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 Ticketing System

We use a support tracking system to be sure that all the issues and questions you submit are handled properly and quickly. All support customers designate their support contact(s) and we encourage you to submit all issues through those designted contacts.

There are two ways to submit issues to this system:

  1. Fill out the PROBLEM-REPORT-FORM located in the top-level ACE_wrappers directory. Email it to [email protected]. 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.
  2. Use the support issue submission page: The form for submitting a ticket asks you to fill in much of the information that the PROBLEM-REPORT-FORM requests, so there's no need to include the PROBLEM-REPORT-FORM - simply include all of the information requested on the submission page.

Working with Cases

Once a case is submitted by either method above, the following process takes place:

  • Riverace will assign someone to your new case. Your support engineer will acknowlege your case by email.
  • Riverace will review your case 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 simply reply to that email.
  • 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 case to tell us why. We'll re-open the case and continue working with you for a complete resolution.