We care about our clients and want them to have a strong grasp on every CaterTrax feature. While your site is under construction, we’ll schedule convenient live training sessions focusing on the customer experience and administration experience as well as Site Launch training when your site is complete. Additionally, we offer complimentary customer webinar training to educate your customers on the online ordering system.

We won’t disappear after you complete your free webinar training, we promise! Unlike other catering software companies, we won’t abandon you as soon as we get you on board. With CaterTrax you will have dedicated client services and application support teams. You can submit a support ticket through your administrative login to your site, email support@catertrax.com, or give us a call at: 585-935-7105.

Training doesn’t end with site launch. We understand that training needs will arise from time to time. We offer continued education training sessions to get new staff using the system or refresh existing staff on the platform’s capabilities.

Even the most seasoned user will have questions from time to time. We maintain a robust library of easy-to-use training resources in the TRAX Learning Center. The learning center offers dozens of well-organized step-by-step videos and quick start guides as well as live training webinars. The answers site administrators need are right at their fingertips!

Hosting Provider Overview

As part of our strategy to provide reliable and secure web hosting for all of our customers, we have partnered with Rackspace to provide the managed hosting services for all of our systems. This means that Rackspace is responsible and accountable for making sure that all servers, related hardware, and the physical plant for the data center are up and running 24x7x365. For more information on Rackspace, click here: www.rackspace.com

Service Availability and Features

• CaterTrax is available for use 24 hours a day, seven days a week, 365-days a year, except during scheduled maintenance
• CaterTrax is available with a bandwidth of at least one full T1

System availability and redundancy is handled as follows:

• Internet connectivity via Qwest, AT&T, Sprint, MCI, and Above Net
• Use of redundant power supplies at data facility to guarantee 100% up time via Rackspace Intensive SLA
• Use of IDS Threat Manager hardware devices
• Use of redundant Active and Passive Cisco ASA 5510+ Firewalls
• Use of redundant Load Balanced web servers with RAID 5 configuration

Data Handling Procedures and Security Specifications

CaterTrax data is backed up as follows:

• Unmetered Managed Backup
• Weekly Full, Daily Differential
• Week On-Site Retention
• Asynchronous real time data backup to secondary hosting facility in Dallas

 

Dedicated Resources

Our skilled and talented technology professionals are dedicated to specific tasks to ensure that we maintain the highest quality of support and service. We have separate teams for client projects, maintenance, and product development, allowing our staff to focus on their core tasks.

Support

Our standard business hours are 8:00 am through 5 pm (EST) Monday through Friday. Support is available 24 hours a day, seven days a week.

• Support Tickets can be placed 24 hours a day, seven days per week.
• Standard Phone Support is available from 8:00 am to 8:00 pm Eastern Time Monday through Friday by calling 585-935-7105.
• Emergency Phone Support after business hours and on the weekends and holidays by calling 585-935-7105.
• Standard Remote Web-Cast Orientation is available on a pre-scheduled basis from 9:00 am to 3:00 pm Eastern Time, Monday through Friday.
• Non-Standard Remote Web-Cast Training is available on a pre-scheduled basis from 9:00 am to 3:00 pm Eastern Time, Monday through Friday.

 

Certifications

• SAS70

Service Level Agreement

For more information about our security policies and procedures, our Service Level Agreement is available in the downloadable PDF below. This document will provide you with more details on third parties we work with and the process in which we handle data, web hosting, and security measures in regards to the hospitality businesses we support.

Security Overview

Our clients trust us to build, host, and support their CaterTrax websites. That’s why we’ve allocated significant resources to ensure that we’re providing the highest levels of security, reliability, and availability.

From enterprise-level contract foodservice providers to the entrepreneurial-minded caterer, customer perception is paramount to your success. When you choose to do business with us, you get the support and resources of our world-class organization.

The Service Level Agreement in the downloadable PDF below will provide you with more details on third parties we work with and the process in which we handle data, web hosting, and security measures in regards to the hospitality businesses we support.