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Technical Support Policies - Summit Traffic Support

Support Policies

Support Contract

Summit Traffic's Technical Support technicians will answer/return calls as quickly as possible.  However, if our technicians are already with a client and you need to leave a message, please consider the support policies below.

There are many ways to contact Summit Traffic Technical Support:

Dial (800) 771-1827 or (310) 831-2234 or Send an emailCalls and emails are returned in the order that they are received.

If you do not have a Summit Traffic Technical Support Contract, please call the office or fill out the form at the end of this page to get one put in place ASAP.  Ask for Kevin at 310-831-2234.


Availability

Regular technical support hours are 8:00 a.m. MT to 5:00 p.m. MT Monday through Friday.  If you have an emergency after these hours, call the office number.  If you have to leave a message, state your name, company name and phone number with extension along with a detailed description of the problem.  This information is required to process the inquiry.  You may also send an email  in addition to the call for more details.  A support technician will return the call as soon as possible. 


Support Queue

All support requests via phone and email are placed in the queue and are answered in the order received.  However, Summit Traffic Technical Support personnel will review the messages and prioritize their response for emergencies. 

Describe the nature of the emergency, and the operator will get the message to technical support.  If it is not an emergency, the operator will place it into the queue.

For the fastest available service, we encourage the use of email  for inquiries whenever possible.  The first hour of each morning will be devoted to answering email support, as well as on a "priority" basis throughout the business day.  Send email inquiries to Summit Traffic Technical Support.


Appointments

If you know that you will need Summit Traffic Technical Support services at a specific time or for a specific project, appointments may be made in advance.  The advantage of advance appointments is that Technical Support technicians have time to research and prepare for the problem/situation.  For example, if upgrading hardware or software, changing the network, or using an outside consultant, you may set up an appointment before making these changes so that Summit Traffic will continue to run smoothly and you avoid downtime.

Any non-emergency support on the weekends requires 24 to 48 hours advance notice and will need to be approved by the Technical Support Manager.


Connecting

Our preferred method of connecting is dualmon.com. Go to https://assist.dualmon.com/SummitTraffic and request a code from your Support Technician. Once you enter the code, you need to follow the instructions to install the applet so that we can connect to your computer. Once we connect, you will need to allow us to see your screen, etc. The applet goes with the code and can only be used one. It is uninstalled when the session is ended. We can also use logmein.com if you have the Pro version. With the Pro version, right-click the icon in the taskbar and chose "send invitation" to email us an invitation. Also, if you use TeamViewer, send us the ID and Password so that we can connect to your computer.


Training

On-site trainings are offered for a fee.  Fill out the form below for more information.

Phone/Internet trainings are offered for a fee.  Fill out the form below for more information.  You may submit it online or print it out to send to us via mail or email.


Information Request Form

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