Need Software Assurance Support?

Phone: 1800 226 311 (Choose option 3 for Information Management Software)

Once the service support call has been logged, it will be transferred to an appropriate support person who will respond to your request. For calls placed outside of standard business hours (Monday – Friday excluding Public Holidays, 8:00am - 5:30pm AEST), a support person will be assigned the next working day. Please note, for all urgent enquiries, please contact us via telephone.

When placing a call, you will be asked to provide the following information:

Authorised contact name, company name, e-mail and telephone number
Alphawest contract number
Product (including version and modules / components)
Problem description
Nature of assistance required
Business impact and severity (Where 1 is highest priority and 4 is the lowest priority)
Events / changes preceding issue
Extent of incident – including first instance of incident, frequency and affected users.
Advise if a software defect is suspected and why (if related to other than a software defect, assistance may be provided for an additional fee)
Details of troubleshooting or investigation performed by you
Please note, for calls placed outside of weekday working hours (Monday - Friday excluding Public Holidays, 8 am - 5:30 pm), a support person will be assigned the next working day.
Screen shots or log files related to the issue

For subsequent issues or queries, please contact our support team by phone or email and quote your Alphawest Support Call Tracking Number so we can identify your service request quickly and easily.

Priority Setting Definitions

All calls will be responded to in accordance with a Priority determined at the time the call is placed with Alphawest End User Support. The Priority provides an indication to our support staff as to the severity of the call - please see the table below.

Alphawest requests that you assign the most appropriate priority to your call and only use priority 1 - Severe or 2 – Serious, when issues are of a critical or serious nature. Alphawest will use all reasonable efforts to ensure your call is responded to in accordance with the defined priority.

Severe. Major production / business impact, risk to health and safety, a large number of end users affected and end users cannot work until service is resumed.
Serious. Significant production / business impact, some health and safety impact, a significant number of end users are affected; other work can be done until the system is restored.
Minor. Slight financial impact, no health and safety impact, only one or a small number of end users are affected, able to carry out most of their work without the service.
Inconvenient. Cosmetic or inconvenience issue only or request for information. End users are able to continue work, only one user affected, able to carry out all work or use a work-around.

If you require defined Service Level Agreement response times, this can be provided as part of our Managed Solutions offering.

Published Date: August 11, 2011
Printed from http://www.alphawest.com.au/page/Contact_Us/Customer_Centre/Software_Maintenance_and_Support_Request/Need_Software_Assurance_Support/
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T: 1300 788 410 ABN: 49 009 196 347