Free Support

Alpha Software provides free technical support for setup and installation issues for 30 days from the date of software purchase. This includes installation of your purchased software and the launch of that software to the opening screen. Because individual applications vary greatly and typically contain custom programming not provided by Alpha Software, Alpha Software cannot provide free technical support beyond this point. Please send support requests to support@alphasoftware.com

Paid Support

Technical support for anything other than what is described above is available by purchasing a Support Incident. Australasian customers may purchase support incidents directly from Alpha One Software. Please visit our on-line store for pricing information.

Training

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 support provided directly by the Alpha Software Technical Support department, there are a number of free support options available. These resources are listed to the left of this page. Here is a summary of the most popular options:

• The WebHelp is an online copy of the most up-to-date documentation available for Alpha Software products. This is the authoritative source for Alpha documentation.
• The Alpha Software Message Board is a peer-supported online forum where users may request help from 3,000+ members.
• There are a number of Alpha Five Tutorials available to explain common Alpha Five tasks in-depth.
• The Alpha Software Newsletter and its archive is full of tips, techniques and application development assistance.

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

• 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