Support Policy

It is encouraged that all end-clients first contact their selling partner with any technical, usage or implementation questions.  This is to ensure that the partner is aware that an issue exists with their client and that the issue is not related to any specific system configuration, integration or design decisions.  The selling partner can then choose to resolve the issue directly and/or contact True Sky directly for additional support.  If the partner is not a True Sky Certified Partner, then True Sky may choose to resolve the issue directly or to engage a True Sky Certified Partner to assist with the issue resolution.

End-clients may contact True Sky directly with specific technical support questions regarding defined technical errors.  True Sky may, at its sole discretion, resolve the issue directly, engage with the end-client’s selling partner or engage a True Sky Certified Partner to assist with the issue resolution.  End-clients will designate a single point of contact for all issue resolution.

End-clients contacting True Sky directly with installation, configuration, training or usage (i.e., “how do I”) related issues and/or questions will be instructed to contact their selling partner and if none exists, will be placed in contact with a True Sky Certified Partner.

Selling partners may contact True Sky directly with specific technical support questions regarding defined technical errors.  True Sky may, at its sole discretion, resolve the issue directly or engage a True Sky Certified Partner to assist with the issue resolution.

True Sky provides support for the current major and the previous major releases of the software.  Support for other releases is at the sole discretion of True Sky.

Current Supported Release: 2015 R1

Prior Supported Release: 2014

Unsupported Releases:   3.x, 2.x, 1.x

For more information related to True Sky’s support policy and the currently supported releases, please contact us.