ACE Support Service Plan

Basic Support

• Testing, qualifying, fixing, and escalating errors and potential bugs generated by the ACE system

• Resetting passwords as needed

• Answering customer questions about use and capabilities of the ACE system

• Answering customer questions about where in the system certain account or client information can be found

• Answering field definition questions related to various screens in the ACE system

Advanced Support

• Training and any prep work needed for custom training

• Workflow design and modifications

• Setup of preferred and non-preferred vendors

• ETL profiles (modification of existing and new)

• Custom reports

  • Inventory Designer (modification of existing and new)

  • Logic Blocks (modification of existing and new)

  • SQL Designer (modification of new or existing)*

  • Analytics (modifications of existing and new)*

  • Logi Reports (modification of existing and new)*

• Custom permission roles

• JavaScript (ETLs, Logic Blocks, and Action Paths)*

• Virtual Agent 1.0 (workflow modifications only)

Professional Services

• Custom software development

• Custom reports

  • SQL Designer (modification of new or existing)*

  • Analytics (modifications of existing and new)*

  • Logi Reports (modification of existing and new)*

• JavaScript (ETLs, Logic Blocks, and Action Paths)*

• Virtual Agent 2.0 (modification of existing and new setup)***