Get help with technical issues, website content updates, and routine support requests. To open a support request, send an email to web@getalpha.ca so your request can be tracked, prioritized, and completed accurately.
Use technical support for problems such as pages not loading properly, forms not submitting, layout issues, broken functionality, login problems, or other unexpected website behaviour.
Use website update support for text edits, image changes, file replacements, new team members, new services, page corrections, and other routine content requests.
If you need to send large files or a large number of files, do not send them by email. First, send your support request to web@getalpha.ca and let us know that your files will be sent through our large file transfer link. Then send all related files together in one transfer whenever possible so they can be received and matched to the request properly.
Email your request to web@getalpha.ca. Email-based support helps keep requests trackable, prioritized, and complete.
Our support department is available to ALPHA+v3 customers from 9:00am to 4:30pm Pacific time, Monday through Friday, excluding stat holidays and blackout dates.
During normal support hours, requests are typically reviewed within 10 to 15 minutes.
We do not provide support for your computers, phones, tablets, networks, printers or email programs, including setting up email on a device. For help with those, contact your IT provider. That work can also be handled through our parent company, ALPHA IT.
If your issue is urgent, state that clearly in your initial email or in your reply to the existing support request. If the issue affects multiple users, core website access, or critical business operations, include that information right away.
Urgent requests submitted during blackout periods may involve an additional charge.
Most routine content update requests are completed within 2 business days. If a true rush is required, include that in the request. Requests received by 2:00pm Pacific are reviewed for possible same-day completion where practical.
Updates requiring more than 30 minutes of work move into the production queue.
Any change, fix or troubleshooting you ask us to do is billable, whether you ask by email or through a support ticket. The exception is work that only we can do on the server, unless it was caused by something on your site or account.
If you have a WP Care plan with included support time, the work comes out of that time first. Anything beyond it is billed at our hourly rate. Support hours from an ALPHA IT agreement do not cover website work.
Support and update work is billed at $37.50 per 15 minutes, with a 15 minute minimum per request.
If something is not working, we will check at no charge whether the problem is with our server or with your website. If it is our server and your website is current, we fix it at no charge. If it is your website, we will let you know, and finding and fixing the problem is billable. In many cases we can fix it for you. Just ask, and we will handle it as a billable request.
Current means fully updated, and not using code or software that depends on outdated or unsupported server software. If an older website stops working after a server update, that is a website problem. DNS changes are billable in most cases.
Sending a request is your authorisation for us to do the work and bill for it. See section 4.10 of our Terms of Use.
Send an email to web@getalpha.ca with the affected page URL, a clear description of what should change, and the final replacement text or files.
Please include the page URL, what is happening, whether the issue can be reproduced, the steps needed to reproduce it, and screenshots where helpful.
Do not send large files by email. Open your support request first, let us know the files will be sent through our large file transfer link, then send all related files together in one transfer whenever possible so they can be matched to your request properly.
An urgent request is one that affects core website functionality, prevents access, causes a major public-facing issue, or has a clear time-sensitive business impact.
Routine support is handled during normal support hours. Requests submitted outside those hours are reviewed when support reopens unless special arrangements have been made.
Once requested work is underway, it is completed through to the appropriate stopping point. Time beyond what is included in your WP Care plan is billed at $37.50 per 15 minutes.
Yes, unless it is work that only we can do on the server and it was not caused by something on your site or account. If you have a WP Care plan with included support time, the work comes out of that time first. Questions about how to do the work yourself may also be billed.