This guide is intended to define the Alleo Support best practices for submitting Alleo Support requests. This also defines service severity levels, response times for the severity levels as well as the workflow of the service request.
Opening a Support Ticket - Best Practices
- Login to https://support.withalleo.com
- Select Submit a request
- Complete the required fields
- It is recommended to provide detailed steps to reproduce the issue
- It is recommended to provide logs if there was an outage or performance issue
- It is highly recommended to provide a screenshot or video of the issue
- Finally, select Submit to submit your ticket to the Alleo Support team
* For additional information on tickets, please refer to Submitting and Managing Alleo Support Tickets
Support Hours & Response Times
In the event of an Issue with the Services or the Software, the identified Support Contact(s) should submit a support ticket. Alleo will work to resolve all issues following the SLAs below given the respective severity.
- Severity Level 1 — The Services or the Software are not accessible or not functioning.
- Severity Level 2 — The performance of the Services or the Software is noticeably impaired but continues to be accessible and functional.
- Severity Level 3 — A Support Contact requires information or assistance on the capabilities, configuration, or operation of the Services or Software.
- Severity Level 4 — Operation of software solution is intact, and there is no impact to customer business operations.
| Severity Level | Time to First Response | Support Hours* |
| Severity 1 | 4 hours | 8am-5pm US Eastern |
| Severity 2 | 1 business day | 8am-5pm US Eastern |
| Severity 2 | 2 business days | 8am-5pm US Eastern |
| Severity 4 | 5 business days | 8am-5pm US Eastern |
*Excluding US holidays which include; New Year’s Day, Memorial Day, Independence Day (4th of July), Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve and Christmas Day
Support Workflow
The following is a visualization of the Alleo Support ticket workflow. This flow describes the 5 key status states that an Alleo ticket can assume from inception to completion.
Support Status Definitions
This table describes in more detail the 5 key status states described above.
| Status | Definition |
| New | Ticket submitting awaiting feedback from Alleo. |
| Open | Alleo is working on the ticket and does not need additional feedback from the customer. |
| Awaiting your reply | Alleo is waiting on a response from the customer. |
| On-Hold | Alleo has responded but is not actively working on the ticket. If an issue is identified and a development ticket created, the status will be On-Hold until the issue is resolved and released to production. |
| Closed |
Issue has been resolved. |
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