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Support Incident

Alpha Software offers two kinds of technical support incidents, Standard and Premium. Both types of support incidents are intended to help you with a single, clearly defined issue with your application.

They differ in how quickly Alpha Software will respond to your incident, how the problem is escalated if there is difficulty resolving it and how much time is spent by Alpha Software to resolve the issue.

With a Standard Incident, Alpha Software will respond to your issue within 2 business days of you opening the incident. With a Premium Incident, you will receive a response within 1 business day.

If the technical support engineer assigned to your issue is unable to resolve your issue on their own, they have a number of resources available to them. In the case of a Premium Incident, the issue may additionally be escalated to the development team for investigation if appropriate, at our discretion.

A Standard Incident includes up to 1/2 hour of time, while a Premium Incident includes up to 2 1/2 hours of time. This time includes all research and troubleshooting of your incident in addition to time spent communicating with the engineer.

  Standard Premium
Max Time 1/2 Hour 2 1/2 Hours
Escalation No Yes
Response Time 2 Business Days 1 Business Day
Price $99 Buy Now $495 Buy Now

Please Note: A support incident is not a block of consulting time. If Alpha Software is able to resolve your issue in less than the maximum allowed time limit, the incident is fully used and any remaining time cannot be used for other issues or questions.

For complete details regarding support policies, refund policies, and other important information, please see our Product Support page.

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