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Alloy Software offers Technical Support as a service to all registered customers. These guidelines describe how it works, including:
Alloy Software Technical Support is available to help you resolve specific issues in a timely manner. We can assist you in the following areas:
Questions about the use and configuration of third-party products, or about the underlying design and design process for our products, are not included within the scope of support. Training on the use of the software is not included within the scope of support. If required, training is available at a separate charge.
If you suspect an installation problem, please be sure you've read the applicable documentation and follow the installation instructions before contacting Technical Support.
Technical Support is here to help if you encounter a problem using specific features in our software. Please note that Technical Support isn't designed to provide instruction on Alloy Software products. For this, customers may be referred to corresponding sections of the product manuals, the online FAQ, or further reference material, or contact us to request training at an additional cost.
One of the main functions of Technical Support is to determine if a problem is caused by an error in Alloy Software's products.
With adequate information, Alloy Software Technical Support can quickly verify whether your issue stems from a known problem, and if an update or patch is available that may correct the problem. If updates aren't available, Technical Support may be able to recommend alternative procedures or workarounds to arrive at the same goal.
If the behavior isn't due to a known problem, Technical Support will try to re-create the problem using a test case that you supply, and will further investigate possible causes. Once a software problem is verified, it will be sent to our development team to be logged, resolved, and included in future product releases.
Before contacting Technical Support, we ask that you familiarize yourself with the applicable product documentation. You should also check the online FAQ that contains solutions to many common issues.
Be prepared to investigate your problem. Technical Support can give you advice on where to look, but in many cases our ability to help you quickly and efficiently is directly affected by how much problem investigation and isolation you've done in advance.
You should have the following information on hand:
Your preparation before calling Technical Support has a significant impact on overall resolution time. If you gather and organize the facts before you call, Technical Support can focus immediately on answering your question or on isolating and analyzing the problem.
Alloy Software offers the following types of support:
Basic Support is provided to registered customers of Alloy Software products version 4 or below who have not purchased a maintenance contract. This support is mainly intended to allow users to report instances where the product does not behave as designed and documented. Additional assistance (such as answering "how-to" questions or assisting with installation) may be provided based on support team availability and discretion.
Support Channel: email
Response Time: 1-4 business days
Premium Support is a comprehensive program that includes technical support, software updates, access to the product knowledge base, and many other benefits. These include:
Support Channel: web, email, chat and phone
Response Time: 0-4 business hours
Professional Services are intended to assist with the integration of our products with your organizational infrastructure, and other needs not addressed within the normal scope of technical support. Pricing varies based on the specific needs of the service required. Professional Services may include:
Professional Services and Customization Requests do not fall under the scope of regular technical support.
The scope of support includes the following:
The scope of support does not include the following:
Alloy Software Technical Support business hours are 9:00 AM to 6:00 PM EST, Monday through Friday. We are only closed on regular national holidays.
Alloy Software Support Portal is an online service for Premium Support subscribers. It provides access to our extensive product knowledge base, product updates and documentation, and the issue tracking system.
Support Portal access: http://support.alloy-software.com
Support Team: support@alloy-software.com
Feedback and feature suggestions: feedback@alloy-software.com
Phone support is offered during normal technical support hours for Premium Support subscribers and requests for professional services.
US Toll Free: (800) 810-9020, menu option 2
International and Long Distance: +1 (973) 661-9700, menu option 2