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Phone Support

Phone Policy

IT Support Team 

The IT Support is here to support you with any technical query you may have about your account or our services. Our team operates entirely from our online Helpdesk via email, for which you can message at any time at help@aluminati.net or the unique help email address for your institution. 

With that in mind, we would like to clarify that this team does not provide over the phone support due to the long resolution times needed for such queries. Our remote-only support means that the cost to your accounts are kept as low whilst still providing quick and reliable support. 

We understand that in some instances, email-only support cannot be conducted in order to correct the error. For these exceptions, we offer a premium option which is chargeable on a time block basis.

Pricing

Gold and Silver customers, as a part of their subscription, are allowed two 15-minute free sessions within one term. Free and Pro accounts are required to pay the below standard fee. 

• Free - £30 for a 15 minutes time slot
• Pro - £30 for a 15 minutes time slot
• Silver - Two free sessions a year
• Gold - Two free sessions a year

Payment Methods

All Phone Support sessions will need to be paid for via a Bank Transfer.

Remote software

When you require a phone support appointment, we will ask you to install remote access software so that we can view and/or take control of your device.

Teamviewer is the best software available for remote access and we use this for all over-the-phone troubleshooting. 

Before your appointment, you will need to have this installed. All you need to do is click and download:

• Windows - https://download.teamviewer.com/download/TeamViewerQS.exe
• Mac - https://download.teamviewer.com/download/TeamViewerQS.dmg
• Andriod - https://play.google.com/store/apps/details?id=com.teamviewer.quicksupport.market
• IOS - https://itunes.apple.com/us/app/teamviewer-quicksupport/id661649585

Appointments

All Phone Support sessions will have to be booked in advance and are up to one hour in length (four - fifteen minute slots). 

When a support ticket is escalated into a phone appointment, you will be requested to prepare for the phone call with all the necessary information that is needed for troubleshooting, as well as having the remote software pre-installed. 

The support team will then confirm a date with and request your phone number. Appointments can be canceled and rescheduled without notice if the user wishes. There is no penalty for this.

Our support team will work with you to troubleshoot and correct the issue using the Teamviewer software, which will allow us to view your screen as well as make changes directly to your account. 

When the call has been completed, a follow-up email will be send by our support team to confirm:

• The time, date and duration of the call
• Clarification as to whether this is the 1st or 2nd appointment of this subscription term
• A description of the issue
• A summary of the resolution completed on the call