Support Handbook
I. Login to Support
Login using your Alleo credentials
To update your notifications go to “my settings” - find it under your account initials.
On the left bar you can find your configurable settings
II. Opening a Support Ticket - Best Practices
Login to https://support.withalleo.com
Select “submit ticket”
Fill out the required fields
Recommended to provide detailed steps to reproduce the issue
Recommended to provide logs if there was an outage or slowness
Ideal to provide a screenshot or video of the issue
Submit ticket
III. 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 | 4hr | 8am-5pm US Eastern |
Severity 2 | 1 business day | 8am-5pm US Eastern |
Severity 3 | 2 business days | 8am-5pm US Eastern |
Severity 4 | 5 business days | 8am-5pm US Eastern |
Status | Definition |
New | Ticket just opened with no reply back from Alleo |
Open | Alleo is working on the ticket and does not need additional info from the customer. |
Awaiting Your Response | Awaiting a response from the customer. |
On-hold | Alleo has responded but is not actively working on the ticket. If a bug is identified and a development ticket created, the status will be on-hold until the bug fix is released to production. |
Closed | Issue has been resolved. |