Support

Customer Service

Our trained support staff provide a timely, friendly and professional service.

They are willing listeners and will treat customers courteously, without prejudice and with patience.

All contacts are logged, managed and monitored through to resolution, whether by first line colleague or reference to another department such as sales or account management, and we will always follow up any call or report with an email explaining our actions, providing clear and concise resolution to your issue or query.

It is our aim that Alphatec support staff go above and beyond customer expectations, resolving queries and issues to a standard that ensures our customers remain our customers; they are after all the front line of Alphatec.

Account Management

We offer all our customers a dedicated account manager, who is on hand to help and support as needed. 

From initial sales handover, throughout the account set-up life-cycle, migration from your current system and go-live training, your account manager is ever-present to support, guide and advise you through the process. 

Once your account is live the account manager will remain your go to contact for account reviews, queries, follow-up training and support escalation.

Account reviews are undertaken regularly; they cover usage, systems updates and new features since the last review, with the aim of ensuring that our customers get the utmost benefit from using our products.

Training & Consultancy Services

To get you up and running on new accounts, or for additional add-on's, comprehensive training is included. 

Consultancy can also be provided, for customers that require additional support for more complex system migrations.

As each new account is configured to the needs of each customer, onsite or online training is tailored to the individual needs of each customer and usually takes place immediately before you start using your live system or new module. 

For new accounts, a follow up training session is offered approximately three months after go-live to follow-up any queries and focus on the extensive reporting capabilities of the products.

Support coverage

Support is available 365 days, 24 hrs, seven days a week and is available to all of our clients throughout the world.

Business Intelligence Consultancy

To help you get the most out of your Business Intelligence information, let our consultancy team assist you with their wealth of experience.

We can train your technicians to configure your data warehouse and train your users to create the most useful views, reports and dashbords to support all levels of your business.