Support

Customer support is given the highest priority of any activity, and EAG gets consistently high marks from customers for CaseTrack support. EAG's standard support contract entitles customers to unlimited telephone support via a toll-free number, as well as periodic updates and maintenance releases of the software.

EAG employs a team approach to ensure the highest level of support for our customers. The team works closely with customer personnel to provide support throughout the project lifecycle:

Account Manager

Responsible for all contract negotiations and overall management of the project. This person is the EAG professional responsible for the account.

Implementation Manager

Responsible for coordination of implementation and installation. This includes scheduling of the implementation phases and planning for any data conversion requirements.

Support Manager

Responsible for coordinating on-going support. Records and prioritizes support issues and delegates to the appropriate support technician as necessary.

Support Technician

Responsible for troubleshooting support issues. Works with the customer to precisely identify and resolve issues.

Documentation Specialist

Responsible for production of system documentation.

CaseTrack Google Groups

For additional support, join the CaseTrack users forum on Google.