Support & FAQ¶
Get help with Altegon Solutions video communication platform. Find answers to common questions, troubleshooting tips, and contact information.
Frequently Asked Questions¶
General Questions¶
What is Altegon Solutions?¶
Altegon Solutions is a comprehensive video communication platform that provides high-quality video calling, screen sharing, recording, and collaboration tools for businesses of all sizes.
What plans do you offer?¶
We offer several plans to meet different needs:
| Feature | Free | Professional | Enterprise |
|---|---|---|---|
| Participants | Up to 5 | Up to 100 | Unlimited |
| Meeting Duration | 40 minutes | Unlimited | Unlimited |
| Recording | ❌ | ✅ | ✅ |
| Screen Sharing | ❌ | ✅ | ✅ |
| API Access | Limited | Full | Full |
| Support | Community | Business Hours | 24/7 |
| SLA | None | 99.9% | 99.99% |
How do I upgrade my plan?¶
You can upgrade your plan at any time through the billing portal or by contacting our sales team.
Technical Questions¶
What browsers are supported?¶
We support all modern browsers: - Chrome 90+ (Recommended) - Firefox 88+ - Safari 14+ - Edge 90+ - Opera 76+
What mobile devices are supported?¶
- iOS: iPhone 7+ with iOS 13.0+
- Android: Android 8.0+ with 4GB+ RAM
- Native mobile apps available on App Store and Google Play
Do I need to install any software?¶
For web-based video calls, no installation is required. Simply open your browser and join the meeting. For enhanced features, you can download our desktop or mobile apps.
What network requirements do I need?¶
- Minimum: 1 Mbps upload/download
- Recommended: 3 Mbps upload/download
- Optimal: 10 Mbps+ for HD video
Security Questions¶
Is Altegon secure?¶
Yes, we prioritize security with: - End-to-end encryption for all communications - SOC 2 Type II compliance - HIPAA compliance available for healthcare customers - GDPR compliance for European users
Where is my data stored?¶
Data is stored in secure data centers in your selected region. Enterprise customers can choose specific geographic locations or opt for on-premise deployment.
Can I use Altegon for healthcare?¶
Yes, our Professional and Enterprise plans are HIPAA compliant and suitable for healthcare communications.
Integration Questions¶
Do you have APIs?¶
Yes, we provide comprehensive REST APIs, WebRTC APIs, and multiple SDKs for easy integration. See our API documentation for details.
Can I integrate with my existing application?¶
Absolutely! Our SDKs support: - JavaScript for web applications - iOS and Android for mobile apps - React Native for cross-platform development - Unity for game development
Do you support webhooks?¶
Yes, we provide real-time webhooks for events like participant joins/leaves, recording completion, and more.
Troubleshooting Common Issues¶
Audio/Video Issues¶
I can't hear other participants¶
- Check your device volume and ensure it's not muted
- Verify browser permissions for microphone access
- Test with different audio output device
- Restart your browser and rejoin the meeting
My camera isn't working¶
- Check browser permissions for camera access
- Ensure camera isn't used by another application
- Try different camera if multiple are available
- Update browser to the latest version
Poor video quality¶
- Check internet connection speed
- Close unnecessary applications using bandwidth
- Move closer to WiFi router or use ethernet
- Lower video quality in settings if needed
Connection Issues¶
Can't join meetings¶
- Check internet connection
- Disable VPN temporarily
- Clear browser cache and cookies
- Try incognito/private browsing mode
Frequent disconnections¶
- Check network stability
- Update browser to latest version
- Disable browser extensions temporarily
- Contact IT department about firewall settings
Screen sharing not working¶
- Use Chrome or Firefox (recommended browsers)
- Grant screen sharing permissions when prompted
- Close other applications using screen capture
- Restart browser if sharing was previously denied
Error Codes Reference¶
Authentication Errors¶
| Code | Message | Solution |
|---|---|---|
AUTH_001 |
Invalid API key | Check your API key in the console |
AUTH_002 |
Token expired | Refresh your authentication token |
AUTH_003 |
Insufficient permissions | Contact admin for role upgrade |
Room Errors¶
| Code | Message | Solution |
|---|---|---|
ROOM_001 |
Room not found | Verify room ID is correct |
ROOM_002 |
Room is full | Wait for space or upgrade plan |
ROOM_003 |
Room is locked | Contact meeting host for access |
Media Errors¶
| Code | Message | Solution |
|---|---|---|
MEDIA_001 |
Camera access denied | Grant camera permissions |
MEDIA_002 |
Microphone access denied | Grant microphone permissions |
MEDIA_003 |
Codec not supported | Update browser or try different one |
Network Errors¶
| Code | Message | Solution |
|---|---|---|
NET_001 |
Connection timeout | Check internet connection |
NET_002 |
Firewall blocking | Contact IT for port configuration |
NET_003 |
Poor connection quality | Improve network or lower quality |
Getting Support¶
Self-Service Resources¶
Documentation¶
- Getting Started - Setup and basic usage
- API Reference - Complete API documentation
- Integration Guides - Platform-specific guides
- Video Tutorials - Step-by-step videos
Community¶
- Developer Forum - Ask questions and share solutions
- GitHub Repository - Open source components and examples
- Stack Overflow - Technical Q&A
Contact Support¶
Support Channels¶
📧 Email Support - General: support@altegon-solutions.com - Technical: technical-support@altegon-solutions.com - Billing: billing@altegon-solutions.com - Sales: sales@altegon-solutions.com
💬 Live Chat Available on our website during business hours: - Monday-Friday: 9 AM - 6 PM PST - Response Time: < 5 minutes average
📱 Phone Support - US/Canada: +1 (555) 123-4567 - UK: +44 20 1234 5678 - Australia: +61 2 1234 5678 - Enterprise 24/7: Available for Enterprise customers
Support Response Times¶
| Plan | Email Response | Live Chat | Phone Support |
|---|---|---|---|
| Free | 48 hours | ❌ | ❌ |
| Professional | 24 hours | Business hours | Business hours |
| Enterprise | 4 hours | 24/7 | 24/7 |
Enterprise Support¶
Dedicated Support Manager¶
Enterprise customers receive: - Dedicated support manager - Priority support queue - Custom SLA agreements - Proactive monitoring - Regular health checks
Professional Services¶
- Implementation consulting
- Custom development
- Training and onboarding
- Architecture review
- Performance optimization
Feature Requests & Feedback¶
Submit Feature Requests¶
We love hearing from our users! Submit feature requests through: - Feature Request Portal - Community Forum - Email: product@altegon-solutions.com
Product Roadmap¶
View our public roadmap to see what we're working on: - Product Roadmap
Beta Program¶
Join our beta program to test new features: - Beta Signup
Training & Resources¶
Documentation¶
- Complete Documentation - Full platform documentation
- API Reference - Technical API details
- Best Practices Guide - Implementation tips
Video Tutorials¶
Webinars & Events¶
- Monthly product demos
- Developer workshops
- Industry conferences
- Customer success stories
Certification Program¶
Become an Altegon certified developer: - Certification Portal
Status & Maintenance¶
System Status¶
Check our real-time system status: - Status Page - RSS Feed - Slack Notifications
Maintenance Windows¶
Scheduled maintenance is announced: - 48 hours in advance via email - Posted on status page - Usually during off-peak hours
Service Level Agreements (SLA)¶
- Professional: 99.9% uptime
- Enterprise: 99.99% uptime
- Credits available for SLA breaches
Quick Help
For the fastest support, please include: - Your account/organization ID - Browser and version - Steps to reproduce the issue - Any error messages or codes - Screenshots if applicable