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Got a support request? Visit our support portal. |
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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. 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 teamPlease 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.
FAQs
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| title | What kind of support does Posimente provide? |
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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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| title | I have already provided AlphaSys access to my org, do I need to provide it to you also? |
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Yes. As Posimente is a separate company, we will need your 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 on your behalf. | title | I 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? |
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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. |
| My product licences have expired, I cannot access the product. |
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Please confirm with your accounts team that your licence subscription payment is up to date, then email our Accounts Assistant, to request the product licence be extended. |
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| title | I have a managed service with AlphaSys, do you provide a similar service? |
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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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| title | What happens if my support request is not product related? |
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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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| title | I am no longer using your product and would like to export my data from Salesforce. How do I do that? |
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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. |