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Help yourself with Alfie!

Alfie is our AI-powered Alpha Tracker Expert.  

Ask Alfie for help before you give us a call

Ask Alfie

Contact our Support Team

Email, phone, or via our Client Portal

Our Support Team are here to help you, 24x7, every day of the year.


If you would like to help yourself before contacting us, try these options:


  • ask Alfie, our AI Alpha Tracker Expert
  • check the User Guides


You can also read our web pages relating to Alpha Tracker for asbestos software or water hygiene and Legionella.

Alpha Tracker - the best support in the industry

e-Innovation Centre, Telford TF2 9FT

Call: 0333 301 1010 Email: support@start-software.com Portal: start-software.alphatracker.online

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Ticket Classification

Category 1 (High/Urgent)

Category 1 (High/Urgent)

Category 1 (High/Urgent)

These are critical issues which typically affect an entire system such as:


  • system down/unavailable
  • system unusably slow for all users
  • no documents can be produced
  • server failure
  • cyber-security incident


We respond within 2 hours (24x7).

Category 2 (Medium)

Category 1 (High/Urgent)

Category 1 (High/Urgent)

These issues will be important but will usually affect only one or two users:


  • a small number of users cannot access the system
  • a small number of documents or reports cannot be produced
  • the system is running slower than usual but is still useable.


Our target is to respond within 4 hours.

Category 3 (Low)

Category 1 (High/Urgent)

Category 3 (Low)

These are typically low-priority queries or problems, eg:


  • questions about how to use a system
  • cosmetic changes to templates or reports
  • requests for changes or suggestions for improvements


We aim to respond within 8 hours.

We're here to help you 24x7, 365 days of the year


El Bennett, Support Desk

Your Support Options

Standard Support

Standard Support

Standard Support

Call or email us for support 24x7, every day of the year.


Every query is logged in our ticketing system and you'll get an immediate email to confirm.


We'll give you support via phone, email or Teams.


We'll call or email you every 3 months to check in.

Premium Support

Standard Support

Standard Support

You'll have priority access to the Support Team.


We'll also offer you quarterly account management meetings to help your systems run smoothly.


Minor software or templates changes are made at no additional charge.

Copyright © 2024 START SOFTWARE -  Registered in England No: 5940522 - All Rights Reserved 

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