New User Support
On the New User Support page you will find helpful material for developers that are first learning to use Alpha Anywhere. It includes sections for Issues and Bugs, FAQs, Resources (video scripts, images, etc.), and Contact Us.
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 contact customer service.
Product support for anything other than what is described above is available by purchasing a Support Incident below. Once you have purchased a Support incident, you can submit your issue to our support team.
A support incident is defined as a single support issue and the reasonable effort (not to exceed 1/2 hours) needed to resolve it.
If a problem consists of subordinate issues, each shall be considered a separate incident.
Premium Support Incident
A premium support incident is defined as a single support issue and the reasonable effort (not to exceed 2 1/2 hours) needed to resolve it. If a problem consists of subordinate issues, each shall be considered a separate incident.
Submitting Your Issue
Once you have purhcased your support incident, please submit your issue—along with your order number—to our technical support staff by filling out this form.
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 a custom written application or custom code. Custom development services are available from our Alpha Consulting Services.
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.
Alpha Consulting Services
Through our Alpha Consulting Services, Alpha Software is able to bring you high-quality application development and "development-level" support and mentoring for Alpha Anywhere.