DeskAlerts Support
- Dedicated team
- Professional help
- Variety of services
Help center · Documentation · Customer portal (sign-in) · Contact support
Available for |
DeskAlerts V.9 and higher |
Coverage Hours |
Eastern Standard time: 2AM to 5PM Central European time: 8AM to 11PM Gulf Standard time: 10AM to 1AM |
Number of support incidents |
Unlimited |
Number of admin contacts |
Unlimited |
On-site assistance |
Not available |
Technical Support Channel |
Email |
Remote support tools |
Email correspondence via the helpdesk system with up to 2-hours (Monday - Friday) response time. “How-to” questions regarding features/functionality. |
Ongoing customer communication |
Bi-weekly update until resolution (or date for resolution) provided to customer. Updates provided monthly thereafter, with customer approval |
Additional support hours are available. Purchased support hours can be used for:
- Onboarding (smooth and successful transition into our platform)
- Integration with 3rd-party systems (while DeskAlerts is a powerful communications tool on its own, it works best when built into your environment via integrations with other systems currently in use.)
- Data control and infrastructure configuration (save your IT team time by handing the migration procedures to our technical team, making the process seamless and reducing the risks of downtime)
- Custom development (any kind of individual coding and implementation solutions)
- Training services (empower your team with the knowledge and skills to optimize software usage and drive maximum value)
- Escalation procedure (depending on severity level – response time varies from 2 up to 24 business hours)
FAQ
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Where is DeskAlerts hosted, on our side or your side?
We offer a cloud solution as well as an "on premise" license. With an "on premise", you will be provided a full copy of DeskAlerts and host it within your corporate network or any other host (including cloud). Support is provided.
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Are there any restrictions on getting support?
If you have a valid license, there are no restrictions on the number of questions you can ask, who asks the questions, or the topic (as long as it's reasonably related to the product)
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What details do I need to give when opening a support case?
Make sure to provide as much detail as you can when initiating a new support case. The more information we have, the better able we are to assist you without the necessity of seeking additional clarification.
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How do I contact DeskAlerts support?
By email through the helpdesk system: describe your case in the form on this page or write to support@deskalerts.com. Email correspondence has a response time of up to two hours, Monday to Friday.
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What are the support hours?
Coverage hours: Eastern Standard Time 2 AM to 5 PM, Central European Time 8 AM to 11 PM, Gulf Standard Time 10 AM to 1 AM. The number of support incidents and admin contacts is unlimited.
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Where is the DeskAlerts documentation?
Product documentation is at docs.alert-software.com; system requirements are on the system requirements page linked on this page.
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Is on-site assistance available?
No. Support is provided by email and remote support tools. Additional purchased support hours cover onboarding, integration with third-party systems and infrastructure configuration.
To find out about system requirements and review the documentation, click the buttons below
TO GET MORE INFORMATION REGARDING DESKALERTS SUPPORT SUBMIT THE FORM BELOW
Describe your case or ask your question and we will route you to the appropriate assistance