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titleWhat kind of support does Posimente provide?

Support for Posimente products is available to licence holders, focusing on these areas:

  • product features which do not operate as per our knowledge base documentation, for example errors or bugs encountered when accessing our product

  • general requests to clarify certain product features or where information is not available on the knowledge base

  • general enquiries such as how to contact accounts, navigating our knowledge base etc

We encourage all clients to review our Support Policy located at the back of our Product Licence Agreement.  

No. AlphaSys will work with us to resolve your issue and then close the ticket. For all future enquiries, please log a support request through our support portal
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titleI have an open support ticket with AlphaSys that is specific to a Posimente product, do I need to log the same request through your support portal?
My product licences have expired, I cannot access the product.

Please confirm with your accounts team that your licence subscription payment is up to date, then email our Accounts Assistant, Ellaine to request the product licence be extended.

Yes. As Posimente is a separate company, we will need authority to access your Salesforce org should this be required to resolve an issue. Please note this also applies if the ticket is submitted by AlphaSys (or any other Posimente partner) on your behalf
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titleI have already provided AlphaSys access to my org, do I need to provide it to you also?
What happens if I use up all my support quota?

Each product licence subscription comes with 10 included support requests per calendar year. If you have reached your quota, you are still welcome to submit bug tickets for our team to review but we are not obligated to investigate on an individual customer basis. You are also welcome to submit feature requests anytime. Please keep a regular check on our Product Releases to check all the latest updates.

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titleI have a managed service with AlphaSys, do you provide a similar service?

No, we do not provide managed services therefore we encourage you to speak with AlphaSys regarding your requirements. In addition to our support outlined in question 1, we offer paid support for individual services such as product enhancements - we will provide you a quotation. 

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titleWhat happens if my support request is not product related?

Our support team cannot action the request because it falls outside of our support scope but we may suggest alternative ways to address the issue. For example, if we suspect the issue is related to user access permissions we would recommend consulting with your Salesforce Admin contact (such as AlphaSys support)

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