Support
Your ERP runs your business. When something goes wrong, you shouldn't have to figure it out alone. The AlpineERP support team helps you troubleshoot problems, understand the platform, and keep your business moving.
Fast help. Clear communication. Real people.
How to reach us
Whether you have a question about a transaction, a problem with your system, or an issue affecting your entire operation, we give you a clear way to get help.
The fastest way to reach us. Describe what happened, tag your message as Support, and it reaches the support queue directly.
Best for: general support and technical issues.
Open Support FormSend us your question or issue at hello@alpineerp.com and our support team will get back to you.
Best for: general questions, account assistance and non-urgent issues.
Email SupportWhen available, contact support directly from your AlpineERP environment. Your account and system context help us understand the problem faster.
Best for: issues related to your current AlpineERP environment.
For a critical service interruption, call the emergency line available under your plan rather than waiting on a queue.
Best for: major outages and business-critical incidents.
+1 307 400 9475Reporting an issue
When reporting an issue, a little context can save a lot of time. You don't need to diagnose the problem yourself — just give us enough information to reproduce it.
Describe the problem in simple terms.
Tell us the action that caused the issue.
One user, one department, or the entire organization?
Include the approximate time if possible.
Tell us the steps that consistently cause the problem.
Attach anything that helps us see what you're seeing.
Priorities
Not every issue has the same business impact. When you submit a ticket, choose the priority that best describes the effect on your business.
Your business cannot continue normally.
Contact support immediately through the emergency channel available to your plan.
A significant part of your operation is affected.
Open a high-priority support ticket.
A feature or workflow is not working as expected, but business operations can continue.
Open a normal support ticket.
The issue has little or no immediate operational impact.
Open a standard support ticket.
Response times
Your support plan determines the applicable response commitment. Response time means the time until a member of our support team acknowledges and begins working on your request — resolution time can vary with the complexity of the issue.
| Priority | Initial response target |
|---|---|
| Critical | Priority handling |
| High | Same business day |
| Normal | Within 1 business day |
| Low | Within 2 business days |
Enterprise customers can receive customized support commitments through a separate SLA. A response target is not a guarantee that every issue will be fully resolved within that period — complex bugs, third-party services, customer configuration, data problems and issues requiring engineering changes may require additional time.
Scope
Your AlpineERP subscription includes assistance with the normal operation of the platform. If we identify a platform defect, we'll investigate it and work toward a fix.
Support is not the same as custom development. We'll tell you when your request falls outside standard support rather than leaving you guessing.
How it runs
Every issue follows a clear path.
Submit your request through the support form or applicable support channel.
Our support team reviews the information and determines the severity and appropriate next step.
We reproduce the problem, inspect relevant logs and configuration, and identify the cause where possible.
Straightforward issues are handled by support. Technical issues can be escalated to our engineering team.
We'll confirm the solution with you when appropriate.
Once the issue is resolved or the agreed next step is complete, the ticket is closed. You retain the conversation history for future reference.
Escalation
Some problems cannot be solved by first-line support. You shouldn't need to chase different teams yourself — we coordinate the escalation internally.
Your data
AlpineERP processes your data to provide the service you've subscribed to. Our support team only accesses customer environments when necessary to investigate or resolve an issue, subject to the applicable access controls and agreements. We don't use your business data as a source for unrelated purposes.
Beyond support
Sometimes the answer isn't a support ticket. If you need AlpineERP to do something that isn't part of the standard product, our professional services team can help.
Build a process around your specific business requirements.
Connect AlpineERP with another system.
Move data from your existing ERP or business software.
Create reports and dashboards around your management requirements.
Reduce repetitive manual work.
Provide structured training for your team.
Enterprise
Larger businesses may need more than standard support. We'll design the support arrangement around the operational requirements of your organization.
Questions
For normal issues, use the support form so your request can be tracked from start to finish. For critical incidents, use the emergency support channel available under your plan.
No. Explain what you were trying to do and what happened. Screenshots or recordings are helpful, but you don't need to diagnose the technical cause.
WhatsApp support can be offered for eligible plans and regions. Availability and response commitments depend on your subscription.
Standard support covers the existing AlpineERP product. Custom development and new functionality are handled separately by our professional services team.
Our monitoring systems are designed to identify service issues. When a confirmed service incident occurs, our technical team investigates the cause, works toward restoration, and communicates important updates to affected customers.
Our team may require controlled access to your environment when necessary to investigate a problem. Access is limited to what is required and handled according to our security and privacy procedures.
Yes. Security and privacy concerns should be reported through the designated security contact so they can be handled appropriately.
You can certainly tell us what you need. Feature requests are reviewed separately from technical support and are not treated as incidents under support SLAs.
The issue can be escalated to the appropriate technical or engineering team depending on its nature.
Arabic support can be provided for eligible markets and plans. AlpineERP is designed for multilingual and regional operations, including Arabic-language experiences.
Yes. AlpineERP is a multi-market platform, billing in PKR, SAR and AED alongside USD, for businesses operating across Pakistan, Saudi Arabia, the UAE and international markets.
When you need help, you shouldn't have to search through documentation, troubleshoot infrastructure, or figure out which team to contact. Tell us what's wrong — we'll help you work through it.
