Resources to Support Your Trac System
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Redrock Software provides several resources to assist you with your user and technical support needs. Your annual maintenance subscription provides you with email and phone access to Redrock Support for assistance and training. Redrock Software supports and updates the Redrock Wiki with information to assist you with various areas of the Trac system and Redrock Modules. The Redrock Wiki contains a User Manual, Technical Manual, and a list of FAQs. You may also schedule online training sessions to work with a Redrock Support Team member to receive personalized attention and direction on your specific Trac System. Be sure to become familiar with and utilize the resources that Redrock Software offers. Be sure to check out other resources offered by other colleges and universities that utilize the Trac System.
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Email Redrock Support
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| Emailing the Redrock Support Team allows you to have direct access to the knowledge and experience of Redrock Support personnel. The Redrock Support email address is Support@Go-Redrock.com. The emails arrive in a group mailbox shared by all Redrock Support Team members. The emails appear in a queue and are answered according to when they arrive, simplicity of question, and/or priority of the request. Redrock works diligently to maintain an outstanding email queue of less than 50 working emails, however, that can jump up to over 100 working emails during the beginnings of the Fall and Spring semesters. The busiest times for support tend to be January-March and August-October. Do not email a Redrock Support Team member directly without copying the Redrock Support email address on the message. This will ensure that your email is viewed by the team and assigned properly to receive the quickest possible answer.
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Call Redrock Support
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| Redrock Support provides phone support at 877-303-7575 / 480-752-8533 for annual maintenance subscribers. However, Redrock Support personnel are actively engaged with customers via demonstrations and trainings for over 4 hours a day. This can make calling a Redrock Support Team member directly and reaching them the first time unlikely. All Redrock Support personnel are directed to check and respond to their voicemail regularly throughout the day. We recommend that you instead call the Redrock Support extension 201 to reach us by phone. The 201 extension rings all Support Team phones and the first available Team member will answer your call. If you do not reach a member of the Support Team, please leave a message and follow-up your phone message with an email to Redrock Support.
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Utilize the Redrock Wiki
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| The Redrock Wiki has proven to be the fastest and most effective method to provide Trac System Users with the information that they need to support their system or get it up and running. The Wiki has three major areas of support: FAQs, User Manual, and Tech Manual. The FAQs answer more than 50 of the commonly asked questions and more are added regularly. The User Manual provides detailed explanations of how the settings and preferences in the Trac System function. The Tech Manual provides the exact technical information that your IT Support will need to know about the Trac System and server.
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Schedule Online Training Sessions
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Your Annual Maintenance also provides you with an unlimited number of online training sessions with a member of the Redrock Support Team. These sessions are scheduled on a first-come, first-served basis. The available times can be found on the Training Request Form from the Trac product websites. The online training sessions generally last an hour and provide you with a dedicated session with a member of the Support Team. To make the most of your training sessions, you should let the Redrock Support personnel know what your goals are for the system and the session.
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