TRACKSIDE SUPPORT
If you are trying to figure out how to do something on your Trackside site, first check out the "How To".
OFFICE HOURS:
Monday - Friday | 9:00am - 4:00pm EST
Special times for meetings/training available outside of these hours by appointment.
Emergency Support 24/7
For non-urgent items use contact@tracksideapp.com to open a ticket. Opening a ticket is the best way to reach support, as this is monitored by multiple members of our team.
For time-sensitive but not urgent, call us at 330-754-3364.
For after-hour emergencies, use the emergency support procedure which simultaniously notifies multiple members of our team using various methods of communication.
Please do NOT use individual cell phone numbers/text messages for our team if you have an emergency, as we maintain a formal on-call rotation to share the responsibility and provide the best possible service for customers. Plus we like to let people take a weekend off or have a vacation :-)
This service is reserved specifically for issues occuring outside of business hours that affect your ability to complete sales or conduct an events. If emergency support is used for non-emergency issues, a minimum $150 charge will be applied to your account. There is no charge for emergency support for issues that are a legitimate emergency.
AFTER-HOURS EMERGENCY SUPPORT:
- Call 330-754-3364
- Press 1 for Trackside Systems
- Press 2 for Support
- Press 3 for after-hours emergency support
- You will be prompted to enter your emergency support code (which was sent to you seprarately)
- You will most likely reach a person, but if you don't - please leave a detailed voicemail about the issue you are having!
