Resources for ALERE

Services TIW Technology provides for ALERE

Technical Support

TIW offers technical support via telephone/email for a period of one year from date of purchase or until the expiration date of current software maintenance agreement (SMA).

The technical support is designed to answer questions regarding how ALERE functions, what features are designed to do, discuss issues, and other detailed technical questions. Explaining accounting and manufacturing processes and disciplines, training, installation, and systems hardware configuration are outside the scope of this support.

Monday – Friday
9am to 6pm Eastern Time
Phone: 610-258-5161 Menu Option 1
Email: tech@tiwcorp.com

Customizations

Customization services are offered by developer direct from TIW. These options range from report changes to changing or adding major functionalities within your ALERE product. All development work is done in-house by TIW.

Services include:

Developing detailed specifications
Custom programming
Follow-up adjustments
After installation support

Modifications may be written either in advance or completed as time and material.

Contact technical services with questions or requests.

Self Guided Video Training

A series of 15 online training seminars are available for companies with current SMA’s. These videos range in length from 90 minutes to 3 hours, covering the use, best practices, and reports of each module.

These seminars are available 24/7 through the TIW training subdomain. Access to this library of virtual Technical Training Seminars is free to those companies with current SMA’s.

Contact Marketing at 610-258-5161 menu option 2 or your reseller of record to obtain your login credentials.

Consulting

Consulting and training services are available at your site or via a webinar. Understanding ALERE concepts and how to develop best practices around them will help ensure a successful implementation.

Training groups of employees on specific work flow related to their functions can be a more efficient approach to learning ALERE and how to integrate it into a company when it is done on-site or using blocks of webinar time.

Contact Techncial Services at 610-258-5161 menu option 2 to discuss details.

Web Based Factory Instruction

TIW offers web-based instruction. This approach provides a client-driven, focused training approach that addresses your organization’s specific needs. At the same time, it doubles as process consulting time, which can help improve your organizational efficiency.

The one-on-one training may also provide employees with recurrent training, which will assist them in making the most of ALERE’s core and newest features. Alternatively, training may be scheduled as a comprehensive overview to familiarize your staff with new additions to the capabilities of ALERE.

Sessions require a two-hour minimum commitment and may run for a maximum of four hours per day.

Schedule your company’s session by calling Chris at 610-258-5161, menu option 2.

Notifications and eNotes

As an ALERE client you are entitled to receive email notifications whenever there is essential product activity. This includes a General Patch release, Help Manual updates, new Product versions, etc.

Quarterly ALERE eNotes are also published. These often include product use tips, discussions of new features, training information, client profiles, etc.

This service is included with the purchase of ALERE and require only that they be requested using the contact form below or by calling TIW. Any number of individuals at your company are welcome to enroll.

HTML Manual

ALERE contains compiled user manual that is available on every ALERE workstation. Clicking on the “?” on an ALERE screen will automatically launch the Manual and display the corresponding screen with information about its use and supply field level support.

The manuals contents are organized to match layout of ALERE’s ribbon menu to make it easy to navigate and find support.

Each process in ALERE has brief step-by-step instructions in bold font. Following the instructions are operating notes, expanding on the instructions and including hints and tips about the process.

Instructional videos are hyperlinked through in the manual to the TIW website (internet access is required) and provide a brief demonstration of the specific processes.

The manual undergoes continuous review and improvement with updates being made available periodically made for download through the downloads section of TIW website.

An HTML5 version of the manual is available through the TIW Help subdomain.