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Info

Got a support request? Visit our support portal.

If you have a Posimente product licence subscription, you have access to customer support via our Support Portal. You can submit a request for technical help, provide feedback, search our knowledge base and more. All licence subscription holders are invited to the Portal to create a free account. If you are a customer and would like to add staff to the Portal, please email our support team.

For our terms and conditions relating to our customer support, please consult our Support Policy located at the back of our Product Licence Agreement.

Having issues searching our knowledge base?

  • Check if you are logged in to another Atlassian account. This can cause errors while viewing another Atlassian instance. We recommend opening a new private/incognito browser tab and trying again

  • Clear your browser history, or open a new private/incognito browser tab. This is particularly an issue with Chrome because it caches a large amount of data to speed up the browser experience

All customers are welcome to access our free Support Portal to submit a request for technical help, provide feedback, search our knowledge base and more. Please email our support team if you haven’t received an invite, need to change your email address or add new team members.

For our terms and conditions relating to our customer support, please consult our Support Policy located at the back of our Product Licence Agreement.

Info

Got a support request? Visit our support portal.

FAQs

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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.  

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titleMy 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.

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titleWhat 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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titleI am no longer using your product and would like to export my data from Salesforce. How do I do that?

Salesforce offers two ways to export data; the first is their Data Export facility which can be used for scheduled or manual backups for select areas or the entire content of your Salesforce environment. There are various file formats available to export the data.

The second way is through the Data Loader app which can be installed by a System Administrator. It allows you to insert, update, delete, or export Salesforce records. Data Loader outputs CSV files when exporting.

If you require a schema or data model for a particular product, please review the Products section. For further support please log a support ticket.