ACS Support Center
The ACS Support Center is staffed with a dedicated team of highly experienced analysts and engineers. Support is available 24/7 and the center is staffed to provide timely support to clients in all time zones.
Support requests may be submitted via the ACS website, phoned in, faxed, or emailed. When submitting support requests Clients assign a priority level to the task. All Priority Level 1 tasks are started immediately. Many tasks with other priority levels also receive same-day service. All tasks are assigned a Customer Support Log (CSL) number and clients can view the progress of any of their open CSL's at our website at any time.
The Support Center also communicates with the User Community via email in the form of "customer alerts," which share information that may impact client operations. On the Client Support webpage, ACS maintains a list of recent alerts and provides the ability to perform keyword searches across the Advantage knowledge-base.
Because clients have the ability to upgrade their software up to three times per year to ensure they have the newest features and latest technology, the support center staff conducts webinars on popular topics, including new features available in each release. And, of course, customized onsite training and consulting is always available.
The Support Center also maintains a support blog, called AdvantagePoint, on the client portion of the ACS website, which highlights new features, upcoming events, training course schedules, upgrade news and webinar topics and dates. It also provides technical tips and features a different client profile each month.
In addition to the blog, the Support Center hosts a message board for clients to exchange questions or share information with each other and to submit tips and tricks. The support center monitors the message board and helps users connect with each other, if necessary. ACS is a strong supporter of the User Community and has a Support Center representative on the User Group Steering Committee. This committee hosts an annual conference for all users where ACS presents on topics selected by the user community. The conference exchanges are one of the best sources of client input on new developments in the software.