Alight Support
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Alight Support

Alight provides you several avenues for technical support including interaction with real persons…

Technical support — installation and bug reporting

Modeling and implementation support — modeling help billed on an hourly basis

Product updates — patches and feature releases delivered automatically

Alight Forum — online Q&A with Alight experts, consultants and peers

System Requirements — Alight Planning & Training minimum system requirements

Technical Support — Installation and Bug Reporting

For technical support with installation or bug reporting, you may email with your issue, or call 1(800) 960-7717 or (530) 622-5485 for international calls. This category of support is free of charge.

Installation problems Installation issues such as system compatibility, crashes, activation, or re-activation get sorted out quickly, particular if you send us an email ahead of time describing the issue. If you need to talk to a human being right away, call the tech support line.
Bug reporting Email us with a description of the problem and the steps for reproducing the bug, or a screenshot. If the problem involves potential corruption of your Alight (.amo) file — e.g. where incorrect behaviors appear when your file is opened — attach the Alight file to the email. We'll take you seriously, and get the problem fixed on a fast track!

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Modeling and Implementation Support

If you need help with a modeling problem, or you simply want someone else to build your model so you can focus on the assumptions and analysis, Alight and our certified partners provide fee-based consulting services.

All consultants are planning and modeling gurus who know Alight Planning in-depth and have been in the trenches building financial plans for large and small companies.

Modeling support can be as simple as you sending a model file to one of our consultants with a description of the problem. The consultant creates an example solution with your plan file and then “hands off” the solution to you live over the internet.

Alight and its consulting partners also do full systems integration projects. Deliverables for expanded projects typically include:

  • Scoping the project and developing a project plan
  • Building a planning model including setting up structures, linking and calculations
  • Building an actuals model including scoping sources, mapping, linking and calculations
  • Setting up import and maintenance procedures
  • Setting up reports: budget interfaces, rolling forecasts, plan comparisons and key measures
  • Admin and user training

Hourly support is also available for simpler modeling questions.

For Alight Planning customers, consulting support is also available to help set up multiple user privileges and processes.

The billing rate for Alight’s in-house consultants is $200 per hour. Alight’s certified consultants set their own rates.

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Product Updates

Product updates for bugs, features additions and other items are delivered to customers on an automated basis. Once a week the Alight application automatically logs into our website server to check for updates. If your system requires an update, you are informed and given an opportunity to OK or Cancel the update download and automated installation.

Product updates are included in the Annual Service Package.

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Alight Forum

The Alight Forum is where you can get quick answers to simple and complex modeling problems from other customers, Alight certified consultants or Alight staff. The forum is also Alight’s distribution center for posting new Alight Solutions which you may download.

Participation in the Alight Forum is included in the Annual Service Package.

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System requirements

The following are minimum system requirements for Alight Planning:

Hardware: 500 MHz Pentium 3 or faster. 512 megabytes of RAM. Approximately 300 megabytes of free storage for both Alight Planning and Alight Training. Alight User requires an additional 27 megabytes of free disk space. Sound card and head phones or speakers. Video card that supports 24-bit color at a screen resolution 1024 x 768 or higher.

Operating System: Microsoft Windows 2000, XP or Vista.

License Agreement: You may install and use one copy of Alight Planning software as the primary user on a single computer. License Agreement.

Activation: Alight Planning and Enhanced Education & Support require activation using the Product Key(s) sent to you in the Alight Planning Installation Assistance email.

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