Customer Support

What You Need To Know

How to Raise A Service Request

Our Support team uses the following

Priority Levels

Priority 1: Business Critical

Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in non IT environments.

Priority 2: Urgent Attention

Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in non IT environments.

Priority 3: General Issue

Includes most helpdesk support, remote services, all product questions, general support requests and related issues.

Terms and Conditions

  • The Support Request will default to Priority 3 (General issue) if not set by the customer.
  • AlphaNZ reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect.
  • Reclassifications are almost exclusively used in situations where a Support Request is submitted as Priority 1, but the situation contradicts this definition, usually because it is a non-production set-up issue, or how-to question.
  • AlphaNZ may also increase the priority level if the situation is deemed to be more urgent than originally reported.
  • AlphaNZ support work is carried out in normal business hours as published on our website. Any work undertaken outside those hours will incur additional services charges.
  • AlphaNZ will charge for priority escalation whether inside or outside of business hours.
  • AlphaNZ will charge for all call out visits.
  • All Support Requests do carry a service charge for all work undertaken whether remotely on onsite unless covered within a customer’s Service Level Agreement(SLA).
  • AlphaNZ reserves the right to accept or decline the service request.
  • All service work is subject to the terms and conditions of trade as published here, on our website.