Support
Following your implementation, you may still have queries and questions, so it should be comforting to know that our Support team will be on hand to help you. As a key part of our Professional Services team, our Support Division has access to all the information and expertise you are likely to need.
Support Levels
The Support team offers variuous levels of support, from standard local hours support through to full 24/7 support 365 days a year. You simply choose which level is most suitable for your requirements. All levels include the ability to make calls. Support can also be provided via email or through our online "Supportal" extranet.
Alterian Supportal
Convenience is king and self service is often the preferred channel for help. Alterian recognizes the need to provide access to real time and dynamic information and has addressed this with our the Supportal support site.
Supportal is easy to use and connects you directly with a community of Alterian experts enabling you to resolve issues quickly. You can sign up for product updates as well as being kept proactively informed of new major releases. Whilst we continue to offer direct assistance through our Core Product Service Desk, Supportal offers you a wider choice of tools and resources which are accessible around the clock.
Supportal gives you the ability to:
- Create a personalized view which is relevant to your requirements and Supportal usage
- Access timely, specific information on the products you have, not be bogged down by irrelevant material
- Quickly troubleshoot technical issues using powerful Google-powered search facilities
- Download the latest releases from a secure server
- Sign up for product alerts and receive information specific to your needs
- Easily search documentation and share knowledge in the forums and knowledge bases
Supportal is available 24 hours a day, 365 days a year, so sign up now at http://supportal.alterian.com .
How We Work
As you would expect, we use a sophisticated database-driven call management system, so each call is logged and you can track its progress from start to resolution. We also use a system of severity grading to ensure that the most urgent calls are prioritized. These guidelines use a combination of the issue raised date as well as the severity and customer priority of the issue.