Technical Support
Alight provides you several avenues for technical support including interaction with real people...
Technical support is delivered as part of the Annual Service Package which is automatically included for the first year in all software license agreements. In year two and following years, the Annual Service Package is 20% of the underlying software configuration at then current prices.
Below are descriptions of the components of the Annual Service Package.
Live Technical Support
The Annual Service Package includes live technical support for installation assistance and bug reporting.
- Installation call Your purchase of Alight Enteprise 6 or Alight Desktop 6 begins with an installation email and followup installation telephone call. Our customer support team guides you through the initial install checking for system compatibility, activation, and file structure setup. Alight Enterprise 6 software is typically installed in 30 minutes. Alight Desktop 6 is installed in 10 minutes.
- Bug reporting Email us with a description of the problem and the steps for reproducing the bug or a screenshot. We typically turn around fixes in a day or two.
For technical support, you may call (800) 960-7717 or (916) 358-8710.
Alight Customer Center
The Annual Service Package includes access to the Alight Customer Center. Components of the Customer Center include access to:
- Alight Training Center Organized into eleven sections, Alight Training includes 15 hours of online recorded materials delivered by the Alight consulting and sales support team. Each section includes exercises with custom training files that let you follow along with the instructor and enjoy a true 'hands on' experience.
- Alight KnowledgeBase An extensive and continuously growing library of more than 100 white papers, best practices, and solutions. Delivery formats include PDF written documents, flash movies, and Alight Planning example files.
- Alight Implementation Manual Downloadable PDF of the Alight Implementation Manual: 400 pages of written materials covering all features and functionality of Alight Planning software.
Product Updates
The Annual Service Package includes product updates for features additions and bug fixes. Alight issues feature additions, called point releases, approximately every three months. Bug fixes also called patches, are delivered periodically as required.
The update processes is automated over the internet. Once a week the Alight application installed on your server or desktop machine automatically logs into the Alight website server to check for updates. The update system compares your current version with the latest release. If your system requires an update, you are informed by an alert and given an opportunity to OK or Cancel the update download and automated installation. The check for updates can also be done manually.
Indexed Help System
Alight Planning software includes a comprehensive context sensitive Help system with hundreds of clearly written feature explanations and step-by-step 'how to' instructions with screen shots.
The Help system is indexed for easy reference and also includes a powerful search function with * and ? wildcard support.
System Configuration
The recommended system configurations for Alight Planning can be found here.
Other Information
- 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 the Annual Service Package require activation using the Product Key(s) sent to you in the Alight Planning Installation Assistance email.
