Aloye Computer Enterprises is committed to maintaining high standards of technical support when required by our users, and to setting and meeting clear expectations.
The expectations described below represent our support guarantees. In practice, we seek to exceed those expectations.
Support requests can only be considered if made:
Aloye Computer Enterprises provides development and consulting services to help you customize and more fully integrate our apps and services with your business needs. Additional charges apply. Contact us for a customized quote.
Basic support for ACE Service Tech App entitles you to receive Basic Support for issues related to ACE Service Tech App, its components, and Microsoft D365 for customers who license their Microsoft Tenant with us.
This includes:
Basic support is offered on a best-effort basis.
We do not guarantee response times under Basic Support. Depending on the nature of the issue and other support priorities for our team, you may receive a response from within less than an hour to a few days.
If guaranteed critical incident response times from our team are required, please contact us to discuss this.
Purchasing a Standard Support Contract for ACE Service Tech App entitles you to receive Standard Support for issues related to ACE Service Tech App, its components, and Microsoft D365 for customers who license their Microsoft Tenant with us.
This includes all items listed in basic support plus the following:
Standard support is offered on a best-effort basis.
We do not guarantee response times under Standard Support. Depending on the nature of the issue and other support priorities for our team, you may receive a response from within less than an hour to a few days.
If guaranteed critical incident response times from our team are required, please contact us to discuss this.
Purchasing a Premium Development Support and Product Maintenance Contract for ACE Service Tech App entitles you to receive premium development support for issues related to ACE Service Tech App, its components, and Microsoft D365 for customers who license their Microsoft Tenant with us. This plan also entitles you to receive maintenance updates with new features and enables you to directly shape the features we release.
This includes all items listed in standard support plus the following
Premium Development support is offered on a best-effort basis and because you are in a Teams Room with the developers, you will likely receive a response fairly quickly.
For legal reasons, we must declare that we guarantee an initial response to your inquiry within 24 hours.
However it is highly likely you will receive a comprehensive response within 12 hours or possibly sooner.
If guaranteed critical incident response times from our team are required, please contact us to discuss this.
