No. It's built around software companies because we are one, but IT support teams, MSPs and facilities teams use it too. They each have a page: MainTrak for IT support, and MainTrak for facilities.

Yes. Your web app and APIs can send their errors to MainTrak like any other program. Uptime checks watch your sites, and support plans and subscriptions are billed each month. Some features, like licence checks and remote support, matter most when your software runs on your customers' PCs. Use them only if they help.

For many teams, yes. MainTrak groups errors into issues, shows which customers have each one, and tells you when a fix has worked. It doesn't do performance tracing or session replays, so keep your current tool if you rely on those.

Acumen Computer Systems, an Australian software company. We built MainTrak to run our own support, and we still use it every day.

There's no download, but you can try it. We set up a trial with you, hosted by us or on your own server. Setting MainTrak up still takes a few steps, so we'd rather do it with you than leave you with an empty system and a guide.

No. We'll reply by email unless you ask for a call. Either way, you deal with the people who make MainTrak.

It depends on the size of your team and whether we host it or you do. Tell us about your team and we'll send you a price.

Either. We can host it for you, so there's nothing to install. Or you can run it on your own server, on SQL Server or PostgreSQL. We send you the install and help you set it up.

Yes. Import customers, contacts, products, calls and jobs from CSV or Excel. A wizard matches your columns to MainTrak's. You can export your data again at any time.

No. If you use them, they're built in and invoices go straight there. If you use something else, finalise the month's charges with the invoice numbers from your own system, or export the charges to it. Your system can also read them through MainTrak's API, and we can build that link with you. We use our own accounting system ourselves.

By email, by phone or through your customer portal. Emails become job requests, and replies go to the right job. Calls are logged against the customer. Customers can also raise requests in the portal if you turn that on.

3CX, Yeastar, RingCentral, Zoom Phone and Aircall. With each one, you see who's calling as the phone rings, and the call is logged when it ends. With 3CX, Yeastar and Aircall you can also click a number in MainTrak to call it. On 3CX, that needs Call Control, on the AI edition.

Yes, in the browser. On a phone, lists turn into cards and the job sheet fits under your thumb. There are also iPhone and iPad apps for staff chat and remote support.

No. Everything works without it. If you want it, connect OpenAI, Claude, Gemini or a similar service. Or run a free model on your own server with Ollama, so nothing leaves your network.

Yes. It works with Microsoft 365, Gmail, Outlook, Xero, MYOB, phone systems, GitHub and the main AI services. Automations can call other systems' web APIs too. If you need something else, we can build it with you.

Through MainTrak's reporting API. Your software posts an error report when something goes wrong, and an update report when it's installed or updated, using a reporting login. Error reports become issues, and update reports tell MainTrak which version each PC runs. Any language that can send a web request will do, and MainTrak has example code for C#, PowerShell, Python and JavaScript to start from.

Yes. Uptime checks watch websites, APIs, ports, certificates and DNS, and tell you when something goes down. Heartbeat checks tell you when a scheduled job, like a backup, stops running. On Windows PCs and servers, the MainTrak Agent also watches drives, services, updates and antivirus.

Yes. Sessions are encrypted end to end, so even the MainTrak server can't see the screen. Nobody connects without the PC's say-so: the person there agrees, or you use a password that was set on that PC. They can see when you're connected, and end it. The MainTrak Agent can't run scripts or commands, so it can't be used to push anything to customers' PCs.

No. Without it, they download MainTrak Support, open it and read you a code. Nothing is installed. The agent adds unattended access, Ctrl+Alt+Del and health checks.

Yes, with the MainTrak Remote app. Find the PC by customer, device or caller, and connect. It works with a keyboard, mouse, trackpad or Apple Pencil, or with touch.

Staff and customers can sign in with two-factor codes, and staff can sign in with Google or Microsoft. Roles decide what each person can do, teams decide who sees which jobs, and every change is recorded.

Our support team in Australia. They use MainTrak every day, and you can talk to the developers who build it when you need to.