Following your implementation, you may still have queries and questions, so it should be comforting to know that our Support team will be on hand to help you. As a key part of the Alterian Professional Services team, our Support Division has access to all the information and expertise you are likely to need.

Alterian Support is available across the Alterian product range.

General Alterian Technical Support

For assistance and support with Alterian Integrated Marketing platform, Engine, DDV, Analytical Workbench, Messenger, Campaign Management and Operational Marketing, product queries please contact support@alterian.com. 

Alterian Content Manager

For assistance with Alterian Content Manager Enterprise and Corporate Editions (formerly Morello and Immediacy), please log on to the respective product extranets for assistance and further contact information. 

Alterian Content Manager Enterprise Edition (formerly Morello):

http://help.mediasurface.com/

Alterian Content Manager Corporate Edition (formerly Immediacy):

http://support.immediacy.co.uk (customers and partners)

How we work

As you would expect, each Support Team uses a sophisticated database-driven call management system, so each call is logged and you can track its progress from start to resolution. We also use a system of severity grading to ensure that the most urgent calls are prioritized. These guidelines use a combination of the issue raised date as well as the severity and customer priority of the issue.