Our HelpDesk is always ready to assist with any problems you may be experiencing with your system.
The ACS HelpDesk is staffed by dedicated, degreed engineers who know and understand our solutions.
Standard hours for the HelpDesk are 8:00 AM to 8:00 PM ET, Monday through Friday. All customers also have the option of contracting for 24×7 HelpDesk support, where an ACS Engineer is available on-call around the clock to provide support for emergency situations. All HelpDesk critical calls are handled immediately, while lower priority calls are guaranteed to be processed within 4 hours. The HelpDesk acts as a single point of contact and coordinates support services for all components of your delivered system, whether manufactured by ACS or a third party.
ACS maintains a comprehensive database that records and tracks all correspondence with our customers so that historical records can easily be accessed to ensure support personnel have a complete understanding of the system history. ACS customers are provided access to a special customer-only website that includes information on the latest product releases from ACS, software downloads, troubleshooting tips and valuable customer forums.
Support Tracking & Escalation: ACS utilizes the latest technologies to effectively manage and track all HelpDesk calls and system support issues. We guarantee that standard support requests are addressed within a maximum of 4 hours from the time of call, though usually this time is much less. All critical system calls are immediately routed to an available support engineer – no call-backs necessary. We utilize a call escalation policy that ensures that critical issues are given the priority attention needed, and we allow customers to view the status of support tickets online at any time. Survey feedback for each incident helps us ensure that we are continually improving our support processes and providing the outstanding level of service that all ACS users have come to expect.
The ACS Community provides a forum where you can ask questions and get answers from other ACS Customers, get tips and best practices, chat about key topics with your peers, and add ideas for future improvements. The Community also houses a fully searchable Knowledge Base, where you can easily locate manuals, release notes, tech notes, videos, webinars and much more. You can also open, view and manage cases from within the Community and get news and alerts about upcoming events. Check it out at: community.acspower.com
For over 40 years, ACS has demonstrated the ability to support utility customers’ needs in functionality and customization of their systems. Our primary mission is to support and respond to our customer’s needs in “real-time”.
Our flexible approach to support programs, together with our expert engineering staff, is the reason why our systems never become outdated and our technology is future proof.
Every system is operated and configured differently, and each utility is unique, however the core technology is based on a proven architecture that allows you to update, patch and upgrade your system online. We have a portfolio of programs and services which are intended to meet our customers’ needs. You can get the assistance you need, and discuss or activate any of these programs, by calling 800.241.7317 or by email our service agreement department sa@acspower.com
For more detailed information please review the Services Guide, as well as the General Terms and Conditions of Sale.
