Emergency Support Protocol


  • ACE POS maintains a 24-hour call service for emergencies

  • Non-emergency inquiries and email support are handled during local office hours: 09:00 to 17:00 EST Monday to Friday

  • Please note: after-hour emergency assistance is only available to active support plan members

In non-emergency situations, please contact us during our regular business hours: 09:00 to 17:00 EST, Monday to Friday

What is an Emergency Support Call and When to Call?

Critical operation of your point of sale system is impeded. Examples include:

  • Your workstations cannot connect to the server

  • You cannot log into the software application on any workstation (not internet connectivity or password related)

  • Impending hardware failure and you need assistance backing up your POS system

  • Cannot process a sale due to a software error message (pop-up)

  • Cashdrawers are not opening

  • Receipt printers are not operating

  • NOTE: In a situation where your server computer is down as a result of a hardware failure, the emergency support team will not have the tools to re-install or transfer your software license if you are not running the latest version of ACE Retail 3000. If you are running a legacy version, the emergency support team will do their best to assist you with backing up your database and will need to escalate the issue.

What is not an Emergency Support Call?

When operations are NOT critically impeded. Examples include:

  • Internet is down

  • Any training-related issues

  • An ongoing issue that requires support escalation

  • A request for a software license re-installation or transfer

  • A request to install an additional software license

  • Setting up system configurations or programs

  • Some features have issues but payments can be processed

  • Changing promotions or product pricing

  • Secondary hardware (e.g. label printers) are not operating

  • Import of inventory items

  • Synchronization errors

  • Issues regarding inventory levels

How to Contact Support during an Emergency?

During an emergency please follow this protocol:

  • Call our Support line (+1.416.221.2555 or +1.855.660.2555) and inform the live agent that you have an emergency technical support issue. A support ticket will be opened for you and you will be patched to our first available emergency support technician.

  • Emails are not monitored during after-hours support. Please call if the matter is urgent.

  • Calls are tracked and deducted as part of active support plans.

Last modified: Jan 1, 2018

Contact Us

Our Address

Call Us

Main Office

IBM Innovation Space

3600 Steeles Ave E, Suite B109

Markham, Ontario

Canada  L3R 9Z7

ACE POS Solutions Ltd.



  • Grey Facebook Icon
  • Grey Instagram Icon
  • Grey LinkedIn Icon
  • Grey Twitter Icon
  • Grey YouTube Icon

ACE POS, the ACE POS Logo, ScanNow and all other ACE POS company, product and service names and slogans are registered trademarks of ACE POS Solutions Ltd. 
Terms of Service
ACE Retail, ACE Retail Head Office and Store on the Go are registered trademarks of Advanced Computing Edge Ltd. Other names and marks are the property of their respective owners.