Frequently Asked Questions
Have a question about Acer DaaS?
You’re in the right place. We’ve prepared a list of the most frequently asked questions to bring you up to speed.

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About

How do I place an order?

To place an order simply go to the product configurator and follow the steps to chose your rental period, hardware, software and service package. At the end of this process you will be provided with a quote and option to place an order.

What is Acer DaaS?

Acer DaaS provides a cost-efficient, all-in-one solution to source and manage all your Acer Chrome PCs, software requirements, storage solutions and round-the- clock service options in one simplified contract.

Contact support

How can I contact Acer Technical support?

Technical support can be contacted as follows:
GERMANY : 04102 7069 813
NETHERLANDS: 088-4560088

How can I contact Acer in case I have a business related question?

Germany: Email: daas.de@acer.com Phone: +49 (0) 4102 7069 813;
Netherlands: Email: daas.nl@acer.com, Phone +31 (0) 73 6459202

Warranty

What are the warranty terms?

Please refer to the terms and conditions

What is covered by the equipment protection plan?

What should I do in case I have accidental damage on my unit?

Technical support can be contacted as follows:
GERMANY : 04102 7069 813
NETHERLANDS: 088-4560088

What should I do if my device(s) have been stolen?

Technical support can be contacted as follows:
GERMANY : 04102 7069 813
NETHERLANDS: 088-4560088

Will I receive a temporary unit if my device is broken?

If your device is broken then it will be collected and repaired. The turn around time for this process is dependant on your service level. Please note that for Chromebooks all your data will be stored in the cloud allowing you to log in to another device and continue working as normal.

Pre-sales

Can I order peripherals or monitors without a Chromebook?

Monitors and Periphals can only form part of the subscription if you place a minimum combined order of Chromebooks/Chromebase/Chromebox. If you already have an account and a previous subscription you can add further products by contacting sales support or through your account management console.

Who can subscribe to the offers presented in Acer DaaS?

In order to subscribe to Acer DaaS you need to be a registered Business in Germany or the Netherlands.

Is there a minimum order value or quantity?

The minimum order quantity for a first subscription must consist of a total of 2 units of either Chromebooks / Chromebase / Chromebox.

Is there a maximum order value or quantity?

There is no set maximum order value

Can I individualise my products? Can I adjust / configure them after delivery?

From a hardware perspective the products cannot be customized. Opening the products to change components will invalidate the terms and conditions of the contract

Is there a trial period available?

Unfortunatley it is not possible to trial test the hardware products however we offer up to 30 days trial period for Google Workspace.

I made a mistake in my order, what should I do?

Germany:
Email: daas.de@acer.com Phone: +49 (0) 4102 7069 813;
Netherlands:
Email: daas.nl@acer.com, Phone +31 (0) 73 6459202

Will I be screened for credibility?

Yes, part of the checkout process will involve a financial credit check

Why has my order been rejected?

If your order has been rejected please contact sales for help.

Will I be charged a deposit?

There is no deposit required to set up the subsription.

Delivery

Is it possible to receive a quote for the final cost?

Yes. The product configurator will allow you to choose the products, software, service options and length of contract. At the end of this process you will be provide with a quote for the monthly / quartelry cost.

Do I have to pay for shipping costs?

No there is no additional charge to the final quote for shipping the devices.

When will I receive my products after ordering?

During the process you will be contacted by sales support to confirm your order details and to give an estimated time of delivery. If the units are in stock we aim to despatch them within 7 working days.

How can I check the status of my order?

We aim to ship your order within 7 working days. For further information please email sales support. We are working to have automated updated in the future.

What do I do with the packaging?

Packaging should be kept where possible in order that the unit can be returned easily at the end of the contract.

Will the products be set-up on delivery?

All products will be checked and upgraded to the latest firmware version. Depending on the service package you chose we can also enroll these products to your work domain ready for you to deploy.

There are damaged/missing units in my delivery. Whom do I contact?

Germany:
Email: daas.de@acer.com Phone: +49 (0) 4102 7069 813;
Netherlands:
Email: daas.nl@acer.com, Phone +31 (0) 73 6459202

Do you have partners where I can pick-up my order by myself?

No, all orders will be sent direct from Acer only.

Where does Acer DaaS deliver to?

For the moment Acer DaaS is delivering only to businesses in Germany and the Netherlands.

Subscription terms

What are the subscription terms I can choose?

Acer DaaS is available on the following subscription terms – 18, 24, 36, 48 months

Can I cancel my subscription?

It is possible to cancel the subsciption but you will be liable for the remaining period of the contract agreement.

When will the subscription term start?

The subscription starts on the 1st of the following month of receiving or order. e.g. if you receive or order on 6th April your subsciption will start on the 1st May

Do I own the products that are in my subscription?

No. At the end of the subscription period the goods need to be returned to Acer.

What should I do if I want to change something in my active subscription?

Please contact sales support

Germany:
Email: daas.de@acer.com Phone: +49 (0) 4102 7069 813;
Netherlands:
Email: daas.nl@acer.com, Phone +31 (0) 73 6459202

Can I lend out the products to someone else?

No. Products are for the sole use of the business named in the contract agreement.

Can I make changes to the products in the subscription?

It is possible to make changes to the products in the subsciption agreement by contacting sales support.

End of contract

What's the procedure at the end of the contract?

At the end of the contract the goods need to be returned to Acer. The Chromebooks/Chromebase/Chromebox need to be returned to factory default and any forced re-enrollment removed.

Can I keep the products after the end of the contract period?

At the end of the contract the goods need to be returned to Acer.

What happens, if don't send back the devices or send them back after termination of the contract?

90 days before the contract is due to end you will be contacted whether you would like to continue the contract or not. If you keep the goods beyond the stipulated end of contract date you will continue to be charged.

Is my subscription automatically renewed at the end of the contract period?

No. 90 days before the contract is due to end you will be contacted whether you would like to continue the contract or not.

Products/Service

How does the migration from one device to the next works?

For Chromebooks data is kept in the cloud so it is easy to migrate from one device to another.

Is my data being monitored? Is my data safe?

Google has industry-leading knowledge and expertise in building secure cloud infrastructure and applications at scale. Please refer to https://workspace.google.co.uk/intl/en_uk/security/?secure-by-design_activeEl=data-centers

Do I have to remove my data after the contract's end?

At the end of the contract period you should ensure that your device is returned to factory default condition and remove any force re-enrollment settings for the device.

Technical support

Who should I contact when I have a technical question about the service?

Technical support can be contacted as follows:
GERMANY : 04102 7069 813
NETHERLANDS: 088-4560088

I left some data on a returned device. Can I get it back?

Unfortunately this will not be possible. When the devices are returned we will also carry out data wipe to ensure no personal data is left on the device.

Do the products need further installation or configuration?

The devices will be ready work when you receive them. However depending on the service pack option your chose you may still need to enroll them into your customer domain.

Finance

When will the subscription terms be deducted?

Invoices will be sent on the 1st of each month with payment taken after this at the beginning of the month.

What Payment options are available?

Currently only direct debit payment methods are available on either a monthly or quarterly basis.

Can I change my payment method during the subscription?

It is possible to change your bank account details during your subscription through logging into your account or contacting technical support.

Can I transfer my subscription to another person/business?

No. The agreement is with the business named in the contract agreement and cannot be transfered to another person/business.

Customer Support

Who should I contact if I have a question about payments and invoices?

Germany:
Email: daas.de@acer.com Phone: +49 (0) 4102 7069 813;
Netherlands:
Email: daas.nl@acer.com, Phone +31 (0) 73 6459202

Where can I check the details of my active subscriptions?

Details of active subscriptions can be found in your account when you login into the Acer DaaS website.

Need help? Contact us.

If you need help, reach out to us.