Technical Support

Our specialized technical team is at your full disposal to provide all the information required to see through your projects involving our software solutions. Our technicians’ skills, whether in computing or business, and their experience stand as major assets in the help that we can deliver.

Please do not hesitate to ask about any problems concerning the installation or use of our software.

We can help you:

By phone or email

Trace’s Technical Department provides comprehensive support for clients via phone & e-mail:
Tel. : +33 (0)2 32 79 59 67
Email: support@trace-software.com

On-site

Technicians are also available for on-site installation, application analysis, and company specific advice to help increase productivity in the shortest time.

By e-Support

Users have a direct access to our ticket-based support through their software help menu or our website which requires password identification. Ticket-based support access.

Benefits of using the ticket system

Easy issue creation
Check the status of the ticket
Tickets history
Ticket tracking warranty

Through the use of the latest non-invasive e-conferencing tools, it is possible to remotely display applications, to identify issues and obtain instant resolutions. You can also use Twitter or Facebook to contact us.

How to create a ticket system?

Just log on if you already have an account, or create a new account. To do so, you will need your license number which contains 16 characters and begins by the letters SC (for solar calc), TC (for elec calc) and EW (for elecworks) followed by a succession of numbers and letters.

To create a ticket, you must specify the type of software and its version, the type of problem (installation or use) and the degree of severity of the problem. A typing zone allows you to write more details and to drop off files (screenshots, files projects…) bringing further information.

Our team will get back to you as soon as possible, depending on your subscription level. We arrange different teams from our different subsidiaries to permanently guarantee the best possible reactivity.
Ticket-based support access