How to Get the Most From Your Riverace Support Service
Thank you for selecting Riverace as your ACE Support Services provider! We very much appreciate the trust you place in us, and we're committed to serving you with excellence. Our job is to help you succeed with ACE, and the information on this page is here to help us toward that goal. It contains all the information to help you submit issues or questions, and get the information you need quickly.
Using the Support Tracking System
We use a support tracking system to be sure that all the issues and questions you submit are handled properly and quickly. All annual support customers designate their support contact(s) and we create an account in the support tracking system for each reported user. Per-incident support users also get an account created in the support tracking system, but there is a small delay between purchasing the incidents from the Riverace store and when the account is created.
There are two ways to submit issues to this system (per-incident customers who have not yet received a support system account ID should use the first method)::
- Fill out the PROBLEM-REPORT-FORM located in the top-level ACE_wrappers directory. Email it to acehelp@riverace.com. Please be sure to fill out the form completely, including platform and configuration information. Including the form's content in the body of the email is preferred to attaching it.
- Go directly to the support tracking system's page: acehelp.riverace.com. Log in using your assigned account ID and password. From that page you can obtain a list of your issues or click on "Submit an Issue" in the menu column on the left hand side of the page. The form for submitting an issue asks you to fill in much of the information that the PROBLEM-REPORT-FORM requests, so there's no need to fill out the form - simply include all of the information requested on the New Issue page.
Working with Issues
Once an issue is submitted by either method above, the following process takes place:
- Riverace will assign someone to your new issue. You will receive an email message when this happens.
- Riverace will review your issue and either report an answer, supply a fix, or ask for more information. In any of these cases, you will receive an email message with the information. If you need to supply more information, you can follow the link in the email to the web page for your issue. Click on Add Note to Issue to add more information. You can also click on Attachments to attach files such as source files to the issue.
- When Riverace believes the issue has been resolved or answered successfully, the issue will be closed.
- If you disagree that the issue is closed, you can still add a note to the issue to tell us why. We'll re-open the issue and continue working with you for a complete resolution.
When you receive email from the support tracking system, it will say to not reply to the message. You can ignore that if you like. When you need to add more information or respond to a question from Riverace on the issue, you can follow the email's link to the issue's page, or reply to the email. Replies will go to the issue's records.
Knowledge Base
The Knowledge Base is integrated into the support tracking system. It contains the answers to frequently asked questions (FAQs) about ACE and ACE's usage, ways to overcome common problems, and no-cost access to value-added ACE kits such as Riverace-released Fix Kits. There are links to the Knowledge Base in the menu panel on the left hand side of this page, and also in the menu panel of the support tracking system's main page.