Services

Alpha Five Services

For Alpha Five support Services please click here

Free Support

Alpha One Software provides free e-mail and telephone support for setup and installation issues for 30 days from the date of software purchase. This offer extends to customers who have purchased A1-RES Reservation System, A1-TOOLS or any other product which has been authored by Alpha One Software. For details on support options relating to Alpha Five and Alpha Software products , please click here

Free support includes assistance in installing your Alpha One Software product and answers to specific questions in relation to problems encountered during your implementation. It does not cover training , on-site or remote control assistance, unless at the discretion of the Alpha One support consultant.

Paid Support

Technical support for anything other than what is described above is available by purchasing a Support Incident. Please visit our on-line store for pricing information.

Training

Many people will find that using our clear and precise manuals and initiative applications that they do not any other form of training. We do however offer this service to people who need it.

Alpha software offers individual on-line training and implementation assistance via our remote control facilities. It's just like having our consultants sitting next to you as you learn. Please contact sales@a1software.net for more information.

Remote Control Assistance

Alpha One software offers remote control assistance, which allows us to share control of your computer while we speak to you by telephone or Skype VOIP connection. This is often the most efficient and cost effective means of providing assistance and training. This services is offered as part of your paid support options and will require you to download and install some software. Remote connections are initiated by you and do not require you to configure or breach the security of your internet firewall.

Other Resources

In addition to the manual included with your Alpha One application the latest version of our on-line manuals are available on this web site to be viewed on-line.

Updates to your local help files / manuals will be automatically applied to your system when you upgrade. Upgrades are available from out downloads page. Maintenance upgrades are free of charge for your version of application. Version upgrades will require purchase of an upgrade licence. Refer to Products section of our web site for information on each product and version.

Support Incident

A support incident is defined as a single support/help issue and the reasonable effort needed to address it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.

Incident Resolution

An incident will be considered resolved when one of the following has been provided:
  • Instructions to resolve the issue, such as
    • A hyperlink to the relevant online documentation
    • A description explaining a technique or procedure to follow
    • A hyperlink to a software update (patch) to address the issue
  • An acknowledgement that the issue is a known problem that can be resolved by upgrading to the latest version of the product
  • Confirmation that the issue is caused by an unresolved issue in an Alpha Software product
  • Information detailing that the issue is caused by either a third-party product or a hardware problem

An incident resolution will not provide any custom written application or code.

Custom Development and Co-operative Application Development

Alpha One software provides professional development and consulting services to assist you in:-

a) Developing complete Applications, customised to your requirements
b) Assisting you self-develop your application

We offer a system analysis and design services as and can prototype desktop and web applications to confirm functional requirements and design specifications prior to coding.

Our services are available at quote price , or at an hourly rate, depending on your specific requirements. Please contact sales@a1software.net for more information.

Refunds

Support incidents are non-refundable. If the resolution of an incident confirms that the cause is an unresolved and undocumented issue in an Alpha Software product, your support incident will be considered unused. However, if the issue is known and a software update has already been made publicly available, the incident will be consumed. An unused incident will remain available for use until its normal expiration date, which is typically 1 year from the purchase