Effective Date: April 2, 2026
Quick Overview
Who Can Contact Support
Designated Technical Contacts only
Support Channels
Email • Phone • Online Ticketing System
Support Hours
Monday–Friday, 8:00 AM – 5:00 PM (Eastern Time)
Response Time
Typically within 1 business day
Who Is Not Supported Directly
Attendees, exhibitors, and event participants (must contact the event organizer)
Scope of Support
System setup • Configuration • Troubleshooting • Reports • Post-event data access
Not Included
Event management • Data entry • Third-party systems • Custom development • On-site support
Optional Services
After-hours support • Additional training • Additional Technical Contacts
Detailed Support Policy
This Support Policy describes the technical support services provided by Engineerica Systems, Inc. (“Engineerica”) for Conference Tracker and related services.
1. Overview
Engineerica provides technical support to help Customers successfully use the Conference Tracker system.
Support is intended to assist with system usage, troubleshooting, and guidance. It does not include performing operational tasks on behalf of the Customer.
2. Authorized Support Contacts
Support is provided to designated representatives of the Customer (“Technical Contacts”).
- Only registered Technical Contacts may contact Engineerica support
- Attendees, exhibitors, and other event participants are not supported directly
- These users should contact the Customer (event organizer) for assistance
The number of Technical Contacts allowed per event depends on the event size and license type.
Additional Technical Contacts may be added for an additional fee.
3. Support Channels
Technical Contacts may contact support through:
- Phone
- Online ticketing system (preferred method)
Support requests may be submitted at any time. Responses are provided during support hours.
4. Support Hours
Standard support is available:
- Monday through Friday
- 8:00 AM to 5:00 PM Eastern Time
- Excluding major U.S. holidays
After-hours support may be available as an optional service for an additional fee.
5. Response Times
Engineerica aims to respond to support requests within one (1) business day.
In many cases, responses may be provided sooner depending on request volume and complexity.
Response times are goals and not guaranteed service levels.
6. Scope of Support
Support includes:
- Assistance with system setup and configuration
- Guidance on using Conference Tracker features
- Troubleshooting reported issues
- Assistance with reports, data access, and system functionality
- Post-event support (e.g., reports, certificates, data export)
Training sessions may be available for:
- Technical Contacts
- Event operators (e.g., check-in staff)
- Presenters or exhibitors (if applicable to the license)
7. Exclusions
Support does not include:
- Performing data entry or managing events on behalf of the Customer
- Managing registrations, payments, or event operations
- Supporting third-party systems or integrations
- Audio/video production, editing, or media handling
- Custom development or modification of the system
- On-site support (unless separately contracted)
- Direct support to attendees, exhibitors, or other non-technical users
Professional services for these activities may be available for an additional fee.
8. Training and Assistance
Live training sessions may be scheduled in advance and are subject to availability.
Recorded sessions may be provided when applicable.
Training is intended to enable Customer staff to independently operate the system.
9. Fair Use
Support is intended for reasonable use related to the operation of the Service.
Engineerica reserves the right to:
- limit excessive or abusive support requests
- recommend additional services for extended assistance needs
10. Changes to This Policy
Engineerica may update this Support Policy from time to time.
The latest version will be available at:
https://www.engineerica.com/conferencetracker/support-policies/
11. Contact
For support inquiries:
Email: conftrac@engineerica.com
Phone: +1 (407) 366-7700
