Ticket system in the app
The preferred channel. Every ticket keeps its own history, attachments and status, so nothing depends on somebody remembering a phone call.
Support
Support after go live
If you already run Alibera, open a ticket in the app. It keeps the whole history in one place, which is what makes a problem solvable on the second call instead of the fifth.
01Channels
How to reach us
Write to us and we open a ticket on your behalf, then reply from there.
Phone
Available during business hours, for the cases where a conversation is faster than typing.
Remote session
We can diagnose and fix most things remotely, without anyone driving anywhere.
02How a ticket is handled
Classified by type, then by severity
Every ticket is sorted twice, because a question and a stopped line are not the same problem.
- A bug, meaning the system does not do what it is supposed to do.
- A question about how something works.
- A change request, meaning you want it to work differently.
By severity
- Critical: the system is down.
- Functional: something is broken but you can still work.
- Question: somebody needs an answer.
- Change request: a piece of work to plan.
Each type has its own process and its own timeline. Customers on a paid support contract are handled with priority.
03What is included
Standard support, and what costs extra
We would rather be clear about this before you sign than after you call.
Included in standard support
- Phone and email support during business hours.
- Bug fixes.
- Basic guidance on how to use the system.
- Access to the documentation and to periodic updates.
- Remote diagnosis and repair.
Charged separately
- Round the clock on-call for critical incidents.
- On-site visits, including travel time and travel costs.
- Faster agreed response times.
- Higher ticket volume allowances.
- More extensive training.
The first month
Fixes in the first month after go live are included
Going live always surfaces something that looked fine in testing. For the first month after go live, fixes and adjustments are part of the implementation. After that, support moves to a package or to an agreed basis.
Response and resolution commitments are agreed per customer and per support package. We do not publish a standard number here, because there is not one that would be true for every contract.
How pricing works04Everything else
Not a customer yet, or locked out of the ticket system?
Use this form. Leave an email address or a phone number, whichever you prefer, and we will come back on the same channel.
Message received
Thank you. We will come back on the channel you gave us. If this is about a live system, please also open a ticket in the app so the history stays together.
Still weighing Alibera up?
Support is part of the product, not an add-on we discovered later. Ask us about it on the first call.