Support

Need Assistance?

Altify Support is here to help! Contact us by emailing support@altify.com, or by logging in at Altify's Freshdesk portal.

Standard support hours are 4:00 AM to 7:00 PM (U.S. Eastern Time), Monday-Friday. Support issues submitted after these hours will be addressed on the next business day.

After contacting Technical Support, what should I expect?

You will receive an email confirming your case has been created, along with the case number. Please use that case number when corresponding with Technical Support on any follow-up communications.

The following are our response times for each level of issue:

Priority Level Definitions Response Time Commitments
Urgent (Outage) Altify cloud service is unavailable. 1 hour (24 hours a day, 365 days a year)
  • Immediate and continuous.
  • Hourly status updates.
Urgent (Business Critical)
  • Production system defect that prevents business critical work from being done and no workaround exists.
  • Defect causes a material loss of data in the production system.
  • Security-related defect.
 1 business hour
  • Immediate and continuous effort to resolve the defect or provide a workaround.
  • Daily status updates until the defect is resolved or a workaround is provided.
High
  • Production system defect that prevents business critical work from being done and a workaround does exist.
  • Defect violates the material specifications in the documentation and impacts your organization's production system.
 4 business hours Altify will use reasonable efforts to resolve the defect as rapidly as practical, but no later than the next update after reproduction of the defect.
Normal All other defects 1 business day Defects will be addressed in Altify's normal update process.