Traka KeyCare

Your Traka solution forms an important part of the daily operational process of your organization, be it for security, health and safety or efficiency.

At Traka, our focus has always been on quality manufacturing, which is why we are ISO9001, 14001 and 27001 accredited. All Traka systems are provided with a 24 month parts and labor warranty.*

We provide Professional Services to ensure your system is installed and implemented according to industry best practices and optimized to maximize return on investment from day 1.

But what about after implementation?

All support calls are answered by our dedicated technical support team, so you can be assured of remote assistance from a trained specialist to assist with any questions or issues that may arise after implementation. Remote support is available to all customers with an active software license. The majority of support calls can be resolved over the phone, by email or remote desktop assistance.

For issues that are unable to be resolved remotely, such as a critical hardware issue that would require a Traka Certified Technician to fix, Traka offers 2 options.

Break-fix service

Sometimes referred to as corrective or reactive maintenance, we simply provide an onsite service quote and on purchase order receipt, a Traka Certified Technician is dispatched to resolve the issue. Any parts not covered by the manufacturer warranty are paid for in addition to the service labor.

Traka KeyCare

Traka KeyCare provides access to a number of value-added services under the program including preventative maintenance, service visits, refresher training, extended parts warranty and more.

A summary of the the program levels and options available are provided below. Please take your time to assess the various options available and we would look forward to discussing with you further to identify a plan to meet your needs.

Platinum
This KeyCare package includes an annual on-site visit by one of our field service technicians for a full system health check and preventative maintenance, offers unlimited service visits through the year which can be used for break-fix or new cabinet installations (limitations apply), and an extended warranty on parts. In addition, this package includes all value- added services including dedicated remote software training covering new features and enhancements for each release, and TrakaWEB 101 training which can be scheduled for new employees, or as a refresher for existing users to help ensure your system is optimized and efficient.

Gold
This KeyCare package includes all of the benefits of the Platinum package, but the number of on-site service visits is capped at a number carefully negotiated based on your deployment size, scale and usage. This is the most popular package that includes the extended warranty on parts coverage.

Silver
This KeyCare package includes all of the benefits of the Gold package, but does not included extended warranty on parts. This means that if any parts are faulty and out of warranty, there will be a cost to repair or replace the part as necessary. As with the Gold package, the service visits can be carefully negotiated based on your deployment size, scale and usage but you have the option to “pay as you go” on parts only. All other value added services apply per the Gold package.

Bronze
This KeyCare package includes one annual on-site visit by one of our field service technicians for a system health check and preventative maintenance.

Software release cycle

On average, Traka releases a new TrakaWEB software package every 2-3 months which includes new features, enhancements and fixes that delivers ongoing value to our customers.

Telephone & Remote Support Only

As a reminder, regardless of the Traka KeyCare package selected (any or none), your Traka software license always entitles you to telephone and remote support from our trained support technicians, access to the customer support portal and one year of software upgrades.

When contacting Traka’s technical support team to report an issue, you will be allocated a unique case number for reference and all case information will be recorded against this in our CRM system.

 

Contact us for additional information:
info@trakaUSA.com | 877-34TRAKA