Support

Support

We provide a variety of resources and tools to assist our customers and partners in configuring, installing, maintaining and upgrading their dcTrack™ software.

Software Downloads and Implementation Resources

Software, User Guides, Implementation Guides and Implementation Templates are available to dcTrack™ Licensees via the dcTrack ftp site which can be accessed from ftp://ftp.raritan.com

dcTrack™ Library Files

These can be downloaded from our ftp site as either a full library or an incremental library containing only those items added since the last release. To save importing many items which are not relevant to your site there is also a pdf file which can be reviewed and searched for relevant models prior to loading any of the library updates.

Contacting Support

Every customer call to Raritan Technical Support (RTS) will be answered by a representative during the service hours listed below.

Every customer call will be logged and every reported technical problem will be tracked in Raritan's Technical Problem Tracking System until the reported problem is resolved.

If all RTS representatives are busy, you can choose to hold for the next available representative or leave a message which will be date and time-stamped. A representative will call back within one hour of receipt of any call received during service hours.

Our service objective is to resolve 80% of all reported technical problems on the initial call. We use industry-leading automated case management tools to track all calls and continuously monitor our performance.

Technical Support Contacts

Raritan UK & Ireland

8:30 a.m. to 5 p.m. local time from Monday through Friday excluding UK public holidays
Phone: +44 20 70 90 1390 ask for 'support'
Email: tech.europe@raritan.com

Raritan Europe (The Netherlands)

8:30 a.m. to 5 p.m. local time from Monday through Friday excluding Netherlands public holidays
Phone: +31-10-2844040 press 2 for support
Email: tech.europe@raritan.com

U.S./Canada/Latin America

9 a.m. to 6 p.m. ET from Monday through Friday excluding US public holidays
Phone: +1 732-764-8886
For Software License Key questions: Press 5, then Press 1
Email: tech@raritan.com

Requests and Comments

Raritan welcomes suggestions for new features or other improvements to our products from our customers. Suggestions can be submitted to Raritan Technical Support for consideration. Raritan does not pay for unsolicited suggestions submitted to the company, nor does our taking a suggestion constitute any commitment to use it.

To send us your request or comments visit our contact page.