ACE Support: Outages, Tickets and Help Center Tools

This guide provides comprehensive instructions on how to report an ACE system outage and request support for other issues. It covers:

Reporting a down system.
Submitting tickets for non-outage issues.
Using screenshots to enhance support tickets.
Checking ticket statuses.
Utilizing the ACE Help Center for additional resources.

ACE Outage (Down System)

A down system is when no users can log in. Follow these steps to report the issue immediately.

Reporting an Outage

Business Hours (5 a.m. – 5 p.m. PT, Monday–Friday, excluding holidays):
1. Submit a ticket with "Down System" in the subject line for priority handling.
After Hours or Holidays:
1. Call: 360-604-3531, option “7.”
2. After-hours calls for down systems are routed to an answering service. You can request a technician for urgent assistance.
3. Do not email or submit a ticket during these times, as no one will see it. Calling is the only way to ensure the issue is addressed.
Availability:
1. Outages can be reported 24/7, including holidays. Regular business hours are 5 a.m. to 5 p.m. PT, Monday through Friday.
2. Regular support is only available during business hours. After-hours and holiday support is strictly for down systems.
3. For information about support during holidays, see the InterProse Holiday Schedule.
Important:
1. A $400 fee applies if after-hours support is misused for non-outage issues.

Submitting Tickets for Other Support Issues

When you encounter issues that are not related to a down system, you can submit a ticket for support. Submitting a ticket ensures that your issue is logged, tracked, and addressed by the appropriate team.

Eligibility: Only Admin users can submit tickets to ensure proper authorization.
Steps:
1. Go to Help → My Tickets in ACE.
2. Click Submit a Request in the new browser window.
3. Provide:
  1. An identifiable issue summary.
  2. A detailed description (e.g., username, steps, screen, account number, date, time).
  3. Attach a screenshot.
Tips:
1. Attach screenshots for clarity. See Create Screenshot below for guidance.
2. Tickets are managed via Zendesk and tracked for efficient responses.
3. For details on how tickets are prioritized and response times, refer to the Support Ticket Triage Matrix.

Creating a Screenshot

Screenshots provide valuable context to support your ticket. Follow these steps to create and include a screenshot:

Capture the Page:
1. Include key details such as fields, statuses, error messages, and the URL in your browser’s address bar.
Describe the Issue:
1. Provide additional information, such as:
  1. What you were doing when the issue occurred.
  2. Steps to reproduce the issue (if applicable).
  3. Exact error messages displayed.
Submit the Screenshot:
1. Attach the screenshot and all relevant details to your support ticket. Clear and detailed submissions enable the support team to assist you more effectively.

Checking Existing Tickets

You can monitor the progress of your submitted tickets in ACE. Here’s how:

Go to Help → My Tickets in ACE.
View:
1. Tickets submitted by you.
2. Tickets copied to you.
3. (If permitted) Tickets from your organization.
Focus on Pending Status:
1. Indicates additional info is needed from you.
2. Tickets auto-close after four days without a response.

Zendesk Ticket Status Codes

Understanding ticket status codes helps you track progress effectively:

New: Not yet worked on.
Open: Actively being worked on.
Pending: Waiting for your input.
Hold: Sent to another department/vendor.
Solved: Resolved and awaiting closure.
Closed: Finalized; no further changes.

For support response times and availability, see the Support Ticket Triage Matrix and InterProse Holiday Schedule.

ACE Help Center

The ACE Help Center is your go-to resource for learning more about ACE features and resolving issues.

Access:
1. Directly: docs.interprose.com.
2. Via ACE: Help → Get Help.
Features:
1. AI-Driven Search: Quickly find answers using an intuitive search bar.
2. Knowledge Base: Detailed guides on ACE features and functionality.
3. Release Notes: Stay updated on improvements and fixes from each release.
4. Security & Compliance Documents: Access documentation on InterProse’s security and compliance standards (e.g., SOC2, HIPAA, PCI DSS) through the InterProse Trust Center. Request access via the Security button in the ACE Help Center.
5. Chat with Us: Located at the bottom left of the screen for real-time support.