We offer a formal Service Level Agreement for supporting Alchemus; key features of this service include:

  • Formal call receipt and response monitoring processes
  • Diagnosis and correction of any verified problems within the Alchemus application or documentation, with agreed resolution time-scales structured to reflect the severity of the impact on the customer’s business
  • Quarterly reporting of SLA performance.

Our customers can either call us during our localnormal business hours; 8:00AM to 7:00PM or email us at support@inetgen.net

We have designed the following support plans to benefit businesses of all sizes:

Standard Support Plan

This plan is free for all our customers to ensure their systems are supported. Included with each license, this plan provides:
Support

  • Unlimited email support
  • Online inquiry and case submission
  • Phone support during local business hours

Training

  • Help documents
  • Online help site and knowledge base
  • Two training sessions

Premier Support Plan

For companies that need recurring end user training in addition to support.

  • Phone support
  • Response time within 2 hrs
  • Dedicated support agent
  • Quarterly review meetings
  • Online web tracking of inquiry submissions