Redrock Software provides several resources to assist you with your user and technical support needs. Your annual maintenance subscription provides you with email and phone access to Redrock Support for assistance and training. Redrock Software supports and updates the Redrock Wiki with information to assist you with various areas of the Trac system and Redrock Modules. The Redrock Wiki contains a User Manual, Technical Manual, and a list of FAQs. You may also schedule online training sessions to work with a Redrock Support Team member to receive personalized attention and direction on your specific Trac System. Be sure to become familiar with and utilize the resources that Redrock Software offers. Be sure to check out other resources offered by other colleges and universities that utilize the Trac System.
Redrock Support Helpdesk
Creating a Conversation or Emailing the Redrock Support Team allows you to have direct access to the knowledge and experience of Redrock Support personnel. The Redrock Support email address is Helpdesk@Go-Redrock.com. The conversation or emails arrive in a group mailbox shared by all Redrock Support Team members and the emails appear in a queue and are answered according to when they arrive, simplicity of question, and/or priority of the request. Do not email a Redrock Support Team member directly without copying the Redrock Support email address on the message. This will ensure that your email is viewed by the team and assigned properly to receive the quickest possible answer.
Call Redrock Support
Redrock Support provides phone support at 877-303-7575 / 480-752-8533 for annual maintenance subscribers. However, Redrock Support personnel are actively engaged with customers via demonstrations and trainings for over 4 hours a day. All Redrock Support personnel are directed to check and respond to their voicemail regularly throughout the day. We recommend that you call the Redrock Support extension 201 to reach us by phone. The 201 extension rings all Support Team phones and the first available Team member will answer your call. If you do not reach a member of the Support Team, please leave a message and follow-up your phone message with an email or click on "Start a Conversation" at the top of the page.
Schedule Online Training Sessions
Your Annual Maintenance also provides you with an unlimited number of online training sessions with a member of the Redrock Support Team. These sessions are scheduled on a first-come, first-served basis. The available times can be found on the Training Request Form at Go-Redrock Training Form. The online training sessions generally last an hour and provide you with a dedicated session with a member of the Support Team. To make the most of your training sessions, you should let the Redrock Support personnel know what your goals are for the system and the session.