Premium Support

ACEware Systems, Inc. is committed to providing extraordinary Customer Support. With your Support and Maintenance Agreement (SMA), you receive:

Dedicated Technical Consulant: A dedicated ACEware technical consultant who is responsible for providing technical support to you. Other consultants will be available should the primary consultant be unavailable for a lengthy period.
Product Support: Support of our ACEware products via email, telephone, or Zoom meeting (to connect when appropriate to help with specific support needs). Support includes providing help with procedures such as setting up users in the Student Manager database, adding/editing records, running reports, basic report/email template modifications, data cleanup procedures, troubleshooting errors, and applying updates.
Updates: Complimentary upgrades to your ACEware software products.
Customer-Only Resources: Access to the customers-only section of our web site where you find upgrade files, tools for use with the Student Manager database, and copies of web interface templates.
Help Center: Access to our Help Center documentation.
Training Materials: Access to webinars, guides, and training manuals that can be used by your unit for training.
Newsletters: Access to our quarterly Newsletter, and the Newsletter archive.

What is not included in my SMA?

Your SMA does not cover these situations:

On-Premise Customers ONLY: We do not support the configuration of your on-premises set up. This includes network connections, email server configuration, firewall configuration, SSL installation/renewal, network user account creation, security set up to access the ACEware folders on the network, and printer setup. These will be the responsibility of your institution's IT department.
Data Conversion: We provide data conversion services on an hourly basis. If you need data conversion, please contact us for a price quote.
Data Recovery: Recovery of data resulting from losses due to, but not limited to: user error, hardware failure, improper backup procedures, and allowing other software to access the Student Manager database files without prior authorization from ACEware Systems. Note: As a fee-based service, ACEware Systems will make every effort to recover data but is not able to guarantee success.
Technical Support for Non-ACEware Software: The SMA does not cover technical support for software created by entities other than ACEware Systems.
Custom Services: The SMA does not cover custom services such as creating custom reports, creating/editing custom web registration forms (i.e. supplemental data or express registration forms), creating/editing custom email templates.

We can provide custom programming for your various needs. Custom programming is assessed on an hourly basis. Contact your technical consultant for a price quote.