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 Knowledge base via the web at no cost. This knowledge base includes:
    1. Frequently Asked Questions (FAQ’s)
    2. Knowledge base 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.
  3. Unlimited Electronic and Telephone support

Support Overview
Support is rendered for Powertrak functionality to insure 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

Support Tickets may be submitted through the Axonom Customer Portal which can be reached through https://axportal13.netprm.com or through the Axonom website. Axonom Support will provide you with login credentials and instructions on how to use the portal. 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

6462 City West Parkway, Suite 200 Atlanta, GA | Los Angeles, CA
Minneapolis, MN 55344 Hours: 8am-5pm (Central)
   
Toll Free: 888-814-2880 General: marketing@axonom.com
Local: 952-653-0400 Sales: sales@axonom.com
Fax: 952-653-0404 Support: support@axonom.com
Support: 888-814-1884 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.
  • 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 Supported   IIS Server 7.0, 8.0 Supported
Windows 8 Supported   Linux – any form Not Supported
Windows 8.1 Supported   Exchange Server 2010 Supported
Windows 10 Supported
(CRM 2015 UR 0.2 Needed)
  Exchange Server 2013 Supported
Windows 2012 Server Supported   Lotus Not Supported
Windows 2012 Server R2 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

Supported

(as it relates to Powertrak Outlook User Interface)
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 Sync 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

Supported

(as they relate to the Powertrak software)
  Powertrak doesn’t display properly Not Supported
ODBC setup configuration 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 2008 R2

Supported 

(PT Only, No CRM Support)
  SQL 2014 Supported
SQL 2012 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 Supported   Internet Explorer 11 Not Supported
Office 2013 Supported   Microsoft Edge Browser (Latest Version)

Supported

(CRM 2015 UR 0.2 Needed)
Office 2016

Supported

(CRM 2015 UR 0.2 Needed)
  Google Chrome Browser (Latest Version) Supported
Outlook 2007 and previous versions Not Supported   Mozilla Firefox Browser (Latest Version) Supported
Outlook 2010 Supported   Safari Browser (Latest Version) Supported
Outlook 2013 Supported   Mobile Safari (Latest Version) Supported
Outlook 2016

Supported

(CRM 2015 UR 0.2 Needed)
 

Chrome for iOS and Chrome for Android (Latest Version)

Supported
Internet Explorer 9.0 and previous versions Not Supported   Crystal Reports Not Supported
Internet Explorer 10 Not Supported   SQL Reporting Services 2012 and Later Supported
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