• Tech Support Policies
  • Technical support hours will be charged in 15 minute increments. For example, if a call is only 8 minutes, 15 will be charged.
  • Technical support time will be charged for telephone contacts, emails and faxes relating to training, support and assistance with how to complete NACCRRAware features, including installation and conversion.
  • Through December 2004, technical support time will be charged for on-site training presentations. If more than one agency attends the training, the total time is divided by the number of agencies participating and then rounded to nearest quarter hour. Travel expenses are still a separate cost.
  • Unlimited Technical Support covers only support provided by a Quality Technical Support Representative.
  •  Statewide Technical Support Model (117 KB) is available for Networks providing technical staffing for first level of support for ALL eligible CCR&Rs in the state.
• Bug Reports
  • All bug reports are submitted via a bug report form that collects details on the actions taken and the error message received or incorrect result received. If the item is found not to be a bug and it is actually a training issue, a reply will be sent stating it is not a bug and to contact Technical Support for further assistance.
• License and Payment Questions
  • Questions about licensing and NACCRRAware payments will not be charged for technical support.
• New Feature Requests
  • New Feature requests are submitted via a feature request form that collects details on requested component.
• Data Support
  • Data Support is defined as work that is done to help CCR&Rs merge databases, delete data from databases, set up archive databases and the maintenance attached to these projects.
  • Basic is defined as support that is provided by Quality Technical Support Representatives.
  • Advanced is defined as support that requires the attention of the NACCRRA Technical Team.
• Programming Support
  • Programming support is defined as work that is done which requires assistance related to NACCRRAware development, including but not limited to: development of scripts, creating custom utilities, maintenance of custom utilities and requests for written documentation or questions related to programming.
• CSP Technical Support
  • CSP Technical Support fees are the same as NACCRRAware Technical Support Fees and are also charged in fifteen minute increments.
  • There are no bug reports or feature requests for CSP, as the program is no longer being updated.
  • Requests to add similar functions to NACCRRAware can be made through the NACCRRAware feature request form.

  Contact Quality Technical Support

Email:	helpdesk@naccrraware.org
Phone:	(866) 782-2261 (toll-free)
Fax:	(775) 890-1980
Feedback:	• Feature Request Form • Bug Report Form

When contacting Quality Technical Support please have the following information available to assist us in locating your records: Name, Agency name, Agency ID.

Our staff is also available for on-site support.

 Request On-Site Support (37 KB)

Answers to many of the most frequently asked questions of new NACCRRAware users can be found in our FAQ.

Ask questions and leave comments, tips and tricks for other NACCRRAware users and developers on our bulletin board.