Alignex Support Services
Alignex fully supports each and every solution we sell and maintains a team of Application Engineers at the ready for inbound support requests.
Our support technicians have multiple tools at their disposal to assist our clients with their technical requests. Phone support is available weekdays from 7:30am to 5:30pm by calling the Alignex Helpdesk at the numbers to the left. Alignex is committed to having 3 Application Engineers available on the help desk at all times. Alignex technicians also have the ability to do remote desktop control using WEBEX. This feature lets the technicians “see” the technical issue firsthand, rather than being dependent on a verbal description. With this feature, Alignex technicians can more rapidly diagnose problems and get answers to our clients with greater efficiency.
Another tool Alignex has implemented is a technical support ticketing system to help streamline our customers overall experience. The intent of this system is to give our customers an easy and efficient way to submit and monitor technical support issues with the Alignex support staff. The system comes complete with a customer portal allowing Customers to securely log in, open, view and modify tickets through the Alignex site. This eliminates the need for multiple call backs on the same issue seeking an update. Automated e-mail alerts keep them up to date on ticket progress, greatly shortening response time when action is required on their part. They can also update their account information, view open and closed tickets, and search support articles.
This system is 100% Web Based - All you need is a web browser. There are no plug-ins or other files to download. Once the customer account is created in the system, they will have access to their tickets directly by logging in at this link.
This ticketing system is meant to augment the existing process in which a customer can get technical support from Alignex. A phone call is always a valid option to get technical support. When a technical call is placed, the Alignex technician will log the call in the ticketing system for tracking and follow up purposes.
If you have an Alignex Service login and password, please click on the image to the right to initiate your service session. To log a technical support issue by phone, customers can call the numbers on the left.
If your company has a current support contract with Alignex, please click here to open a priority support email with our service engineers. Please remember to include your name and phone number as well as your company name and location in the body of your email.
Click the image below to learn more about the SolidWorks User Group Community which can provide another source for your unique SolidWorks issues.
