Technical support offered by RTG! as part of the Act! Hosting Service covers use of Act! in line with system
requirements and recommended platforms. In summary, the scope of technical support is:
– Guidance on onboarding database via Act! Cloud Portal cloud
– An overview of Act! Cloud Portal features
– Troubleshooting of any errors within Act Cloud Portal
– Troubleshooting of Act! Desktop Remote Database Sync Errors
– Troubleshooting Act! Premium for Web Login Issues
– Troubleshooting of errors with-in Act! Premium for Web
Should you require any services outside the hosting support service coverage, training or advice on a
consultative level, please contact your Act! Certified Consultant.
See the table below for details on support coverage:
| Category | Act! Hosting Service Coverage |
Outside Hosting Service Coverage |
| Hardware, operating systems (OS), database platforms, browsers, etc. |
Provide system requirements. Provide steps on any specific configuration. Provide instructions to add Act! and SQL exceptions to the Windows firewall only |
System Recommendations. Installation of 3rd party applications and hardware. Troubleshooting stability, performance or other problems. Troubleshooting operating system issues – firewall, antivirus, permissions, etc. |
| Installation & Upgrades |
Provide installation or upgrade documentation. Provide KB articles to assist troubleshooting any errors encountered during an installation or upgrade. |
Local (on-site) installation services. Consulting services to install or resolve nonAct! installation issues specific to your organization’s technical environment hands on deployment and installation. Database conversions from earlier versions of Act! and other CRMs. Act! integration to supported 3rd party software. RTG will install ACT! as a paid support item. |
| Remote Synchronisation |
Troubleshooting connectivity issues within your Act! Cloud product. Provide instructions for Synchronization wizards. Create Remote Databases |
Understand and explain requirements for creating sync sets & remote database deployments. Troubleshoot problems when configuring or using synchronization within Act!. RTG will deploy Remote Database as a paid support item. |
| Database Customization |
Database customizations are not covered under Act! Hosting support. |
Changes to your layout, including creating and adding fields, customizing columns, adding menus and toolbars. Troubleshoot problems encountered during database customization in Act!. For complete layout design service, contact your Act! Certified Consultant. |
| Creating/Editing Reports & Templates |
Provide instructions to edit a report or word template. |
Understand requirements and make recommendations for running, creating or editing Reports & Templates. Troubleshoot issues encountered using existing Reports & Templates in Act!. Microsoft Word support. Assistance connecting your Act! data to third party reporting tools. |
| Importing and Exporting Data |
Provide instructions to import or export data from Act!. Review data format for import into Act!. |
Understand requirements and make recommendations for importing and exporting data. Edit source data such as excel or CSV. Exporting data from third party software or validating/formatting it for you, so that it can be imported into your Act! product. Creating your data definition files or mappings for data import. RTG will perform Imports & Exports as a paid support item |
| Network Connectivity |
Troubleshooting connectivity to Act! Cloud when Internet connectivity is working. |
Troubleshooting internet connectivity. Troubleshooting other connectivity issues that exist outside of your Act! product. Assistance with unsupported networks. Installation, troubleshooting or configuration of network (WAN/LAN) security/cards/cabling/hardware/software. |
| Act! emarketing and Swiftpage emarketing |
Troubleshoot connectivity to Marketing Automation. | Advise on template and campaign design. Training on the design interface. |