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.

Still can't find what you're looking for?
About

How do I place an order?

To place an order simply go to the product configurator and follow the steps to choose your rental period, payment preference, 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 the Windows DaaS Offer from Acer?

The Windows DaaS offer from Acer offers Small Businesses peace of mind for their IT needs. Every device comes with Windows 10 Pro. Each offer comes with a comprehensive lifecycle service offering that goes beyond the device itself: from cloud deployment and configuration, to productivity and collaboration.

Who is Windows 10 Pro for?

Windows 10 Pro is designed to be the foundation of the modern workplace, with all the business tools your team needs to work even smarter.

Why Windows 10 Pro?

Windows 10 Pro represents the single platform for all your business needs when it comes to a technology solution built for the modern workplace. Windows 10 Pro will help your team work more effectively, collaboratively and creatively. It helps empower your workforce to continue doing great things no matter where they are. With comprehensive security, business-class tools, and flexible management, Windows 10 Pro is not only designed for how your team works now, it’s ready for how they’ll work tomorrow, allowing your business to shift to remote management, simplify device deployment, and user resets without changing your existing IT.

What are the main differences between Windows 10 Pro and the Home and Enterprise editions?

Compared to the Home Edition, Windows 10 Pro has additional Security Features for businesses such as Windows Hello for Business, Bitlocker and Bitlocker to Go, as well as device management features such as Windows Autopilot, the ability to Join Hybrid Azure Active Directory, and mobile device management. For more details on all the Windows 10 Editions, click here.

What is Windows Autopilot?

Windows Autopilot is a collection of technologies used to set up and pre-configure new devices, getting them ready for productive use. You can also use Windows Autopilot to reset, repurpose, and recover devices. This solution enables IT departments to manage devices with little to no infrastructure, using a process that’s both easy and simple. Windows Autopilot simplifies the Windows device lifecycle, for both IT and end users, from initial deployment to end of life.

Using cloud-based services, Windows Autopilot:

  • reduces the time IT spends on deploying, managing, and retiring devices.
  • reduces the infrastructure required to maintain devices.
  • maximizes ease of use for all types of end users.

Why use Windows Autopilot?

Out of the box and ready to go: simply unbox and turn on your Windows device and Windows Autopilot configures it directly from the cloud and also connects it to your Azure Active Directory (AD) in a few simple steps. Windows Autopilot shows users how their configuration is progressing and delivers an all-round better, more personalized and hassle-free setup experience, allowing your business to move to the cloud at your own pace.

What is M365?

Microsoft 365 is the productivity cloud suite designed to help each of us achieve what matters most at work and in our personal lives, with best-in-class Office apps, intelligent cloud services, and advanced security.

What are the different editions and pricing of M365?

There are many editions and price options, starting from M365 Business Basic, all the way up to Business Standard and Business Premium, depending on your business needs. Please see the table comparison at Compare All Microsoft 365 Plans | Microsoft ; Licensing Microsoft 365 for small and medium-sized businesses – Service Descriptions | Microsoft Docs

What is the best M365 for Small Businesses?

Microsoft 365 Business Premium is the best-in-class offering from Microsoft for small and medium-sized businesses (SMBs). Microsoft 365 Business Premium is an integrated solution that enhances the productivity of Microsoft 365 with advanced security and device management.

Contact support

How can I contact Acer Technical support?

Technical support can be contacted as follows
GERMANY: +49 (0)4102 7069 813
NETHERLANDS: +31 088-4560088

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

Contact the technical support as follows:
GERMANY : +49 (0)4102 7069 813
NETHERLANDS: +31 088-4560088

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

Contact the technical support as follows:
GERMANY : +49 (0)4102 7069 813
NETHERLANDS: +31 088-4560088

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

If your device is broken then it will be collected and repaired. The turnaround time for this process is dependent on your service level. Please note that if your data are stored in the cloud this will allow you to log in to another device and continue working as normal.

Pre-sales

Can I order peripherals or monitors without a notebook?

Monitors and Peripherals can only form part of the subscription if you place a minimum combined order of Notebook/Desktop. 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 notebooks/desktops.

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?

Unfortunately it is not possible to test the hardware products.

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

Get in contact with our team
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

My order seems to be rejected. What should I do now?

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 subscription.

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 / quarterly 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 updates 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 subscription 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 subscription 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 subscription 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 notebooks and desktops 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 I 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?

All data that are stored in the cloud are easy to migrate from one device to another.

Can my data stored in the cloud be monitored by Acer and/or Microsoft? Is my data safe?

Acer has no access to any data stored in the cloud and/or on the computer itself, not even after returning the hardware. This is valid as long as all locally saved data is protected with proper security measures like a password.

Microsoft has industry-leading knowledge and expertise in building secure cloud infrastructure and applications at scale, so you can be sure that stored data on the cloud is
end-to end encrypted.

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 : +49 (0)4102 7069 813
NETHERLANDS: +31 088-4560088

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 to work when you receive them. However depending on the service pack option you chose, you may still need to enroll them into your customer domain.

Finance

When will the subscription fee be debited from my bank account?

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 sales 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 transferred 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

Need help? Contact us.

If you need help, reach out to us.