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Contact Support

Get in touch with our support team for technical assistance, billing questions, or general inquiries.

🚨 Emergency Support

For critical production issues affecting Enterprise customers:

📞 Emergency Hotline: +1 (555) 911-HELP
Available: 24/7 for Enterprise customers
Response: < 15 minutes

📞 Support Channels

Email Support

General Support

📧 Email: support@altegon-solutions.com
Response Time: 24-48 hours (depending on plan)
Best For: General questions, account issues, feature requests

Technical Support

📧 Email: technical-support@altegon-solutions.com
Response Time: 4-24 hours (depending on plan)
Best For: API issues, integration problems, bug reports

Billing Support

📧 Email: billing@altegon-solutions.com
Response Time: 24 hours
Best For: Invoice questions, payment issues, plan changes

Sales Inquiries

📧 Email: sales@altegon-solutions.com
Response Time: 4 hours during business hours
Best For: New customer inquiries, custom solutions, enterprise sales

Live Chat Support

💬 Available: Monday-Friday, 9 AM - 6 PM PST
Access: Chat widget on our website
Response Time: < 5 minutes average
Best For: Quick questions, immediate assistance

Phone Support

Business Hours Support

  • US/Canada: +1 (555) 123-4567
  • UK: +44 20 1234 5678
  • Europe: +33 1 23 45 67 89
  • Australia: +61 2 1234 5678
  • Hours: Monday-Friday, 9 AM - 6 PM local time

24/7 Enterprise Support

  • US/Canada: +1 (555) 247-HELP
  • International: +1 (555) 247-4357
  • Available: 24/7 for Enterprise customers only

📝 Before Contacting Support

To help us assist you quickly, please have the following information ready:

Account Information

  • Your organization/account ID
  • Primary contact email address
  • Current subscription plan

Technical Information

  • Browser and version (e.g., Chrome 120.0)
  • Operating system (e.g., macOS 14.0, Windows 11)
  • Device type (desktop, mobile, tablet)
  • Internet connection speed

Issue Details

  • Detailed description of the problem
  • Steps to reproduce the issue
  • When the issue first occurred
  • Any error messages or codes
  • Screenshots or screen recordings (if applicable)

For API/Integration Issues

  • Programming language and SDK version
  • API endpoint URLs being used
  • Request/response examples
  • Error logs or stack traces

🎫 Support Ticket System

Creating a Support Ticket

  1. Log in to the Support Portal
  2. Click "New Ticket"
  3. Select ticket type:
  4. Technical Issue
  5. Billing Question
  6. Feature Request
  7. Bug Report
  8. Account Access
  9. Fill in details with information from checklist above
  10. Attach files if needed (logs, screenshots, etc.)
  11. Submit ticket

Ticket Priorities

Priority Description Response Time
🔴 Critical Production down, security issue 1 hour
🟡 High Major functionality impacted 4 hours
🟢 Medium Minor issues, questions 24 hours
🔵 Low Feature requests, general questions 48 hours

Tracking Your Ticket

  • Email notifications for all updates
  • SMS alerts for critical tickets (Enterprise)
  • Real-time status in support portal
  • Ticket history and communication log

🏢 Enterprise Support

Dedicated Support Manager

Enterprise customers receive a dedicated support manager who: - Knows your business and technical setup - Provides proactive monitoring and recommendations
- Escalates issues directly to engineering team - Conducts regular health checks and reviews

Premium Support Features

Priority Support Queue

  • Faster response times across all channels
  • Direct escalation to senior engineers
  • Skip general support and go straight to specialists

Proactive Monitoring

  • 24/7 system monitoring of your deployment
  • Alert notifications before issues impact users
  • Performance recommendations based on usage patterns
  • Capacity planning assistance

Custom SLA Options

  • Tailored response times based on your needs
  • Uptime guarantees with financial penalties
  • Performance targets for latency and quality
  • Regular SLA reporting and reviews

🎓 Professional Services

Implementation Support

  • Architecture consulting for optimal deployment
  • Integration assistance with your existing systems
  • Custom development for specific requirements
  • Migration services from other platforms

Training & Onboarding

  • Team training sessions (virtual or on-site)
  • Developer workshops for technical teams
  • Admin training for platform management
  • End-user training for meeting participants

Ongoing Support

  • Regular health checks of your deployment
  • Performance optimization recommendations
  • Capacity planning and scaling advice
  • Security audits and compliance assistance

🌍 Regional Support

Americas

Support Hours: 6 AM - 10 PM PST
Languages: English, Spanish, Portuguese
Local Number: +1 (555) 123-4567

Europe, Middle East, Africa

Support Hours: 8 AM - 8 PM CET
Languages: English, French, German, Italian
Local Numbers: - UK: +44 20 1234 5678 - France: +33 1 23 45 67 89 - Germany: +49 30 1234 5678

Asia Pacific

Support Hours: 9 AM - 6 PM JST
Languages: English, Japanese, Mandarin
Local Numbers: - Australia: +61 2 1234 5678 - Japan: +81 3 1234 5678 - Singapore: +65 1234 5678

📊 Support Resources

Self-Service Options

Knowledge Base

Community Support

Status & Updates

📈 Support Satisfaction

We track our support quality with these metrics:

Current Performance

  • Average Response Time: 2.3 hours
  • First Contact Resolution: 78%
  • Customer Satisfaction: 4.8/5.0
  • Escalation Rate: 12%

Our Commitment

  • Continuous improvement of support processes
  • Regular training for support staff
  • Customer feedback integration
  • Transparent reporting of metrics

💡 Tips for Faster Support

Before You Contact Us

  1. Check the Status Page for known issues
  2. Search the Knowledge Base for existing solutions
  3. Try basic troubleshooting (restart browser, clear cache)
  4. Gather information from the checklist above

When Submitting Tickets

  1. Use clear, descriptive titles
  2. Provide step-by-step reproduction instructions
  3. Include relevant logs and error messages
  4. Attach screenshots or recordings when helpful
  5. Specify urgency level accurately

Following Up

  1. Respond promptly to support team questions
  2. Test proposed solutions and provide feedback
  3. Confirm resolution before closing tickets
  4. Rate your experience to help us improve

Support Hours

Support hours are listed in local time zones. For Enterprise customers, 24/7 support is available regardless of location.

Emergency Support

Emergency support is reserved for critical production issues affecting Enterprise customers. Please use appropriate channels for non-urgent matters.

Need immediate help? Start a live chat or call us at +1 (555) 123-4567