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Q. How can I get ACEIT support?
A. If you are a registered ACEIT user and your site has
paid its license or annual DMS fees, you can access ACEIT Technical Support via
Web site, email, or telephone. ACEIT Technical Support is usually available M-F
from 5AM to 5PM Pacific Time.
To obtain Issue correction services, Customer must notify Tecolote immediately
of any suspected Issue and must provide Tecolote with reasonable detail of the
nature of and circumstances surrounding the Issue. Use phone support for
priority 1 and 2 Issues only, electronic (email or web) for all others. For all
support requests the following information is required: (1) product, (2)
version number, (3) OS platform, (4) serial number, (5) site name, (6) Point of
Contact (POC), (7) description of the Issue.
Telephone support at 805-964-6963 x211 (5:00 AM to 5:00 PM Pacific). We also
provide support via our Web site and through
e-mail. ACEIT support questions can be sent to
.
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Q. What is DMS?
A. ACEIT Distribution, Maintenance, and Support (DMS)
provides for:
Software Distribution
Tecolote will provide customer with updates, access and distribution of latest
software releases and product documentation
Software Maintenance
Tecolote will provide engineering support to diagnose and resolve errors and to
design and develop enhancements for future releases. Tecolote will only fix
Issues deemed extremely critical to the latest version of the impacted software
application.
Technical Support
Tecolote will provide technical support inclusive of (1) electronic support, (2)
remote internet support (e.g. Net Meeting), (3) Issue identification/isolation,
(4) Workaround identification, (5) Patch access, (6) Knowledge base access, (7)
Utility files access, (8) CER library update access (per allowed rights), (9)
WBS library update access, (10) Access to www.ACEIT.com support Web site
Tecolote will attempt to resolve any support questions posed by Customer. If
Tecolote determines that it would be appropriate to do so, Tecolote may defer
resolution of a support question until a later time. At its discretion,
Tecolote may provide customer with technical support during times other than
the Support Time.
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Q. Can I get specialized support services?
A. a. Tecolote can provide specialized ACEIT support
tasks. These services and resulting products may be procured via separately
negotiated tasks/contracts and are not included within the scope of the basic
software license. Each job generally includes level-of-effort activities
related to ACEIT tailoring and/or cost research. Due to the unique nature of
each task, costs for each effort can only be priced on a case-by-case basis. In
most cases this type of support can be provided through our
Mechanics Training offering. Please contact ACEIT Sales
for additional information. Some examples follow
ACE: Optimize ACE estimates/models to better support rapid
what-if exercises, improve efficiency of input and methodology changes,
increase calculation speed, and ensure utility of outputs/reports (e.g.,
client-specific budget/financial/decision reporting requirements). Review ACE
session files for problems, suggest alternative estimating structures
(WBS/CES), develop specialized ACE functions or model structure to reduce
estimate complexity, session size, and calculation time. Discuss how to
structure the estimate to optimize utility of outputs for management. Show how
to set up sessions to integrate estimates from different team members.
ACDB: Review existing client databases and data sources in
order to determine the utility of incorporating the data into ACEIT's Automated
Cost Database (ACDB). Recommend optimal ways to view ACDB-retrieved data in
CO$TAT and determine approaches to tailoring/normalization (e.g., CES vs WBS,
standardized WBSs, flexible resources, subject keywords, keyword metrics,
standard units, reference tables, etc.). Lead client-analysts through the ACDB
tailoring process and assist database administrator/database entry (DBA/DBE)
staff with any problems. Review and validate data retrieval methods and utility
of reports; examine possible electronic data transfer/updates with ACDB; help
design and/or implement data transfer program(s); and provide additional ACDB
training as required.
Methodology Knowledge Base: Review Assess the utility of
client-unique ACEIT methodology libraries and recommend a development process.
Help review methodology library files for standardization and consistency,
install libraries in the ACEIT system-provided database (if desired, for
sharing across the ACEIT community), and test/validate library applications.
Provide interface specifications for transferring results from other tools to
ACE and help design and/or implement the interfaces. Review and recommend
potential default estimating structures or cost drivers useful as starting
points in building estimates. Link default WBSs to methodology libraries, and
link cost drivers to existing data sources or cost elements (e.g., labor rates,
burden rates, etc.).
Modeling and Simulation Interface & Cost Engineering Tools:
Review automated systems/design engineering tools for potential interface with
the ACE cost estimating engine (we have performed similar work for AFCAA,
AMCOM, NAIC, NSWC, NUWC, TACOM, and weapon system contractors). Design and/or
implement an interface that allows engineers to enter technical parameters in
the design tool, select the desired outputs, and retrieve resulting cost
estimates without ever touching ACEIT. In cases where there are no automated
engineering tools, design and/or implement ACE sessions to perform cost
engineering or other design/cost optimization functions. Structure an ACEIT
Executive application to allow non-ACE users (e.g., engineer, logistician,
project manager) to run design and cost trades within the ACE session - again,
without touching ACEIT.
POST: Optimize POST workbooks to enable rapid what-if
exercises, improve efficiency of input and increase calculation speed. Design
high-level architecture for data flow and identify best practices in using POST
reports. Provide support in using POST and/or the ACEIT API to automate POST
environment and/or create custom user-specific reports.
KNWS: Develop browser-interfaces to access user-developed ACE
models
ACEIT API: Provide training in using the API to automate data
interchange between ACEIT and other applications. Support build-out of ACE
Plug-Ins.
Note: To avoid potential conflicts of interest, we may not be
able to develop estimating methodologies (i.e., do the cost estimate) or
develop estimates for some specific DOD weapon system programs.
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