ACE SERVICE TECH SUPPORT

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.

GENERAL CONDITIONS OF SUPPORT

Support requests can only be considered if made:

  • from a registered ACE Service Tech App user account
  • for a project, component, feature, or service associated with that account
  • via email or online form submission through our contact us page
  • for issues related to ACE Service Tech App, its components, or Microsoft D365

DEVELOPMENT & CONSULTING SERVICES

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

LIMITATION OF SCOPE

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:

      • general questions about use of the application and its components
      • requests for recommendations related to the use of the application and its components
      • other non-critical general questions

RESPONSE HOURS AND TIMES

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.

STANDARD SUPPORT

LIMITATION OF SCOPE

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:

      • in depth questions submitted via email about the use, features, and functionality of the application and its components
      • up to 2 remote desktop sessions per month for direct interactive assistance for a period not exceeding 1 hour per session
      • email based support with guaranteed 72 hour initial response

RESPONSE HOURS AND TIMES

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.

PREMIUM DEVELOPMENT SUPPORT & PRODUCT MAINTENANCE

LIMITATION OF SCOPE

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

      • Inclusion in a Microsoft Teams Room with direct access to development staff for technical or development questions and requests
      • Access to updated product releases and the ability to directly shape the release ensuring the features you need are included.

RESPONSE HOURS AND TIMES

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.