Best Practices for Working with Alyce Support

About our Team

Our Customer Support team is here to help when you get stuck!  If you are running into issues, don’t know how to accomplish a task, or don’t know who to contact, please feel free to reach out.

How to Contact Us

We want to make it easy for you to reach our team. You can either reach out in our widget embedded in help.alyce.com or in dashboard.alyce.com or send an email to [email protected].

If you choose to send us an email, you’ll receive an auto-response with your ticket ID in the subject.

Best Practices

  • If possible, check our knowledge base before reaching out (https://help.alyce.com). We’ve worked to make this a great resource for our users. If you don’t find something you’re looking for, let us know so we can add something or update what exists!
  • Include complete details about the issue you’re facing.  Links, email addresses, error messages, and screenshots help us help you with less back and forth.
  • If you need to add cc’s or include more information, replies to the auto-response will append to the existing conversation with our team.
  • If an issue is particularly time-sensitive, include the word “urgent” in the subject which will get our attention as soon as it’s filed.
  • Let us know how we’re doing.  All of our replies have a rating at the bottom, if you think we’ve done great, we’d love to hear it.  If you think we weren’t helpful- we want to know that so we can improve.Image 2021-01-12 at 12.40.41 PM

When is Support Available

Our team works US business hours of 9-5 Eastern Time from Monday to Friday.  We aim to respond to all requests within one business day of filing your request but are often able to respond much sooner.

Over the next year here are the holidays when our team will be unavailable and focusing on our #5to9s:

Date Holiday
October 12, 2022 Indigenous Peoples' Day
November 8, 2022 Give-First Day
November 24 & 25, 2022 Thanksgiving Break
December 26, 2022 Christmas Observed
January 2, 2023 New Year's Observed
January 16, 2023 Martin Luther King Jr Day
February 20, 2023 Presidents Day

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