Support
Not a ticket queue staffed by someone reading your configuration for the first time. Response targets, escalation paths and named owners, published rather than promised.
Response targets
Targets are measured from first contact, not from when a ticket is triaged.
With Cloud
$0per month
Business hours, your region
Self-hosted support plan
25%of licence value, per year
From $900 a year. Your first year is included with the licence.
Business hours, your region
Either path
40%of licence value, per year
From $1,800 a year, or $6 per user per month as a Cloud add-on.
Extended hours, escalation out of hours
How to reach us
Raise an issue from the record you are looking at. Your instance version, configuration and the last actions taken come attached automatically, so nobody has to ask you for them.
support@alpineerp.com reaches the same queue with the same targets. Reply to any thread to reopen it.
On Premium, a shared Slack or Teams channel with the people who know your setup. Not a bot, and not a first-line filter.
A published escalation path with names and numbers, tested quarterly. You should never be searching for who to call at 2am.
What you can hold us to
Your architect knows your entity structure and your customisations. Context is our problem to carry, not yours to re-supply.
A status page with real postmortems. If we caused it, it says so.
Every platform version runs against your customisations in staging before it reaches your production instance.
Nobody in a support conversation is compensated on upsell. If the honest answer is that you do not need a bigger plan, that is the answer you get.
