Support Center

Standard Maintenance/Support Plans

OUR PROMISE

Provide you with comprehensive coverage for all your support needs.

The right support program will protect and enhance your Powertrak investment by keeping up-to-date software.

Strive to build enduring partnerships with our clients by providing the tools needed to cultivate and grow relationships with their customers and employees.

The Standard Support option is part of the maintenance/support portion of the purchase agreement. It provides the following benefits to Powertrak Certified users working with active Axonom Maintenance and Support Plan Contracted systems:

  1. Access to our knowledgebase via the web at no cost. This knowledgebase includes:
    1. Frequently Asked Questions (FAQ’s)
    2. Knowledgebase articles on setup issues, error messages, etc.
    3. Technical Bulletins
    4. Web access to software downloads and patches
  2. Unlimited software updates and service packs, including point releases during active support contract. *Note: Any required services work is separate.
  3. Unlimited electronic and telephone support for supported incidents

Support Overview

Support is rendered for Powertrak functionality to ensure that Powertrak runs accordingly to the functional documentation, including help files. Customizations and applications built within the Powertrak Toolkit are supported only to the extent of the use of the Toolkit itself or as otherwise provided in Statements of Work which cover modifications built by Axonom.

Every time a Powertrak customer calls/emails the Powertrak Technical Support team on a specific question or issue, that question or issue is logged into Powertrak support system as a case. Therefore, a call to Powertrak Technical Support could comprise a single support case or multiple support cases, depending on the number of distinct questions or issues covered during the call. 

In the reverse, a single support case could be resolved during one call or might extend over multiple response calls. It is recommended that clients keep a record of each case or case number that is assigned by the Technical Support Team. If follow-up communication is required on the same case or cases, providing that number will enable any Technical Support Team member to review the call records for that particular situation. This will provide you with the fastest service available for a specific problem or issue.

Ways To Contact Support

Registered users can submit support tickets through the Axonom portal. Axonom Support will provide login credentials and instructions on how to access and use the portal. Credentials can be requested by emailing support@axonom.com. Every effort is made to acknowledge and respond to all Portal Support Ticket submissions within three business hours.
The Powertrak Technical Support Team can be reached at 888-814-1884.  Telephone support is available Monday – Friday from 8am-to-5pm US CST. If a client leaves a voicemail message, every effort will be made to acknowledge the voicemail within three business hours.
The Powertrak Technical Support Team can be reached at support@axonom.com. Powertrak’s support team acknowledges all submitted incidents in the order that they are received. Every effort is made to respond to all questions and requests within three business hours.

 

Corporate Headquarters

Extension Offices
11010 Prairie Lakes Drive, Suite 375 Atlanta, GA | Los Angeles, CA
Eden Prairie, MN 55344 Hours: 8am-5pm (Central)
   
Toll Free: 888-814-2880 General: marketing@axonom.com
Local: 952-653-0400 Sales: sales@axonom.com
Support: 888-814-1884 Support: support@axonom.com
  Careers: careers@axonom.com

 

Examples of Supported and Unsupported Issues

Operating Systems/Networking/Servers

Powertrak provides technical support for Powertrak products installed on the following supported operating systems and will support environmental issues insofar as they relate directly to Powertrak software and its performance on the operating system. Environmental issues include:

  • Errors while installing Powertrak or a Powertrak update/patch.
  • The system hangs or locks up while using a Powertrak product.
  • A general protection fault, fatal exception errors, script errors, or run time errors occurs while using any Powertrak product.
  • Questions regarding system configuration requirements.

 

Operating Systems/Networking/Servers
Windows 7 & Later Supported   Linux – any form Not Supported
Windows 2012 Server & Later Supported   Exchange Server 2010 & Later Supported
IIS Server 7.0 & Later Supported   Lotus Not Supported

 

Issues Supported/Not Supported
Installation of an operating system Not Supported   Exchange Maintenance Not Supported
Installation of third party software Not Supported   Exchange Migrations Not Supported
Specific hardware errors Not Supported   Exchange backup/restore Not Supported
Specific third party software Errors Not Supported   Outlook install/setup

Not Supported
Error logging into Powertrak Supported   Powertrak Menu Setup Supported
Printer errors Not Supported   Powertrak item(s) does not save Supported
Errors in third party backup software Not Supported   Powertrak item(s) fails to insert Supported
Errors in Powertrak Supported   Powertrak item(s) will not delete Supported
Setup/installation of third-party backup software Not Supported   Powertrak item(s) fails to update Supported

Customizations to Powertrak

done by Customer/Partner

 Not Supported   Powertrak item(s) fails to sync Supported
ODBC connection errors

Not Supported

   Powertrak doesn’t display properly Not Supported
ODBC setup configuration Not Supported  

Powertrak display doesn’t operate correctly

(i.e. pushing a button in the interface doesn’t work)
 Supported
Internet connectivity Not supported   Creating new Exchange Mailboxes Not Supported
Client/LAN connectivity Not Supported   Prerequisite software installation Not Supported
WAN connectivity Not Supported      

 

Databases

Powertrak provides technical support for Powertrak products installed on the following supported database products and will support environmental issues insofar as they relate to Powertrak software and its performance on the database.

 

Databases
SQL 2012 & Later Supported   Oracle - All Not Supported

 

Issues Supported/Not Supported
Backup/restore Not Supported   Transferring/translating data to SQL

Supported

(during Powertrak implementation only
if contracted through Axonom Professional Services.)
Cleaning corrupt data Not Supported   Non-Powertrak approved sort order Not Supported
Customizations done by the customer Not Supported   Installing SQL

Supported

(as it relates to the Powertrak software)

 

Miscellaneous Software

Powertrak provides technical support for Powertrak products installed on the following supported software products and will support environmental issues insofar as they relate to Powertrak software and its performance on the specific supported software.

 

Miscellaneous Software
Office 2010 & Later Supported   Safari Browser (Latest Version) Supported
Outlook 2010 & Later Not Supported   Mobile Safari (Latest Version)

Supported

*Does not support Powertrak Full 3D CPQ with Floor Space Planning.
For that product, we require desktop/laptop
browsers or our iOS app with some feature restrictions.
Internet Explorer 11 & Earlier

Not Supported

   Chrome for iOS and Chrome for Android (Latest Version)

Supported

*Does not support Powertrak Full 3D CPQ with Floor Space Planning.
For that product, we require desktop/laptop
browsers or our iOS app with some feature restrictions.
Microsoft Edge Browser (Latest Version)

Supported - 64-bit

(CRM 2015 UR 0.2 Needed)
   Crystal Reports Not Supported
Google Chrome Browser (Latest Version) Supported - 64-bit   SQL Reporting Services 2012 and Later Supported
Mozilla Firefox Browser (Latest Version) Supported - 64-bit      

 

Issues Supported/Not Supported

Specific errors in supported browsers while using Powertrak

 Supported   SQL Reporting Services Installation Not Supported
Setting up Crystal Reports Not Supported