If you have a problem while using your software, you may be able to solve it yourself. Before logging a call with Alchemex Support, follow our simple self-help checklist:

1. Record any error messages:
   • Note down the text of any error messages, or - even better - take a screenshot.
   • Record exactly what you were doing immediately before the problem occurred, e.g. what menu options you selected, what keys you pressed, what other programs were running on your PC, etc.
   
   

2. Visit our BI Community where you will find a host of information on Alchemex software, Excel and various support issues

   
   

3. Visit the Alchemex Knowledge Base and search for your software related issue.

   
   

4. Email your questions, comments or problems to Alchemex Support and one of our consultants will respond within 2 hours (during office hours - see below).

   
   

5. Call 0861 102 302 (only in RSA) or +27 31 266 9112 (international) and follow the voice prompts to speak to an Alchemex Support Consultant.

   
   

The Alchemex Support Desk is available on Monday to Thursday (GMT+2) from 8:00 until 17:00 and Fridays from 8:00 until 16:00.
Please note the Alchemex Helpdesk does not support the Pastel BIC - please contact the Pastel Helpdesk directly.
Customised reports must be supported by the consultants who wrote them.

Please refer to our Helpdesk Service Level Agreement (SLA) and our Academy SLA.