Tech Support Hours

• Service availability is covered 24x7x365.



• M-F 9AM-5PM CST (excluding holidays).



• The monthly product updates include delegate and MicroAgent updates



• Note: Support occasionally monitors customer delegates for quality purposes

Standard Support

• Unless otherwise specified, included free with your service.

• Tech Support

• You must complete the New Specialist Orientation prior to obtaining Tech Support.



• You can request Tech Support (Open Tech Support Ticket) via the Support Center or e-mail.
  • NOTE: Priority is given to tickets submitted via the Support Center.



• Tickets can be submitted 24 hours a day, but are worked during Tech Support hours (view SLA).

• Training

• New Specialist Orientation
  • Weekly Web Session - View Corporate Calendar for Schedule.
  • Open to all specialists, repeat as often as desired.
  • Covers service architecture, where to find answers, and how to obtain Tech Support.
  • All new specialists must attend this session to be eligible for Tech Support.



• Product Training
  • Weekly Web Session - View Corporate Calendar for Schedule.
  • Open to all specialists that have completed the New Specialist Orientation.
  • Optional sessions cover specific topics including patch, Community, new features, etc.



• eLearning
  • On-line resources include Knowledge Base Articles, How-To Videos, Online Documentation, Release Notes, and Training Guides designed to assist specialists understanding the product.

• Professional Services

• The Community
  • The Community contains a library of resources (custom reports, scripts, software packages, custom settings) available to customers. When TriActive (or customers) develop a useful report or configuration, it can be posted to the Community for everyone to use or modify to fit their needs.

Fee-based Support

• Request a quote for a fee-based option (Open a Services Task)

• Tech Support

• Phone Support - $200 per ticket.

• Training

• Personalized Web-Training Session - $1000/2hr session, limit 20 attendees.

• Professional Services

• Application Software Packaging - $2000 per software application.

• Managed Services (More Info)

• Asset Discovery & License Management



• Desktop Security Compliance



• Application Management & Delivery



• Availability & Performance Monitoring