AlphaCare – Basic

Our Basic Support offering is designed for customers who need a modest amount of assistance yet are comfortable with the current capabilities of their laboratory information management system. 

The Basic Support plan features include:

• Coverage for one year from date of purchase
• Telephone support during normal business hours
• Email support
• Internet support (provides direct support of your system through an Internet connection using a secure access tool) for basic troubleshooting and problem resolution
• Four hour initial contact call back commitment
• If on-site visitation is required:  
  • Invoiced in four hour increments at appropriate response rate
  • Travel costs are billed at actual
• Plan does NOT include new software product revisions and releases.
• Major focus:  Answering “How do I…” questions

Note:  ¹Not all problems may be resolvable over the Internet.  A site visit may be required at additional costs. ²Customer is responsible for backups for recoverability. ³Internet support requires a network connection and ability to access the Internet.