Getting Support From TruePath Engineering

If you have an active break/fix support contract with TruePath, then you're welcome to reach out and contact our support team for help!  This document will cover the various ways you can reach out to our team.

Please refer to our official Terms page for more in-depth details of coverage.

Difference between Break/Fix and Professional Services (PS):

Break/Fix support is, in general, when a supported piece of software is not currently working as published/expected; customer help is needed to define what/where a possible issue is and have a possible fix provided.  If TruePath engineering cannot fix the issue, it may require them to reach out to the software manufacturing engineering for support.

In depth training, project based work or script/coding is not included in Break/Fix support.  These types of activities would fall under a separate paid Professional Services engagement.

Ways to Contact Support:

Severity Levels:

When opening or creating a new online service ticket you have the ability to set your own Priority.  Please keep in mind that anything set to 'Critical' will page out all on-call engineering.  This should only be used when you find that your appropriate service is down hard, no workaround is available and customers are being impacted.  

Core Values:

We strive to provide the best customer service!  If at any time you find that anyone or anything within your experience is not following our company core values, we want to know and fix it immediately for you.

  • Company Core Values
    • Responsive 
    • Easy To Work With
    • Technical 

 

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