At ALPHA IT, we want to ensure that you receive the best possible support experience. This guide will help you understand how to request help efficiently, expected response times, and how to get the most out of our service.

1. How to Submit a Support Request

There are four ways to request help from our team:

A. Through Our Teams App (Fastest Option!)

• Open Microsoft Teams and locate the ALPHA IT Support App in the left navigation bar.
• Click New Request to submit a ticket.
• You will receive updates and responses directly in Teams.
• If you don’t see the app, contact your account manager  or check under Apps in Teams.

📌 More details: Teams Support App Guide​Teams Support App

B. Through the ALPHA IT App

• Right-click the ALPHA IT logo in your system tray and select either Request Support or Take screenshot and request support.
• Fill-in the form and click Submit.

📺 Watch our quick tutorial: How to submit a ticket via ALPHA App​ 

C. By Email

• Send an email to helpme@getalpha.ca.
• Include a clear subject line and detailed description of your issue.
• Attach any screenshots or error messages for faster troubleshooting.
• You will receive an automated reply confirming ticket creation.

D. By Phone

• Call us at 778-441-2535.
• Note: Phone support may have longer wait times during peak hours.
• If no one answers, please leave a voicemail, and a ticket will automatically be generated.
• For critical issues, please state the urgency so we can prioritize appropriately.

2. Tips for Getting Faster Support

• Be Specific – Provide as much detail as possible, including error messages and recent changes.
• Use Screenshots – Visuals help us troubleshoot faster.
• Indicate Impact – Let us know if multiple users are affected.
• Check Self-Service Resources – Our knowledge base may have quick fixes.

3. Understanding SLA Wait Times

At ALPHA IT, we operate as a Shared Services provider, which means we serve multiple clients with a dedicated team of IT experts. Our priority is to ensure that critical business-impacting issues are resolved first. We categorize tickets based on urgency and impact, ensuring that the most pressing issues receive immediate attention.

If your issue is urgent and requires immediate escalation, please reach out to your Account Manager.

4. Meet Nova, Our AI Assistant

We leverage Nova, an AI-powered assistant from Thread, to help streamline your support experience.

• What Nova Does: Nova analyzes tickets, suggests solutions, and assists our team in faster troubleshooting.
• Gathering Key Details: Nova collects essential diagnostic information that our technicians need, ensuring we can start working on your issue right away.
• Automated Fixes: In many cases, Nova can resolve an issue before a technician is even available, reducing your wait time significantly.

You may receive AI-driven suggestions before your ticket is assigned to a technician—if they resolve your issue, great! Otherwise, our team will continue assisting you.