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Welcome to The Alchemex Knowledgebase

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Support Check Points!

If you have queries, issues, problems etc. and you wish to get help, please follow the below check points:

  • Search The Knowledgebase: Enter your search term in the search box above. You should be able to find an answer here.
  • Visit The BI Community: If you could not find a solution in the Knowledgebase, please visit The BI Community at http://community.alchemex.com and post your question in the forums.
  • Contact Alchemex Support Desk: If the above checkpoints cannot assist with your query, please contact Alchemex Support – see procedure below.

The BI Community - Powered by Alchemex

To get the most out of Alchemex Software visit our BI Community where you will find a host of information on Alchemex software, other software products powered by Alchemex, business reporting in Excel, and various support issues. You may find an article, video or discussion thread relating to your query and will have the opportunity to interact online with Alchemex and Excel experts.

Sign up for our free monthly Alchemex Tips and Tricks for continued learning.

Alchemex Support Desk

Have you completed the Check Points?...

Then Alchemex Support Desk is available on Monday to Thursday (GMT+2) from 8:00 until 17:00 and Fridays (GMT+2) from 8:00 until 16:00.

To access the Support Desk you may email your questions, comments or problems to Alchemex Support and one of our consultants will respond within 2 hours of receipt during office hours.

Items to be included when raising a Support issue:

  • The detailed steps to recreate the issue accompanied with screenshots
  • The version of the Alchemex/Intelligence software , the version of Microsoft Office as well as the operating system in use
  • If an issue is related to an Excel Report Template then the affected workbook must be attached to the issue

Alternatively, 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.

Please note the Alchemex Support Desk is second line support for all Sage Intelligence or Pastel BIC queries. Please contact the relevant Pastel or Sage Support Desks directly. Customized reports must be supported by the consultants who wrote them.