Support for Commercial Network Service Providers

Contact Information for Customer Support

Phone: 301 721 HELP (301 721 4357)
Toll Free U.S.A. and Canada: 800 989 5566
International: +1 301 721 4357
Fax: 301 721 3001
email:

24 Hour Support Options:

ACE*COMM offers 24 x 7 support, 365 days per year for customers in the initial product warranty period, and for customers with Gold level support. Call the Customer Service Line at any time for assistance.

Software Support Options:

Gold:
- Priority 24x365 support
- Web access to Help Desk, Incident Report status.
- Software application problem resolution.
- Professional services support for up to 8 hours/year.
- Software upgrades and documentation updates.
- Access to personal Customer Advocate.

Silver:
- Telephone support during scheduled business hours.
- Web access to Help Desk, Incident Report status.
- Software application problem resolution.
- Professional services support for up to 6 hours/year.
- Software upgrades and documentation updates.

Bronze:
- Telephone support during scheduled business hours.
- Web access to Help Desk and part repair status.
- Software application problem resolution.

Hardware Support Options:

Gold:
- Priority 24x365 support
- Web access to Help Desk, Incident Report status.
- System software application problem resolution.
- Software application problem resolution.
- Hardware problem resolution.
- Professional services support for up to 8 hours/year.
- Software upgrades and documentation updates.
- Access to personal Customer Advocate.

Silver:
- Telephone support during scheduled business hours.
- Web access to Help Desk, Incident Report status.
- Software application problem resolution.
- Hardware problem resolution.
- Professional services support for up to 6 hours/year.
- Software upgrades and documentation updates.

Bronze:
- Telephone support during scheduled business hours.
- Web access to Help Desk and part repair status.
- Software application problem resolution.
- Hardware problem resolution.

For customers choosing Silver and Bronze levels of support, the Customer Telephone Support Service is offered from 8:00 a.m. to 5:30 p.m., U.S. eastern standard time (EST), weekdays. After normal business hours, please continue to use the Customer Service Line at 301-721-4357. After-hour calls will be transferred to an answering service for service the next business day.

Quotes for technical support and information about ACE*COMM support services are available upon request. Send email to You may contact our support department for additional assistance.