Technical Customer Support

Customer Support

TRUX Customer support responds to all inquiries made by our post Implementation clients. Our specialists answer or perform server migrations, technical questions, how to product questions, licensing requests and setup and configuration issues. We manage all issues communicated to us via email, telephone, and via our support web page.

We record and manage the following issues using industry best practices:

Ticket Management

Our support team manages all technical issues encountered by our clients. We create and maintain a history of support issues, enhancement requests, and product faults. Each of these issues is managed with a process specific to the issue type. We constantly monitor new issues, escalating high priority and high severity issues immediately for management review and assessment.

 Feature and Enhancements

When customers offer product suggestions, we enter an enhancement or feature request for tracking purposes. We review these feature requests periodically for inclusion in future releases of the TRUX Product Suite. We welcome and value our clients input.

Product Faults

TRUX support reviews all requests to determine if the issue is product related. In some cases a potential correction to the TRUX application is required to resolve the problem. Our support team works with our development group during the investigation and tracks the issue through completion. Please see the Software Product Update and Releases section for details on when and how corrections are released to our customers.