Support Recap

Support Commencement:
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The following information addresses (1) Start of Support; (2) ISP Support Phone Numbers; (3) ISP Invoice; (4) Hardware Support – Remote Depot Support, and (5) Nomination to MUG – Member User Group. ISP’s mission is to continue providing support for TruTrac Users and enhancements to the system. Always, check the ISP TruTrac Website for further information, www.isp-trutrac.com.
Start of Support. ISP took over support for TruTrac on December 1, 2006.
ISP Support Phone Numbers. You can reach an ISP support person at 815 226-8701 or 877 226-8701 at any time. If your support issue or question is not urgent, you can send your support question to us via email addressed to support@isp-trutrac.com, otherwise for those critical issues - use the provided phone numbers.
ISP Invoice. ISP Invoices include the support charges for the first three months (quarterly payment in advance) and the annual fee related to having equipment available for replacement. Payment terms are net 15 days.
Hardware Support. Please refer to website for the details. Also, keep in mind that this program is not an exchange or maintenance program.
Nomination to MUG. In order to provide enhancements to the Tru-Trac Software, our goal is to take direction from the TruTrac Users. Our intent is to have the membership elect five members to represent the User’s Group at large. If you wish to serve on this committee, please send an email to info@isp-Trutrac.com with the words MUG Nomination as the Subject (or click on the "Member" page). The Nominated Names will be posted on the ISP website (click on "Member" page) and each member will have the opportunity to cast their ballot for five on the Nominated Names.
Again, please refer to the ISP Website www.isp-trutrac.com as your primary source of information

Hardware Support:
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ISP's hardware support is provided by Remote Depot Services - to minimize costs and expedite delivery of replacement component(s) within 24 hours; door to door.

We recognize the need to provide product support and the neccessity to maintain your TruTrac hardware is also a critical issue that requires a resolution in a timely and cost effective manner = Remote Depot Services.

Why Remote Depot Service:

ISP's hardware support program is designed to minimize associated on-site costs and to provide a responsive and effective service.

When ISP developed the TruTrac System, one of our design goals was how best to design TruTrac in the event the Back Office Server failed and to provide the ability to keep the Point of Sale workstation(s) operational. This issue was addressed by designing the POS to operate in an “Off-Line” mode. With this TruTrac functionality, it permits the Back Office Server to be inoperable for days even weeks without losing any subequent sales tranactional data. When the Back Office Server is back "On-Line" the transactions are uploaded to the Back Officer Server and all related master files are updated. This ability provides significant cost savings to you related to hardware Service Support in as much as a technician does not have to be dispatched to your store to replace the malfunctioning components. Hardware service can therefore be provided via Remote Depot Services.

TruTrac Application Support:

Application Support includes Help Desk, Software Updates and Upgrades.

Remote Services Support:

This service will continue to be provided and used in the support of your TruTrac Applications; and in the event of a Disaster/Recovery situation. An Annual Support contract is required for all Licensed TruTrac Software and will be invoiced quarterly.

For additional information click on "Support Fees:

Configuration Worksheet

Request a TruTrac System Worksheet for us to know your current system configuration. When requested, we will email to you an excel file for you to complete and return.

Components Supported:

. back office server

Interactive Software Products, Inc, 2704 Broadway, Rockford, IL 61108