Technical support is a vital consideration when choosing a payroll system. Ace Payroll takes great pride in both the quality of support it provides and also the terms on which this is done.

Every line of code in the Ace Payroll program has been written by our company. We do not use third party utilities, buy other peoples source code or contract out our programming. This gives us complete control over our product, and means we can support our product better than any other payroll company.

We are always willing to go the extra mile to help our clients when they have a problem with their payroll. We believe that payroll software is probably the most important thing on your computer - quite simply, it has to work. Consistently. Our reputation is built on being able to provide the correct answers, in an easy to understand way, when they are required.

Unfortunately, some software companies have the arrogance to force a support policy onto its clients. This is something we shall never do. With most software you either purchase a support contract which gives you access to support services for a yearly fee, or you pay for support when required via an 0900 number. We offer both of these choices and let you choose the one that is right for you.

The price of Ace Payroll includes 6 months 0800 support, and any upgrades required. This means you will pay nothing additional for support during the period when you will be using our support services the most. Many companies have you calling an 0900 number from the day you purchase their software - this can effectively double the cost of the software! This is something we shall never do.

After 6 months, you have a choice of either our contract or casual support plans.

A standard Ace Payroll support contract starts at $195 per annum. This price includes reasonable toll free support and all upgrades required.

Upgrades are sent out automatically at no extra charge.

During busy periods you receive priority from our helpdesk.

Our contract support phone number is 0800 223 729 or 0800 ACEPAY

If you do want the commitment of a support contract, we will provide casual support on our 0900 592 437 number. Calls cost $2.25 per minute. Whenever there is a major upgrade we notify you and give you the option to purchase it. The standard cost of these upgrades is $120 for a single user that complies with the casual terms by using the 0900 number. There is usually one upgrade a year.

Ace Payroll is unique in that it contains many features to diagnose problems with your data files that we can repair. This service is a last resort, but it can save you days, if not weeks of data entry if you ever have a major problem and do not have a backup disk. If you are on contract support, this service can be performed at no additional cost. If you are on casual support, the cost of this service is $90 an hour. Ace Payroll is the only payroll software company able to offer this service.

Some of our competitors heavily advertise on site training and payroll tuition services. Quite frankly, we believe that the majority of on site support is time and money wasted. Software companies are too quick to arrive at your business with a manual in one hand and a hefty invoice in the other. We have found that the majority of problems can be solved via our telephone support services, and would encourage you to use these before seeking on site support.

However, if you decide you do require on site assistance, we are able to refer you to an appropriate person in your area. Charges vary, but are in the range of $40-$90 per hour.