FAQ - Support Questions

Do you offer phone support?

No, but we do offer excellent email support. Registered users receive answers and solutions within 8 hours. People evaluating ProjectTrack receive an answer within 24 hours.

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I found an error. How do I report it?

Send us an email at bugs@ilore.com or support@ilore.com with as much information as possible. Please include information about what you were doing when the problem occurred so we can more easily reproduce the error and find a solution.

Helpful information includes:

- Version and Edition of ProjectTrack
- Operating system and version
- Amount of installed memory
- Other programs that were also running when ProjectTrack failed
- How the problem can be replicated
- Your name and email so we can report back to you once the problem has been fixed*

*If you send us an error report, you will not be included in our email distribution list. You will only receive two emails from us: one to acknowledge the receipt of your email and another to report back once the problem has been fixed.

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I reported an error. When will it be fixed?

Critical or annoying errors are fixed and posted as soon possible once testing is completed. In general, you can expect these types of errors to be fixed and published within 24 hours.

Non-critical, logical and user interface errors are fixed and posted in the next new release which comes out approximately every 30 days.

If you provide us with your email when reporting the error, we will let you know when the error is fixed and when a new release of ProjectTrack is available for download.

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I got an error. Is it safe to send the error report?

Yes. It is important for us to know when users experience an error. Product quality is very important to us. Sending an error report does not include any information about you or the content of your projects.

The report you send includes technical information such as your hardware, operating system and what programs were running when ProjectTrack failed. The report also tells us what module of ProjectTrack had the problem and, within that module, the offending line number. This information allows us to know exactly the place where the error occurred. Having this detail makes finding and fixing the error much more efficient.

When sending the report, please take the time to tell us what you were doing, so we can try to reproduce the problem. Your feedback helps us create the best product for your needs.

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How often is ProjectTrack updated?

In general, ProjectTrack is updated every 60 days with error fixes, enhancements and new functionality.

Our incremental and iterative development process allows us to add new functionality continuously without affecting ProjectTrack's core engine.

This further allows us to provide quick turn around on customer requests and a way to stay ahead of the competition.