Customer Support

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.

FAQs

What 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.

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?

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.

I have already provided AlphaSys access to my org, do I need to provide it to you also?

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.

I 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.

What 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)