ACE Portal Solutions was founded in 2012 by former members of the ACE Help Desk. In addition to this experience, we also had long careers with US Customs/CBP. So we are have expertise not just in ACE tech support, but also in CBP procedures and requirements.
Our expertise enables us to assist ACE users in just about any aspect of ACE processing. In the four years since our founding, we have identified certain ACE issues that make up the vast majority of the requests for assistance that we get from ACE users:
Help Desk issues: ACE users continually express to us their frustration with the ACE Help Desk (Technology Service Desk). Callers are on hold for an extremely long time, and when they finally do get a person to answer, they usually do not know how to solve the issue.
For our clients, we become their alternative to the Help Desk. They call or email us, and we are able to solve most issues without having to call the Help Desk. Certain things necessitate calling the Help Desk because we do not have the access needed to fix the issue. Adding a SCAC code to a carrier account for example. In those cases, we will deal with the Help Desk on your behalf and insulate you from the time wasted and the frustration. For clients, this service is provided at no cost. This service is also available on an ad hoc basis (non-clients).
ACE Reports: ACE users tell us that they find the ACE reports not to be user friendly. Some have said that just when they figure out how to run reports, everything changes. Some complain about incomplete data being produced by ACE reports.
We assist users in getting ACE reports to provide them with the data they need. We provide on line training using live ACE screens to walk users through the process of running a report. We also can provide custom created step by step user guides in how to run reports that users need assistance with. We also can create customized reports based on the data that users say they are looking for. We troubleshoot incomplete data issues to ensure that complete data is being returned by reports.
ACE Training: Users express frustration with on line ACE training aids. They say that materials are very out of date. Screens shown in on line training often don’t even reflect the current screens displayed in the ACE portal.
We provide training in any ACE process using current screen sharing technology. Trainees see live ACE portal screens as we walk through each step of the ACE processes being explained. All questions are answered, and current step by step guides can be created if requested.
In-Bond filing/processing: ACE users have long been frustrated by the many errors encountered when trying to add an in-bond shipment (QP) from the shipment list to a trip. The many glitches encountered by users in this process led CBP to institute the PAPS/in-bond alternative, where in addition to having a broker file an in-bond shipment, carriers must also create a PAPS, which then converts into an in-bond shipment assuming all conditions are met. When the conversion fails, it often only becomes known when the truck is at the border.
We create in-bond shipments for clients directly in the ACE Portal. Once this is done, the in-bond shipment appears in the client’s shipment list in ACE. All they have to do is add it to their trip. There is no need for the broker created QP, or for the carrier to create a PAPS. There is no danger of failure to convert from PAPS to in-bond since our in-bond shipments do not need to convert. They are always in-bond shipments.
In addition to these four areas, we also provide a full range of other services to ACE Portal users. So don’t hesitate to reach out to us about any ACE Portal assistance you may need.
Due to our low overhead, we can usually offer new clients considerable savings on in-bond filing. Our rates are volume based, so contact us for a price quote. Clients that have switched to us tell us that the service is better and costs less than the previous arrangement they had. We are glad to provide references from existing clients. We also offer a free trial where you can have us file manifest/shipments for you at no cost so you can see how we operate. And remember that we provide tech support at no addition cost to clients (companies that hire us to file their manifests/shipments). We also provide follow up service on any manifest or shipment we file. Should there be any issue with CBP, we will intervene with them to address the problem.
Contact us by email or phone for additional information:
Email: inbox@aceportalsolutions.com
Phone: Bob Blanchard at 802-922-0351
Ron Simon at 516-459-8626