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.
If you have a legacy hosting account or Managed VPS service 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.
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. Unless covered by a maintenance agreement, support and update work is billed at $37.50 CAD per 15 minutes.
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 plan is billed at the then-current applicable rate according to your agreement.
