If you have a query on how to do something, have you checked our knowledge articles on the knowledge base? Your query might be answered already! If not, please make it clear in your case by selecting the correct classification when starting a conversation.
To help our customer support team assist you as quickly as possible, please include as much information as you can when submitting your query. Here are some helpful tips-
Select the relevant product or module for the query you are raising to help us to identify escalation routes early.
System / individual module or till down? All users / customers or single user / customer? Financially impacting? intermittent or constant?
What date and time did the item you are querying occur? What kind of frequency did it occur?
We’ll need your direct contact details, not just your name, so we are able to contact you should we require urgent information.
Is the query only occurring for a specific Customer or order? If so we’ll need to know the details.
Which product is the queryoccurring with? Help us narrow it down by providing the SKU.
You get the idea, ID’s are important, so we’ll need these too please!
What exactly are you doing when the query occurs? What are you clicking on? It’s crucial for us to know this information! As well as writing this down, you could also include a screen recording attached to the conversation.
A great way for us to understand your issue is to see it ourselves! Attach a screenshot of the issue or error message and serial number of any hardware so we know what you’re looking at.
Once you have the information listed above you’re good raise your query. If you don’t have a login to the portal, please reach out directly via email or phone to request access.
By including all the necessary information, you’ve saved yourself valuable time – so your query can be answered sooner.
Please remember to separate queries that cover different products or categories.
Should your query need to be advanced, our Customer Support team will work with you to resolve it as quickly as possible at the first point of contact. If additional support is required, it will be smoothly transitioned to our wider specialist teams but regardless of who is looking at your query, your allocated customer support representative will update you every step of the way. Once the issue is resolved, or a viable work around has been agreed, the case will be closed enabling you to serve your customers seamlessly.
You can always check out our knowledge base first, packed with guides and best practices.
Should your query not be resolved by ACE, the Customer Success Team handle cases with a customer-centric approach.
The Specialist Support approaches cases as follows:
The case will be closed once it has been resolved. You will be updated by the team when this happens with an indication to the steps taken to resolve or step-by-step instructions for the agreed work around required.
Each closed case is accompanied by a request to rate the service you received. On occasion we will request additional feedback to help us to improve on your experiences as a customer.
