Knowledge Base
Frequently Asked Questions - Incident Tracker
Clear answers about getting started, pricing, platform features, security, and support.
Common Questions
Getting Started
How long does it take to get set up?
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It depends on your setup. Smaller organizations with straightforward needs can be live in a week or two. Larger rollouts — especially those with complex configurations, custom workflows, or internal training requirements — often take a few months. Either way, we start with an onboarding session to get the basics in place (categories, locations, forms, user roles) and go from there at whatever pace works for your team.
Can we try it before committing?
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Yes. Free trials include full access to the platform. We start with a short 15-minute web review to understand your needs, configure your trial, and get you activated quickly. You can request a free trial or schedule the review with our team.
Can we migrate data from our current system?
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Yes. We can import historical records for new customers as a one-time migration. Depending on the complexity of your data, there may be an additional cost. Contact us for details.
Do we need IT involvement to get set up?
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For most of the setup, no — onboarding is handled directly with the people who will use and manage the platform, no IT required. The one exception is if you want to set up single sign-on or other account integrations, which would need IT involved to configure on your end.
What does onboarding include?
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Every plan includes onboarding time with our team — 2 hours for Starter, 4 hours for Professional, and 6 hours for Enterprise. Sessions can be split into whatever lengths work for your schedule. We walk you through what needs to be configured and how to do it, so you leave each session knowing exactly what to do next. If you’d rather have us handle the setup for you, that’s available as an add-on with our hands-on support package.
Can you set things up for us instead of walking us through it?
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Yes — that’s what the optional Hands-On Support Package is for. For $1,200/yr you get 12 hours of direct configuration assistance where we make the changes for you. It’s ideal for organizations that want a faster start or prefer to hand off the technical setup. Additional hours beyond the package are billed at $125/hr.
Pricing & Plans
How does pricing work?
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We offer three tiers — Starter ($2,100/yr), Professional ($4,200/yr), and Enterprise (starting at $8,400/yr) — based on the features your organization needs, not user counts. All plans include unlimited users and submissions. See our Pricing page for the full breakdown.
Are there any hidden fees or renewal surprises?
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No hidden fees — there are no per-user charges, no per-incident charges, and no surprise add-ons. Annual pricing may include a modest increase of up to 3% at renewal. If you want rate stability, multi-year agreements are available and lock in your pricing for the term.
Can we upgrade our plan later?
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Yes. You can upgrade to a higher tier at any time. We’ll prorate the difference so you only pay for what you use.
Is there a limit on users or incidents?
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No. Your plan scales with your organization — add users as you grow without worrying about per-report or per-user caps.
What is the Hands-On Support Package?
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The Hands-On Support Package is an optional add-on available with any plan for $1,200/yr. It includes 12 hours of direct configuration assistance — our team makes the changes and sets things up for you. Hours can be used in any increment throughout the year and expire at the end of your subscription year. Additional hours beyond the 12 are billed at $125/hr. Most organizations use it in year one while getting comfortable with the platform, then drop it once their team is self-sufficient.
Do you offer cloud and on-premise options?
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Yes. Most organizations use our web-based version — it’s always up to date and requires nothing from your IT team. On-premise deployment is also available for organizations that require it.
Platform & Features
Do I have to install anything?
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No. Incident Tracker is entirely web-based — nothing to download or install. Your team accesses it through any browser, and native iOS and Android apps are available for mobile reporting.
Is there a mobile app? Can staff submit reports from the field?
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Yes. There are native iOS and Android apps so staff can submit reports, attach photos, and check status from anywhere — no desk required. The web platform is built for desktop; if you need mobile access, the apps are the way to go.
Can we digitize our existing paper forms and customize what’s collected?
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Yes. Whether you’re working off paper forms, an Access database, or another software system, the form builder lets you recreate what you already have — with dropdowns, checkboxes, required fields, validation rules, file attachments, and conditional logic. Every field is configurable, and multiple forms can be assigned to different incident categories.
Can multiple locations or departments use the same account?
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Yes. Incident Tracker supports multiple locations, departments, and teams under a single account. Access and visibility can be configured separately for each.
Can I attach files or photos to a report?
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Yes. Photos, PDFs, and documents can be attached when filing a report or added to an existing report at any time. There is no limit on the number of attachments.
Can I edit a report after it’s been submitted?
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Yes, depending on permissions. Users with edit rights can update any report they can view — including the original details, status, priority, assignments, and notes. Users assigned to a report can also edit it, even if they wouldn’t normally have edit access. Admins can edit anything in the system. Every change is logged, so the full history is always preserved.
What happens when a user leaves the organization?
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An administrator can deactivate or delete that user’s account, immediately revoking their access. All data they entered remains in the system and can still be searched and reported on.
How do workflows and notifications work?
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You set up automatic routing rules — for example, “when an incident is filed under this category at this location, assign it to this person and notify this group.” The system handles the rest automatically, including alerts and follow-up reminders.
Is there a way to track whether incidents are being followed up on?
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Yes. Every incident can be assigned a status, priority, and owner. Automated reminders notify assigned staff of pending actions, and managers can see all outstanding items at a glance.
Do you support Active Directory / SSO?
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Yes. Staff can sign in using your organization’s existing credentials — Microsoft, Google, and Active Directory are all supported. No separate passwords to manage.
Can we restrict who sees certain incidents?
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Yes. Access to incidents is controlled by role-based permissions, and you can restrict visibility by category or location. Viewing is all-or-nothing — a user either has access to an incident or they don’t. There’s also a redaction feature, but it works as a one-time export: you download a redacted copy of the incident to share externally. It doesn’t filter specific fields for users within the system.
Do you support exports and integrations?
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Yes. Any report or search result can be exported to CSV or Excel in one click. A public API is also available if your organization needs to connect Incident Tracker to other software.
Security & Compliance
Is our data secure?
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Yes. Your data is encrypted and stored securely on Microsoft Azure, one of the most trusted platforms in the world. We’ve maintained a clean security record since day one. See our Security page for full details.
Is there an audit trail?
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Yes. Every action — creates, edits, status changes, and assignments — is logged with a timestamp and user attribution. Audit logs are searchable and exportable.
Is Incident Tracker HIPAA compliant?
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Yes. Incident Tracker is HIPAA compliant. We follow HIPAA Security Rule requirements and provide a Business Associate Agreement (BAA) for organizations that handle protected health information. Contact us to request one.
Where is our data stored?
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All data is stored on Microsoft Azure in the United States. Backups are maintained automatically, and your data can be exported or destroyed at any time upon request.
What happens to our data if we cancel?
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Your data belongs to you. If you cancel, we’ll provide a full export of your records. With written authorization, your data can be permanently destroyed from our systems.
Who owns our data?
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You do. Your organization owns its data at all times. You can export everything via CSV or API whenever you need to. There is no vendor lock-in.
Support
What kind of support do you offer?
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Phone and email support is included with every plan during business hours (Mon–Fri, Eastern time), with email support available after hours. Our team answers questions, helps troubleshoot issues, and walks you through making changes yourself. Pro plans include priority response times, and Enterprise plans include a dedicated account contact — the same person every time.
What if we need someone to make changes for us?
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The optional Hands-On Support Package covers that. For $1,200/yr you get 12 hours of direct configuration time — our team makes the changes for you. Additional hours are available at $125/hr.
Do you offer training?
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We train your administrators during onboarding so they can configure the platform and support their own users. It’s a train-the-trainer model — your admins become the internal resource for staff, which means faster answers and less dependency on outside support over time.
What happens after we sign up — are we on our own?
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Not at all. We guide you through setup during onboarding, and phone and email support is included with every plan ongoing. We don’t disappear after you sign up.
Still have questions?
Contact our team and we will help map Incident Tracker to your workflow.
Contact Us