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Frequently Asked Questions

Support

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Support FAQ

  • How can I get ACEIT support?

    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 (5:00 AM to 5:00 PM Pacific). We also provide support via our support pages for registered users and through e-mail. ACEIT support questions can be sent to aceit_support@tecolote.com.

  • What is DMS?

    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) Service pack access, (6) Utility files access, (7) CER library update access (per allowed rights), (8) WBS library update access, (9) 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.

  • What is covered under an ACEIT Support Agreement?
    View, download or print an explanation of the ACEIT Software Support and Maintenance Policy

  • Are DMS services included in an annual ACEIT site license?
    Yes, in addition to the time period allowed for running the ACEIT software, an ACEIT licensee is entitled to DMS-type services as defined in their Support Agreement.

  • What is the responsibility of an ACEIT Site Point of Contact (POC)?
    The site POC is responsible for coordinating all ACEIT information to all users at their respective site. Additionally, the site POC will receive all ACEIT software and documentation releases. POC's are responsible for the installation of the ACEIT software for all site users and the distribution and control of the ACEIT software and documentation. Additionally, Site POCs are responsible for alerting all site users to ACEIT support alerts and distributing/installing software patches.

  • Can I get specialized support services?

    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 aceit_sales@tecolote.com 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.

    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.

    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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    (805) 964-6963
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