redrock Support email address is firstname.lastname@example.org. The emails appear in a queue within a group mailbox shared by all Redrock Support Team members. The emails are answered according to the following criteria: when they arrive, simplicity of question, and/or priority of the request. Redrock works diligently to maintain an outstanding email queue of less than 50 working emails; however, that can jump up to over 100 working emails during the beginnings of the Fall and Spring semesters. The busiest times for support tend to be January-March and August-October. In order to receive the quickest response possible, when emailing Redrock Support, be sure not to email a specific Team member without copying the Redrock Support email address on the message. This will ensure that your email is viewed by the entire team and assigned properly.
Call Redrock Support
Redrock Software provides phone support at 877-303-7575 / 480-752-8533 for annual maintenance subscribers. We recommend that when you call, enter extension 201 which rings all Support Team phones allowing the first available Team member to answer your call. If you do not reach a member of the Support Team, please leave a detailed message and follow-up with an email to email@example.com. Redrock Support personnel are actively engaged with customers via demonstrations and trainings for over 4 hours a day. This can make contacting a specific Redrock Support Team member on the first try unlikely; however, all Redrock Support personnel are directed to check and respond to their voice mail regularly throughout the day.
Utilize the Redrock Wiki
The Redrock Wiki has proven to be the fastest and most effective method to provide Trac System Users with the information required to support their system and/or get it up and running. The Wiki has three major areas of support: FAQs, User Manual, and Tech Manual. The FAQs answer more than 50 commonly asked questions and more are added on a regular basis. The User Manual provides detailed explanations of how the settings and preferences in the Trac System function, while the Tech Manual provides the exact technical information that your IT Support will need to know about the Trac System and server. More information is added to the Redrock Wiki on a weekly basis, with major revisions posted to the ListServ, Facebook, and Twitter.
Join the User ListServ
The ListServ is a great method to expand your network and find resources among other Trac System users. There is a ListServ available for both the TutorTrac and AdvisorTrac Systems. The ListServs are private to Trac System users. You can join a ListServ by following the ListServ Instructions. Requests to join the ListServ are allowed or denied based on a few factors: legitimate university email address, whether or not the university has a Trac product, as well as whether or not the user has direct involvement with the Trac System. You can click here to access and join the ListServ to begin exchanging emails with other Trac System users.
Schedule Online Training Sessions
Your annual maintenance subscription provides you with an unlimited number of online training sessions with a member of the Redrock Support Team. These sessions are scheduled on a first-come, first-served basis. The available times can be found at Request Training from the Support menu at www.go-redrock.com. The online training sessions generally last one hour with a dedicated member of the Support Team. To make the most of your training sessions, be sure to let the Redrock Support personnel know what your questions are as well as your goals for the session.