Our support technicians have multiple tools at their disposal to assist our clients with their technical requests. Phone support is available weekdays from 8:00am to 5:00pm Central time by calling the Alignex Helpdesk. Alignex technicians have the ability to initiate remote desktop sessions 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 a customer's account is created in the system, they will have access to their tickets directly by logging into the system.
If you have an Alignex support system login and password, please click on the link to the right to initiate your support session.
This ticketing system is meant to augment the existing processes in which a customer can get technical support from Alignex. A phone call is always a valid option to get technical support. When a support call is placed, the Alignex technician will log the call in the ticketing system for tracking and follow up purposes. To log a technical support issue by phone, customers can call the numbers listed to the upper right. Or to open a support email with our service engineers, click the email link above. Please remember to include your name and phone number as well as your company name and site in the body of your email.