TeamTrack is replacing Tracker. Only existing Tracker customers can purchase additions Tracker licenses.

Tracker to TeamTrack Upgrade FAQs

1. Is the upgrade from Tracker to TeamTrack free?
Customers with an existing Tracker maintenance contact will get a one-to-one exchange of their named or concurrent Tracker licenses for named or concurrent TeamTrack licenses. Customers will automatically receive entitlement for one TeamTrack server. That initial one-server entitlement comes automatically. After that, a customer may request as many TeamTrack servers as they wish. However, it is important to note that that the customer will be required to pay maintenance on TeamTrack servers in the future. To request more servers, please contact your Synergex/PVCS representative.

2. What about Tracker maintenance contracts – are they transferred as well?
Current Tracker maintenance contracts will be grandfathered to the new TeamTrack licenses. If for example there are 6 months remaining on a customer’s Tracker maintenance contract when he downloads TeamTrack licenses, he has 6 months remaining on his TeamTrack maintenance. Current maintenance rates will be locked in until May 2, 2006. Customers who upgrade to TeamTrack and have a maintenance renewal date after May 2, 2006 will be required to pay maintenance on the TeamTrack server(s) for which they have generated keys.

3. Will Serena discontinue support for Tracker?
Serena intends continue to field customers’ questions about Tracker as long as they continue to hold a maintenance contract. Customers who have active maintenance contracts will be able to contact our support team via telephone, email or web-based support Serena plans to continue to release patches to critical Tracker issues and bugs through December 31, 2006.

4. How long will the offer to migrate from Tracker to TeamTrack at no charge be valid?
A customer is eligible for an upgrade as long as they have an active maintenance contract.

5. How will Serial numbers and license entitlements be handled for those migrating from Tracker to TeamTrack?
TeamTrack will use the same license key as Professional and Tracker. However, users that do the upgrade will get a new TeamTrack serial number. Our systems will automatically associate the old Tracker serial number with the new TeamTrack serial num Incidentally, if a customer upgrades from an older version of Professional to Professional 9.1, which contains TeamTrack, he will keep his existing serial number and will not get a new serial number.

6. How a customer does a customer download and license TeamTrack?
First, the customer goes to support.serena.com and logins in. If the customer has a Tracker serial number that is on current maintenance then they are eligible to download TeamTrack. Next, the customer will next need license keys. If the Customer had a Professional or TeamTrack serial on maintenance as of May 7t, then the customer is grandfathered a TT serial #. The customer is entitled to the TeamTrack External Concurrent Seats and TeamTrack Production Servers which they can obtain via the SOS Key generator. TeamTrack will use exiting Tracker or Professional license keys that the customer already has. So the Grandfathered customer will only need to generate license keys for TeamTrack External Concurrent and TeamTrack Production server + any free enablers they want If the customer purchased TeamTrack (not grandfathered a serial number) then they can generate license keys for what they purchased (Named, Concurrent, External, TT Server, etc…) The most import thing to remember is TeamTrack can use Tracker and Pro keys. The customer will need to get a TeamTrack server license key if they want to use TeamTrack, regardless if they where grandfathered TeamTrack or purchased TeamTrack.

7. Many customers will not be able to migrate all projects at once to TeamTrack and will need to run Tracker and TeamTrack in parallel during the transition. How do we support that?
One user will be able to run Tracker and TeamTrack from a single machine consuming a single license, even at the same time. Bear in mind that Tracker and TeamTrack draw from the same pool of licenses.

8. When will the migration utility be generally available?
The migration utility is shipping on May 2, 2005 with the release of Professional 9.1 and TeamTrack v6.3. Please see the TeamTrack documentation for more information on the migration utility.

9. Are we going to release updates to the migration utility?
It is very likely that we will release an update to the migration utility in the TeamTrack release scheduled for Fall 2005. We expect feedback from our customer will help us to make enhancements that will improve the migration utility.

10. What will be provided to customers to help them migrate?
To help customers migrate from Tracker to TeamTrack, we will provide: A. The migration utility (comprised of a solution wizard and import wizard) as part of Tracker 6.3 B. A detailed migration guide—this extensive document outlines key migration considerations and documents the usage of the solution and import wizards. C. Consulting Services - special consulting packages for Tracker customers that want to move to TeamTrack have been created and are available. Contact Professional Services for details. D. Migration training—our training department is putting together a WebEx session to help familiarize customers with the migration utility, and help them understand key considerations that need to be taken into account.

11. Will the migration utilities require any knowledge of TeamTrack?
Customers must understand basic TeamTrack concepts in order to make informed decisions about what data to move, and how to set up solutions within TeamTrack. This understanding is an important aspect of ensuring a successful migration. Serena documentation, education services, and consulting services will be available to help customers get to know TeamTrack.

12. How easy will it be for customers to migrate?
It depends on many factors. It is highly unlikely that a customer will simply replicate their Tracker environment within TeamTrack through a series of simple mouse clicks. Our experience indicates that customers will want to consider how to take advantage of the additional functionality that is available in TeamTrack. For instance, in many cases it will be beneficial for a customer to consolidate disparate Tracker projects into a smaller number of TeamTrack solutions. A customer may choose to migrate only a subset of Tracker records. Each of these variables make it challenging to state how easy it will be for customers to migrate. The resources listed above will certainly help customers understand and plan for their individual migrations. In some cases, customers with more complex requirements may wish to engage Serena professional services to speed the migration and reduce its impact.

13. What type of customer is most likely to be successful with the migration utility?
In general, the migration will be easier for any tracker customer using single issue types when using the migration facility. This includes Tracker 7/x and previous customers as well as tracker 8 customers who have not implemented the multiple issue types available in that release. If a Tracker 8 customer has implemented certain features (such as multiple issue types) additional steps will be required to better manage the migration to Teamtrack. The migration documentation outlines a suggested approach for these customers to migrate their data.

14. Can customers migrate some projects now, others later?
Yes. In fact, we expect this will be common practice. A customer may choose to move a few projects to TeamTrack immediately and then move others to TeamTrack over an extended period of time. Or perhaps the customer will start new projects on TeamTrack prior to migration. Other customers may choose to move all Tracker projects to TeamTrack right away. In any case, our goal is to gain many wildly successful, extremely happy TeamTrack customers through whichever process the customer chooses. For customers who use the integration between Tracker/TeamTrack and Version Manager, there are mechanisms that support this transition period where some projects are in Tracker and others are in TeamTrack; please see the TeamTrack and Version Manager documentation for more information on using the integration with Version Manager in this special case.

15. Will the migration utility move all Tracker data?
Yes, the migration utility will move all of the customers’ data. Some configurations, such as queries and notifications, do not have migration support and would require that they be created by the user/administrator in TeamTrack.

16. Should Tracker 7.x customers move to Tracker 8 before moving to TeamTrack?
There is no need for customers to move to Tracker 8 before migrating to TeamTrack. In fact, in some cases it is easier to migrate to TeamTrack from Tracker 7.x than Tracker 8. It is recommended that Tracker installations older than 7.5 use the update utility to convert their projects to the Tracker 7.5 schema before performing the migration. Please contact Serena Support for more information.

17. For more information, who should I contact?
Please contact your PVCS/Synergex sales representative.