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.

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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.

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.

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.

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)