Support

System Status

System Maintenance Window

TrackAbout's system maintenance window is:

Saturday 8:00 PM to Sunday 2:00 PM US Eastern Time Zone

Sunday, 00:00 to 18:00 UTC/GMT during United States Daylight Saving Time
Sunday, 01:00 to 19:00 UTC/GMT during United States Standard Time

We will establish an exact time a few days prior to the release and publish it to our status page. You can subscribe to those notifications on this page. When a new website release is being made, the site may be offline for up to 15 minutes, depending on the extent of the changes. Most upgrades take only a minute or two. We perform the upgrades as close to the start of the published maintenance window as possible.

Daylight Saving Time

In the United States, Daylight Savings Time begins at 2:00 am local time on the second Sunday in March and continues until the first Sunday in November, when it returns to standard time at 2:00 am.

Software Releases

System Requirements

TLS 1.2 QA Environment Testing

TLS 1.2 Test Environment Testing

Support Process

Request via email to support@trackabout.com. A ticket will then be assigned and sent to the requester.
Request detailing the purpose of the maintenance and the action for TrackAbout to perform.
Share all contacts (name phone and email) form the people involved in the process.
The environment affected (Instance and environment (Prod vs. Test))
The date and time to start procedure (Format: Day of the week, Month, day, year and time zone)
The EXPECTED date and time to resume normal process (Format: Day of the week, Month, day, year and time zone). This is the earliest time that TrackAbout Support would be expected to re-enable integration messages

Scheduled Support Request Outside Business Hours

Customers should provide at least three (3) Business days lead time to TrackAbout for any request requiring Support interventions

Example of such requests:

Holding integration messages
Bulk data load
Product code/ customer remapping or renaming

Outside Business Hours

Customers should provide at least three (3) Business days lead time to TrackAbout for any request requiring Support interventions.

Example of such requests:

Holding integration messages
Bulk data load
Product code/ customer remapping or renaming

Holidays

TrackAbout observes the following holidays during the year:

Holiday	When Observed
New Year’s Day	(US: Taken on 1st-January, unless that falls on a weekend, then: taken the Friday before, or the Monday after.)
Memorial Day	(US: Taken on the final Monday in May.)
Independence Day	(US: Taken on 4th-July unless that falls on a weekend, then: taken the Friday before, or the Monday after.)
Labor Day	(US: Taken on the first Monday of September.)
Thanksgiving Day	(US: Taken on the fourth Thursday in November.)
Day After Thanksgiving	(US: Taken on the Friday following Thanksgiving.)
Christmas Day	(US: Taken on the 25th-December, unless that falls on a weekend, then: taken the Friday before, or the Monday after.)

Pricing

Depending on the work required, a fee might be charge at the current hourly rate (Contact the Support department for pricing)

Emergency fee might be charged if requested to perform outside business hours and with less than three business days' notice. Provide a purchase order number at the request time.