Member Posted Questions
Concerning Go-Forward Support:
:
The following is a list of questions submitted by TruTrac
Users for additional information related to ISP’s Go-Forward TruTrac Support
Program. If you have a question(s), we invite you to submit them via email to info@isp-trutrac.com:
:
Accessing the "Member" Page: I cannot log into the Member Page when I enter my email address.
·
Do not enter your email address - even though it is asking for one - you must enter
the ID code in place of your email address and the password that has been sent to you .
:
Price Changes:
Will members continue to receive price changes and updates from True Value just as we do now or will
there be a change in the process?·
ISP has been informed that prices changes will continue
as is.
:
Catalog CDs: Will members continue to receive new catalog information on CDs?
· To the best of our knowledge, the last Catalog CD was produced September 2004. We
have no knowledge of when a new CD will be produced.
:
Existing Equipment: Does a Store have to get new hardware or will we continue to use what is currently
in use?
· ISP will support the software on a Member’s current equipment –
new equipment is not required.
:
Replacement Equipment: Should a Store have problems with their existing components will ISP provide replacement components?
· ISP will provide Remote Depot Services through a third party that has replacements for “each”
of your existing components. This is not an exchange program (purchase only) and to view details and component
pricing click on support or hardware costs.
:
Installation of New Hardware: If a Store needs new hardware is the Store responsible to
install it and will it run off of our existing coax cables?
·
Most Stores have stopped replacing coax and when
changes are required, they are installing a Cat5 router and Cat5 cable. Our suggestion would be for each
Store to purchase a Cat5 router and run the Cat5 cable. This is fairly straightforward and easy to install.
In the event a Member does not feel comfortable putting the ends on the cable, we would suggest that a Member would
specify the cable length and have Remote Depot Services put the ends on them or a Member could buy pre-made cables and if
necessary put two or three together using connectors.
:
Equipment Financing: If a Store needs to purchase new hardware, is there any financing available?
· Not through ISP or Remote Depot Service. We believe most Stores currently have banking arrangements
already in place.
:
Credit Card Capture: Does a Store need to do anything with the merchant services for our credit card capture system?
·
Currently all Members are using merchant services
because the TruTrac system is designed to only work with certain processing systems. However, we are considering other
options. It does appear that True Value had done a good job at getting the best rates possible.
:
How to Contact ISP: What is the best way to contact ISP with additional questions and is there a phone number to call?
· ISP Support Center is at 877-226-8701. However, our plan is to have support
problems (non-emergencies) submitted by email or by fax. We realize that this may not be as efficient for
the Members as speaking with a real person but to have the problem defined in writing is an enormous benefit for ISP.
Support problems can be submitted via email to support@isp-trutrac.com.
:
Help Desk Support Phone Number: Will the Members call
the same number for the help desk as we do now?
·
No. The new support number is
877-226-8701.
