Alterian Support provides a central point of contact for all supported Customers and Partners. providing the peace of mind they require by using only highly qualified and experienced Support Consultants in order to resolve any core related product issues. The Support team is focused on ensuring our customers and partners are able to fully exploit the Alterian solution. We look to provide the most effective and timely resolutions for issues that concern the Alterian core application and are there to provide assistance and advice should any issues arise after Alterian software has been successfully installed.
The Alterian Support Centres are strategically located in North America, Europe and the Asia/Pacific region providing a central point of contact to all supported Customers and Partners for Alterian core product related issues between the hours of 0900hrs and 1730hrs local time Monday to Friday excluding public holidays with a provision for extended hours of support if required.
Alterian Support offer a range of support services and includes the investment protection value of new releases of Alterian software. Standard Support is a comprehensive package designed to meet the needs of the majority of customers and partners. The major components include but are not limited to:
- Core product support
- Local Business hours 0900hrs to 1730hrs
- Unlimited telephone / email support for nominated personnel
- Immediate access to technical specialists
- New product software releases and documentation
- Product updates (containing bug fixes and enhancements)
- Opportunity to influence product roadmap
- Nominated Technical contacts who can log issues (who have attended Alterian training)
- Customer extranet / self service portal: http://supportal.alterian.com which provides you with Online Support 24x7 with access to numerous online technical support resources including product downloads, documentation, a searchable knowledge centre, fourms and much more ! Download the Supportal factsheet below.
How we work
While it is not the aim of Alterian Support Services to support ad hoc queries relating to implementation issues, bespoke code development, infrastructure problems (including database, operating system and hardware) or provide on-line training, we work closely with Alterian Professional Services internally as well as Partners and Customers externally to ensure collaboratively we are there to support you. And, of course, if any issue in this area is traced back to the Alterian product we will provide full investigation and resolution.
For assistance and support with the Alterian Product suite please contact the relevant support centre :-
http://supportal.alterian.com/public/contactsupport
More information about Supportal is contained in the datasheet below.