We offer a formal Service Level Agreement for supporting Alchemus; key features of this service include:

• Formal call receipt and response monitoring processes
  
• Diagnosis and correction of any verified problems within the Alchemus application or documentation, with agreed resolution time-scales structured to reflect the severity of the impact on the customer's business
  
• Quarterly reporting of SLA performance.

Alchemus strives to provide excellent customer service. We understand the business-critical nature of the environments in which our products are used and are ready to assist you with any problems or concerns you may have.

Our customers can either call us during our localnormal business hours; 8:00AM to 7:00PM or email us at support@inetgen.net

We have designed the following support plans to benefit businesses of all sizes:

Standard Support Plan
This plan is free for all our customers to ensure their systems are supported. Included with each license, this plan provides:
Support

• Unlimited email support
  
• Online inquiry and case submission
  
• Phone support during local business hours

Training

• Help documents
  
• Online help site and knowledge base
  
• Two training sessions

Premier Support Plan
For companies that need recurring end user training in addition to support.

• Phone support
  
• Response time within 2 hrs
  
• Dedicated support agent
  
• Quarterly review meetings
  
• Online web tracking of inquiry submissions