Our 24/7 After Hours Assurance Service is an optional, annual subscription allowing you to register service requests through our Issue Resolution Service 24 hours a day, seven days a week. The service is provided by telephone and remote connection.
After In the case of on-prem telephony systems integrated to CyTrack the after hours’ support does not cover resetting the software due to any TAPI CTI availability as provided by the telephone system. Should either the telephone system or PC hardware malfunction or cease operation, necessitating a reset, you will be given a document outlining the process to restart Cytrack services and software. You should first resolve any issues with the telephone system and/or PC hardware service providers before utilising out of hours support.
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Access the support portal using the url: https://support.cytrack.com/
Click on ‘Support Tickets’
Click on 'Submit a request or incident'
Enter request details with as much information as possible to help our team understand the issue fully.
This step is very important and if not set correctly will not trigger an afterhours request. The Priority must be set for Critical and After Hours Support Request should be set to Yes.
Click on Send to submit the request and one of our staff will contact you as soon as possible.
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