Need Software Assurance Support?
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:
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 DefinitionsAll 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.
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/
T: 1300 788 410 ABN: 49 009 196 347