Product Support

Product Support

Free Support

Alpha Software provides free product support for setup and installation issues for 30 days from the date of software purchase. This includes installation of your purchased software and the launch of that software to the opening screen. Because individual applications vary greatly and typically contain custom programming not provided by Alpha Software, we cannot provide free product support beyond this point.

If you need assistance with a software license issue, contact Customer Service.

If your software was purchased within the past 30 days and you need help with an installation problem, please request product support.

Paid Support

Product support for anything other than what is described above is available by purchasing a Support Incident. Details on what a support incident is and how to purchase are below.

Other Resources

In addition to support provided directly by the Alpha Software Support department, there are a number of free support options available. These resources are listed to the left of this page. Here is a summary of the most popular options:

• The WebHelp is an online copy of the most up-to-date documentation available for Alpha Software products. This is the authoritative source for Alpha documentation.
• The Alpha Software Message Board is a peer-supported online forum where users may request help from 3,000+ members.
• The Alpha Software Newsletter and its archive is full of tips, techniques and application development assistance.

Professional Services

Through our Professional Services Group, Alpha Software is able to bring you high-quality application development and "development-level" support and mentoring for Alpha Five.

Support Incident

A support incident is defined as a single support/help issue and the reasonable effort needed to address it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.

Purchase a Product Support Incident

Incident Resolution

An incident will be considered resolved when one of the following has been provided:

• Instructions to resolve the issue, such as
  • A hyperlink to the relevant online documentation
  • A description explaining a technique or procedure to follow
  • A hyperlink to a software update (patch) to address the issue
• An acknowledgement that the issue is a known problem that can be resolved by upgrading to the latest version of the product
• Confirmation that the issue is caused by an unresolved issue in an Alpha Software product
• Information detailing that the issue is caused by either a third-party product or a hardware problem

An incident resolution will not provide any custom written application or code. Custom development services are available from our Professional Services and independent consultants.

Refunds

Support incidents are non-refundable. If the resolution of an incident confirms that the cause is an unresolved and undocumented issue in an Alpha Software product, your support incident will be considered unused. However, if the issue is known and a software update has already been made publicly available, the incident will be consumed. An unused incident will remain available for use until its normal expiration date, which is typically 1 year from the purchase date.