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Technical Support representatives are available from 8 a.m. to 6 p.m. Eastern Standard Time, Monday through Friday (except holidays). Faxes, e-mails and calls which are not taken "live" usually receive a response within one business day, although occasionally extraordinary conditions may necessitate a longer response time. For more information please read our Support Policy.
You must register the software or participate in a current support plan to receive support of any kind. We must have valid customer information on file, especially an e-mail address prior to providing support. If calling, please have AlarmTraq up and running before you call us.
You can renew your support plan annually to keep on getting the best support and the latest updates, year after year. By investing in a support plan, you invest in your future and ensure that you can take advantage of the latest technologies and support the latest standards.
The world of information systems and alarm monitoring solutions is changing rapidly, with new platforms and new standards that require new tools. Reilly Telecom publishes updates to the current released version on an as-needed basis. These updates contain application fixes and enhancements. Upgrades, different from an update, include major modifications to the software, database structure, documentation and reports. Upgrades are generally released within a 12-24 month period.
A support plan ensures continued first-class technical support and training by phone, fax, or e-mail, and covers any updates or upgrades released during the plan period.
Support for certain issues pertaining to third-party software and other factors beyond AlarmTraq's control may be limited.
If you are interested in a support plan, please contact your AlarmTraq Account Manager at 203-234-9115 or firstname.lastname@example.org.