After hours support in case of an emergency

Tawnya Hogan

Feb 11, 2022

1902

Wouldn't it be nice if all emergencies happened between 9 to 5? When they don't, you can rest easy knowing that KlickTrack has you covered with Emergency Support.

KlickTrack has regular support hours from 8:00 AM to 6:00 PM PST / 10:00 AM to 8:00 PM CST Monday through Friday, but provides additional Emergency Support until 11:00 PM, seven days a week.

Email [email protected] with URGENT in the subject line describing the situation and the emergency problem. URGENT tickets will be escalated and attended to as quickly as possible.

Call 360-858-6058 to reach the service line and be connected to a support agent during an emergency outside of normal service hours.

What is considered an Emergency?

An emergency is defined as a whole or critical part of KlickTrack that is unusable, causing an immediate impact on one or all users. Two cases we consider URGENT:

Inability to ring sales
Register app or back office is completely down

Note: If your issues fall outside of these two examples, KlickTrack Support will reduce the urgency to High, let your team know, and get back to you within normal business hours.

How do I get a hold of support during an Emergency?

If you are unable to ring sales or your Register App or Back Office are inaccessible, you can reach out in two ways:

1. Email [email protected] with URGENT in the subject line. Describe the situation in the email body and emergency problems will be escalated and attended to as quickly as possible.

2. Call 360-858-6058 to reach the service line and be connected to a Technical Support Specialist.

TIP: This is the preferred method of contact as it will ping our entire support team and provide the quickest response, especially after normal business hours.

How do I get a hold of support during an Emergency?

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