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 https://alyce.zendesk.com/hc/en-us or in dashboard.alyce.com.
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. 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.
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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.
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 when our team will be unavailable and focusing on our #5to9s:
2024 Holiday Schedule
| Date | Holiday |
|---|---|
| Monday, January 01 | New Year’s Day |
| Monday, January 15 | Birthday of Martin Luther King, Jr. |
| Monday, February 19 * | Washington’s Birthday |
| Monday, May 27 | Memorial Day |
| Wednesday, June 19 | Juneteenth National Independence Day |
| Thursday, July 04 | Independence Day |
| Monday, September 02 | Labor Day |
| Monday, October 14 | Columbus Day |
| Monday, November 11 | Veterans Day |
| Thursday, November 28 | Thanksgiving Day |
| Wednesday, December 25 | Christmas Day |