supportoverview

The First Trace support team is focused on providing timely resolution to our customers' technical issues whether they are operations-critical problems or basic questions. We are continually improving our tools and processes to help our support team meet customer expectations. We know our software products are an important part of your business, and the First Trace Support Center is committed to providing support that excels in keeping your business running smoothly.

For the convenience of our customers, support is available by email, telephone, and fax. But incidents must always be reported via the web to our Online Support Center. Customers find that submitting support requests via the web to be easy, fast, and effective. Every request submitted by a customer is immediately assigned to the appropriate support analyst based on its priority. Our priority system allows you, the customer, to set the seriousness of your case to make sure that mission-critical issues receive fast and thorough resolution.

New Customers
New customers acquiring Kinnosa software through a purchase or company merger are able to receive installation and technical support from the First Trace Support Center. Our technical support team is ready to answer questions you encounter when installing Kinnosa products into test and production environments.

eChange Customers
Technical support for eChange is provided through the First Trace Support Center.   To provide eChange customers with more support options, First Trace has created new support plans to meet the diverse needs of the eChange community.  For those eChange customers satisfied with their existing level of support, they have the assurance that they will continue to receive responsive customer support for the life of their eChange software.

Existing Customers
Existing customers seeking information on our different support plan options may refer to the Online Support Center.  If you are unable to find the information you require or need an immediate response about our technical support programs, please contact us directly or call your First Trace Authorized Partner.