Customer Support Policy

ClickTracks is committed to providing the highest possible level of support for our customers. Our goal is to ensure that every one of our customers is getting valuable insights into their website visitors' behavior using the ClickTracks program.

Documentation
We believe that great support starts with great documentation. To this end, we've built into the application a searchable help system with context-sensitive tool tips throughout the application. The user manual is also available online at http://way.clicktracks.com/help/en/pr/. Our Knowledge Base http://support.clicktracks.com/clicktracks/search/search.php including our monthly newsletter, The InsideTrack is also freely available to all customers and offers in-depth coverage of topics ranging from the ClickTracks application itself to the web analytics field in general.

Technical Support
We provide technical support via our online ticketing system to all or our existing customers under a current maintenance contract (based on named key contacts) as well as and prospective customers. Our normal support hours are 7am to 6pm US Pacific Time, and 8am to 5pm in the UK. We typically respond on the same day that we receive a question, and strive to provide a 24-hour turnaround time for all questions. Some questions may take longer when they are more complex, but we will follow them through until we've provided an answer.

The following is an outline of the types of service that is provided under regular technical support :

1. Help upgrading license for new features
   
   
2. High level guidance in the setup of basic datasets
   
   
3. Help in understanding specific features in the ClickTracks application
   
   
4. Help creating basic labels (up to 5)
   
   
5. Clarification of material covered in the Knowledge Base
   
   
6. Clarification of apparent discrepancies in data displayed in reports
   
   
7. Addressing apparent bugs in the application
   
   
8. Licensing questions
   
   

Product Updates
We periodically release software updates with basic product improvements. All customers can download these updates, free of charge, by clicking on the Updates in the upper right corner of the application home page or by going to File -> Activate Upgrades.

Upgrades
Major upgrades are included in our regular yearly maintenance contract. Major upgrades include all new features and enhancements to the program (beyond the product updates available to all users). The cost of maintenance is 20% of license price per year.

Premium Support
Customers who require more personalized technical support can also purchase our Premium Support package. Premium Support guarantees 4 hour response time and priority routing of issues to an engineer. Premium Support is 30% of the license price per year.

Professional Services
Of course, web analytics is a complex subject involving a wide range of technologies and systems outside of the application itself, including the design and coding of the websites being analyzed, the web server hosting the site, the computer and/or network environment on which the ClickTracks applications run, and even the computer environment of the visitors to the websites.

We have engineered ClickTracks to handle a wide range of situations related to all of these factors, but unusual circumstances do sometimes occur which are beyond the scope of our ability to troubleshoot through our standard customer support service. For these situations, we provide professional services on a fee basis. The following issues are generally not covered under standard technical support, and may require Professional Services.

These are the technical issues not covered under Regular Support but that we will be happy to provide help with under Professional Services:

1. Issues with your server and/or log file formatting
   Your log files do not contain all the data required for analysis or the data is mal-formed so that it is not readable by the ClickTracks software, or if some other configuration problem on the server makes the log file data inaccessible or otherwise difficult to acquire.
   
   
2. Issues with unusual web site design
   Your website uses unusual url structure, excessive redirection, frames, JavaScript navigation, Flash animation, or other technologies that make it difficult or impossible to track visitors' movements from one page to another.
   
   
3. Interpretation of data
   The ClickTracks reports generate a vast amount of data, particularly after creating labels. From all this data, a virtually infinite number of interpretations of meaning may be made. We can suggest a few conclusions you may draw, but we are limited in our time and ability to go in-depth in determining the meaning of the various statistics. Doing so requires an understanding of your web design, business objectives, typical visitor profiles, etc.
   
   
4. Reconciliation of data with other systems
   Different web analytics programs use various methodologies for analyzing data, which routinely result in differing results for what would appear to be the same statistic. Sometimes these discrepancies can be quite large. It doesn't necessarily mean one program is doing it 'right' and the other one 'wrong,' but rather that they just define these statistics differently. Determining exactly how those differences manifest relative to your site is a project that can take substantial investigation.
   
   
5. Complex, specific labels
   ClickTracks provides a labeling system that allows you to combine multiple labels together with Boolean logic. As combination labels increase in complexity, the interpretation of their meaning becomes more difficult. We can only help to interpret moderately complex labels (i.e. 2-3 joined labels) under technical support. Beyond this, professional services are required.
   
   
6. Issues with revenue and/or campaign tracking related to website code, logging, etc
   Revenue tracking and campaign tracking generally involve web development, third-party systems, or both. In some cases troubleshooting these systems are straightforward. When they are not, since it involves systems or data external to ClickTracks, troubleshooting is not covered under technical support.
   
   
7. ISP or JDC setup
   Our ISP and JDC programs allow much wider latitude in custom configuration of the system than the standard application. Assistance in customizing the setup of these systems is a professional service.
   
   
8. Tracking multiple, inter-related websites
   It is possible to create datasets consisting of multiple websites with completely different domains that are being treated as an extended web property. We can provide some help for these types of datasets under regular tech support, but there may also be additional complexities involved with such extended datasets so that it may be necessary to refer the case to Professional Services. These determinations are made on a case-by-case basis.
   
   
9. Tracking affiliate programs or other third-party sites
   It may be possible to track traffic through other third-party sites such as affiliate programs. Because these lie outside of your own website and thus you or we have no direct control over the code on those sites, assistance in setting up tracking here would involve professional services.
   
   
10. Fraud detection
    ClickTracks' reporting features can be helpful in identifying click fraud. However, it does require a fairly in-depth understanding of both the various capabilities of the labeling system as well as your website s traffic patterns. We can help in this effort, but it is probably too time-consuming to be done as part of regular support.
    
    
11. General Training
    While we are happy to answer questions about the programs and even about web development and hosting concepts in general, in-depth training is not covered by Technical Support. If a customer has extended questions such that we determine they really need more training, we may recommend that they attend either our free overview tutorial (Daily Demo) or one or more of our more in-depth training modules. Click here to read about our in depth training program.
    
    
12. Changes to network or computer configurations
    Changes to your computer or network configuration can affect the ability for ClickTracks to operate. This can be the result of changing permissions, moving file locations, adding or changing settings on firewalls or routers, or any number of other changes in the environment.
    
    

General Guidelines for Escalation to Professional Services

Other issues may come up that are out of the scope of regular or advanced technical support. These issues will be escalated to Professional Services. A custom quote will be provided prior to the delivery of services. If you are interested in our Professional Services please fill out the form located at: http://www.clicktracks.com/services/consulting.php.

For any other questions please contact: