We are a team of Engineers and certified Union Elevator Mechanics offering comprehensive Technical Support services for a range of Elevator and Escalator products within the industry. Our operations are fully licensed and insured in the State of North Carolina. In addition to technical assistance, we provide a dedicated mobile application for service technicians containing an extensive equipment database. We offer training sessions to enhance equipment familiarity, encompassing areas such as print reading and board diagnostics. Moreover, we can supply troubleshooting simulation software tailored to individual mechanics needs. Presently, we have established partnerships with various independent elevator companies, equipping them with the necessary resources to maintain proprietary equipment, including but not limited to Schindler 3300, Otis GCS, Kone KCM, TKE TAC32Ts, H, and 50-04s.
 
 
1. Our contract pricing is structured accordingly:

        a. Tier 1, The standard monthly service fee for 5 to 15 mechanics is set at $500.00 per 5 mechanics.  In addition to the monthly service fee, our charges are $5 per minute for the period between 8:00 am to 5:00 pm EST and $10 per minute for support outside these hours, including National Holidays. Adjustments can be made to accommodate West Coast time zones. Alternatively, for those without monthly contracts, the rate is $10 per minute on a prepaid basis. Includes all deliverables.

      b. Tier 2, set up for up to 15 to 20 mechanics and 12 hours of talk time, including a monthly 1-hour training course for a flat fee of $5000.00 a month. All overtime and minutes used over 12 hours will be billed additionally. Includes all deliverables. Tier 2 is priced at $5,600 and you save $600 a month.
 
       c. Tier 3, If you would like to sign up your entire service department for a flat fee every month, this would include all deliverables, overtime when available, training when scheduled at no extra cost, it would usually be the price of $15,000.00 to $21,000.00 a month.
 
2. In addition to the monthly service fee, our charges are $5 per minute for the period between 8:00 am to 5:00 pm EST and $10 per minute for support outside these hours, including National Holidays. Adjustments can be made to accommodate West Coast time zones. Alternatively, for those without monthly contracts, the rate is $10 per minute on a prepaid basis.
 
3. Upon entering into an agreement with us, we request all clients to contribute to a retainer, which is a one-time upfront payment at the contract's commencement. The retainer amount is determined based on the anticipated call volume size. For instance, a contract involving five mechanics regularly seeking tech support would necessitate a $3,000.00 initial retainer payment. At the end of each month, we compile all minutes utilized, prepare a detailed monthly report featuring mechanics' details, job sites, call durations, and deduct the minutes from the retainer in addition to the monthly service fee. Clients are then required to replenish the retainer to its original sum at the end of the month, ensuring that they are charged only for the services utilized.
 
4. We offer remote training sessions conducted via platforms such as Webex, Zoom, and Google, covering various technical aspects such as troubleshooting, wiring diagram interpretation, and meter usage, among others. The training costs $300 per hour and will be subtracted from the retainer at the end of the month upon usage. Limit to 3 classes a month.
 
5. Our services encompass a wide array of solutions for the Elevator and Escalator industry, catering to complex technical queries and scenarios such as board compatibility assessments, equipment upgrades, part replacements, drawing markups, and installation assistance. We extend support to mechanics encountering challenges on the job and provide guidance on sourcing service tools for proprietary controllers, software recovery, and other pertinent issues.

 

 Deliverables

 

- Remote desktop troubleshooting covered under the Monthly Service fee.

 

- Training sessions on various topics, including print reading, meter review, drive theory, and specific equipment manufacturers, with minutes deducted from the Retainer as needed.

 

- Access to the ACE Technical support website/app, inclusive in the Monthly Service fee.

 

- Management of Google Drive documents and individual mechanic email access covered by the Monthly Service fee.

 

- On-call elevator maintenance/technical support with minutes withdrawn from the Retainer.

 

- Software repair and recovery services available for all equipment at an additional cost per request.

 

- Discounts on service equipment from third-party vendors, included in the Monthly Service fee.

 

- Monthly reports detailing mechanics' calls covered by the Monthly Service fee.

 

- Email-based tech support responses included in the Monthly Service fee.

 

- Drawing markups for various upgrades and changes, covered under the Monthly Service fee.

 

- Apon request Product Bulletins on all equipment can be delivered to any emails that were provided to ACE by the customer. Covered by Monthly Service fee

 

 

We commit to responding to callbacks within 30 minutes; in cases where this timeline cannot be met, ACE will arrange a scheduled time with the customer, all covered by the Monthly Service fee.