Support for ClientTracker

Your questions, suggestions, and observations help us to make ClientTracker as good as it can be.

For both Desktop and Cloud, your annual subscription includes updates and upgrades, standard product support during posted hours.   Standard support includes email and phone service, online manual, videos, and other resources.

  • The Online Manual  is available whenever you need, 24-7. It's very comprehensive and searchable by keyword to make it easy to find what you're looking for.  Click here to see the directory.

  • Email is the best method for handling questions that are not urgent, and for which a procedural explanation and/or link to the online manual would be most helpful.  This way, you can save, share, and search for explanations in your email list.

  • Phone replies are provided promptly whenever possible, and if you're with patients we will leave a message.  This is best for urgent situations that can't wait for an email, or cases where remote observation and tutelage is helpful.   
 
                            Support Hours: Monday through Friday, 9am to 7pm Eastern Time
                                            info@ginkgosoftware.com                      877-727-6174

Cloud
Cloud support includes everything covered in our Online Manual, including specific answers to questions about all program functions.  Cloud support includes:
  • IT Questionnaire and Recommendations
    • Internet speed
    • Software compatibility
    • Devices & OS
  • Setup of ClientTracker Cloud Connections & Application
    • Connections and passwords
    • Testing of application & multiple users
    • Special Cloud functions

DESKTOP
Annual Subscription fee gives you any updates and upgrades while your subscription is valid.  Standard Support is part of your annual subscription. It includes everything covered in our Online Manual, including specific answers to questions about all program functions.  This includes download and setup in the standard location, and anything our program does.  

Additional fees will be charged if you need need assistance with installing or upgrading your ClientTracker and you choose to put it in a non-standard location or use two computers. 
The standard install location is:
  • Mac OS 10.9, 10.10, 10.11, 10.12:  Applications Folder
  • Win ClientTracker 6:  C:\Program Files\Ginkgo Software, both 64 bit and 32 bit 
  • Win ClientTracker 5:  64 bit computers  C:\Program Files (x86)\Ginkgo Software
                            32 bit computers   C:\Program Files\Ginkgo Software

ClientTracker 5 or 6: Annual Subscription is expired  
Updates and upgrades are not available with expired subscriptions. You are welcome to use your current version of ClientTracker as is, without renewing your subscription. If you want an update or upgrade, or need support, please renew your annual subscription for $395.

if you need assistance, you have two options:
  1. Best value:  Renew your subscription for $395 for a full year of support, updates and upgrades.
  2.  Support;  prepay hourly support for assistance like moving ClientTracker to a new computer or restoring from backup.   (Does not include update or upgrade.)

ClientTracker 4 has very limited support, with the following services that apply only to the original purchaser of the software:  
  1. If you need to change your practice name, we will email your new registration code if you email us your exact existing practice name, along with your new practice name.
  2. If you need information on how to move your ClientTracker to a new computer, we will email you the link in the instructions in the manual. 
If you need any assistance with these or anything else around your ClientTracker, we will be happy to do so, after you purchase the upgrade to the most current version.

ClientTracker 3 is no longer supported in any way.  If you purchase the upgrade to the most current version, we are happy to assist you with a change in practice name, move to a new computer or any other ClientTracker questions.