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SurveyTracker Customer Support

We provide customer support to all our customers who purchase SurveyTracker. We also have the back-up support of Training Technologies, USA (owner and developer of SurveyTracker software) should we not be able to resolve an issue.

Customer support is divided into two categories:

1. New Purchases
   New owners of SurveyTracker software receive twelve (12) incidents of free telephonic technical support over six (6) months.
2. Upgrade Purchases
   Upgrade customers receive six (6) incidents of free technical support within three (3) months.
   
   
   • Support applies to the current version of SurveyTracker or previous version no older than one year.
   • An incident is a call into support regarding an individual aspect of SurveyTracker operations. For example, if you have a question regarding the import of a survey instrument from another software application. An incident may range over multiple calls and end when the specific issue is resolved.
   • Once the free support service has expired, support can be offered at an hourly consultation fee.* The consultation fee does not include travelling and accommodation, should the consultant have to visit the site of the purchaser.
   • An incident does not cover phone training (e.g. a walkthrough of the operation of the software, assistance in proper survey design). These are billed at an hourly consultation fee.*

*Contact details:

Ellen Martins
Tel: +27 83 266 6372 or +27 83 457 9550
E-mail: orgdia@iafrica.com