Providing exceptional, quality service has been our focus and trademark from our company’s beginning. We bring decades of experience successfully implementing and supporting highly tailored time and attendance solutions in a variety of industries and environments. Whether consulting, implementation, training, support or hosted solutions, let our experts help!
Prior to installation, the scope of the project and labor rules need to be reviewed in detail to ensure a smooth and successful implementation. The team leader assigned to your project will typically request an employee hand book and any documentation on union rules or unique pay structures that may exist. A point person in your enterprise from the payroll or HR department will need to be assigned to this project to gather the required materials and answer any questions as they arise. Shift differentials, overtime rules, lunch and break deductions, scheduling and rotations are a few of the topics that will be discussed.
The Tracy personnel assigned to your project have successfully implemented hundreds of automated systems over the years, in a wide variety of industries. One of the major benefits of the Tracy UltraTime Enterprise solution is the ability of our team to configure the system to match the way your enterprise does business. We often get new customers that are surprised and very happy when they find out they do not need to alter their existing business practices due to software limitations. We welcome the opportunity to tailor a system to match your expectations, whether the requirements are simple or demanding.
For over thirty years Tracy, Inc. has strived to provide the most knowledgeable, effective and timely software and hardware support available. Our frontline support staff is involved with initial product design and development, enabling quick and accurate answers to your questions. Not only do they know how the system works, but they have the ability to enhance future versions of the system to match the ever evolving business practices in the real-world. Standard support is provided by telephone, email or on-line sessions Monday through Friday, 8:00 AM to 5:00 PM EST, excluding Holidays.
Over 98% of our customers retain our services through our Annual Support Agreements (ASA) which provide priority support, free software version upgrades and labor and parts repair on hardware. Please contact our office, or refer to the actual Annual Support Agreement, for additional details and benefits.
Everyone at Tracy works hard to ensure the UltraTime Enterprise software is as intuitive and user-friendly as possible. But we all agree that hands-on training with experts on the system is always a benefit, so we offer personalized on-site and remote access training sessions to ensure that your users get the most out of our system.
Tracy provides software support to contract and non-contract customers through its Technical Services department. Technicians are available between 8:00 AM and 5:00 PM EST, Monday through Friday. Tracy is closed on all national holidays.
For non-contract customers support is offered on a fee basis with a minimum of a one hour charge for each particular incident. Software support can be contacted by telephone, e-mail, or fax at the following:
In addition to support of the standard product line, the Technical Services department can be called upon to write custom modifications to most of the software that Tracy sells. This may include additional custom reports or processes necessary to meet a customer’s specific needs. These modifications will be quoted on an hourly basis once the written specifics of the request are received.
If your technical support issue requires remote access to your computer, the support representative may ask you to click the following link to enable Remote Assistance: