Site Management Packages
Alpha Six Customer Support Team is dedicated to ensuring your organization maximizes its productivity with Alpha Six software and appliances. With experience based upon thousands of Alpha Six deployments, our expert team will ensure rapid problem resolution and timely responses to all enquiries.
Support and Maintenance Offerings
|
Evaluator |
Standard | Premium |
Enterprise |
|
|---|---|---|---|---|
| Email Access | Yes | Yes | Yes | Yes |
| Telephone Access | No | Critical Queries* | Yes | Yes |
| Priority Response | No | No | Yes | Yes |
| 24x7 support | No | No | Yes | Yes |
| Software subscription | No | Yes | Yes | Yes |
| Named Contacts | 1 | 2 | 2 to 6 | Unlimited |
*During normal standard support hours
Support contact details are only provided to valid contract holders
Standard Support and Maintenance
- Unlimited Email Support
- Telephone Support for critical queries (normal support hours only)
- Access to all product (major and minor) upgrades
- Up to 2 named contacts
Our Standard Support and Maintenance package provides unlimited email access to our team of technical support engineers. These engineers are able to answer any questions you might have about installing, configuring and maintaining Alpha Six software.
Customers with the Standard Support and Maintenance package can obtain immediate telephone support for critical queries during our normal support hours (0800 to 2400 Monday-Friday GMT excluding UK public holidays).
Premium Support and Maintenance
- Unlimited email support
- Unlimited telephone support during normal support hours
- Priority response times
- Normal Business Hour telephone access for critical queries
- Access to all product upgrades
- 2 to 6 named contacts
Premium Support and Maintenance extends the unlimited email support to include unlimited telephone support during our normal support hours (9:00 to 5:00p) Monday-Friday EST time excluding US public holidays).
Critical issues outside these hours must be placed via our 24x7 telephone hotline, which eliminates after-hours restrictions for the highest severity issues. Critical issues outside of normal busines hour, placed via email will be actioned on our next working day as per our standard Terms of Service.
The Premium package allows you to allocate up to six people to contact Alpha Six Customer Support.
As in the other support packages, Premium Support and Maintenance also provides access to all product upgrades, major and minor.
Enterprise Support
For those customers with special requirements we can offer a custom Enterprise Support package. This package offers a wide range of personalized support options, including dedicated account management services, unlimited support contacts and more. We customize and price our Enterprise Support package according to your precise requirements. Please contact us at sales@alpha-6.com for further details.
Maintenace Packs
If a monthly on-going maintenance program does not fit your organization, Alpha Six also offers Maintenance Packs. Maintenance Packs are yearl-long incidence based support. Available in blocks of 3, Alpha Six Maintenance packs allow you to prepay for on-going technical support to be applied to additional training, site maintenenace, or content management support. Each PackUnit is equal to 1.5 hours of support time, and are active for 12 months from time of purchase.
- 3 Pack $375
- 6 Pack $1875 (1 Free)
- 12 Pack $3750 (2 Free)
- 15 Pack $4500 (3 Free)
Please contact us at sales@alpha-6.com for further details.
Support Renewal
To ensure that you are still able to access Alpha Six support services (Standard, Premium or Enterprise) and maintain access to major and minor software releases, Alpha Six or one of its partners will contact you 2 months prior to the expiry of your support package to arrange your renewal. If you need to check when your renewal is due or have any questions regarding support options please contact us at sales@alpha-6.com.
