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 where our team will be unavailable and focusing on our #5to9s:

Date Holiday
September 6, 2021 Labor Day
October 11, 2021 Indigenous People's Day
October 15, 2021 Give-First Day
November 2, 2021 Give-First Day
November 25 & 26, 2021 Thanksgiving Break
December 25, 2021 Christmas Day
January 1, 2022 New Year's Day
January 20, 2022 Martin Luther King Day
February 17, 2022 Presidents' Day
April 20, 2022 Patriots' Day
May 25, 2022 Memorial Day
June 19, 2022 Juneteenth
July 3, 2022 Independence Day
September 7, 2022 Labor Day
October 12, 2022 Indigenous Peoples' Day
November 3, 2022 Give-First Day
November 26 & 27, 2022 Thanksgiving Break
December 25, 2022 Christmas Day