Support and routine website update requests are handled through our ticket process so requests can be tracked, prioritized, and completed accurately.
To open a support ticket, send an email to web@getalpha.ca. Please include the affected domain and a clear description of the issue or requested change.
Please explain how the issue can be reproduced, what page or function is affected, and whether the problem is ongoing or intermittent. Clear reproduction steps reduce back-and-forth and help us diagnose the issue faster.
Include the exact page URL, identify the content to be changed, and provide the replacement text or files. If images are part of the request, reference the filenames directly. Images should not be embedded in Word or PDF documents.
If you have a large attachment or a large group of files to send, create the support ticket first, then use our file transfer link. Note the ticket number in the transfer notes so the files can be matched to the request.
If you have a legacy hosting account or Managed VPS that includes email hosting and you need help setting up a device or workstation, please contact your IT provider. That work can also be handled through our parent company, ALPHA IT.
Our support department is available to ALPHA+V3 customers from 9:00am to 4:30pm Pacific time, or 10:00am to 5:30pm Mountain time, Monday through Friday, excluding stat holidays and blackout dates.
Technical support is not guaranteed outside those hours, or on BC and Alberta stat holidays. Support requests are typically reviewed within 10 to 15 minutes during normal support hours.
If you open a ticket during blackout dates and the issue is urgent, state that clearly in the initial email or in a reply to the ticket. Urgent requests submitted during blackout periods may involve an additional charge.
In the event of a larger outage affecting multiple customers, we may post updates on the ALPHA+V3 X account so status information can be distributed quickly.
Most routine content update requests are completed within 2 business days. If a true rush is required, note that in the ticket. Requests received by 2:00pm Pacific or 3:00pm Mountain are reviewed for same-day completion where possible.
Updates requiring more than 30 minutes of work are moved into the production queue. Unless covered by a maintenance agreement, support and update work is billed at $37.50 CAD per 15 minutes.
