FAQ


You will find answers to most of your questions in our our online Knowledge Base.  Check it out.  If you don't find what you need there, or you would like to talk to someone, feel free to Contact Us.   


LET’S UNPACK WHAT WE DO.

Why should I work with MACE?

With ample experience in VR and a rich network of manufacturing partners, MACE takes the complexity and guesswork out of the creation of a solution custom fitted to your needs - virtual reality, augmented reality, or mixed. We are a one-stop shop for XR solutions, from purchasing to solution design.

The MACE team draws on years of industry experience. We’ll advise on the software and hardware requirements of your solution, while providing hands-on setup, installation and training, as well as ongoing technical support. 

What is a value-added reseller, and what do they bring to the table? 

A value added reseller is an organization who has a relationship with the XR hardware or software manufacturer, and is licensed to resell their product. During that sale, the value-added reseller offers additional services and support that the manufacturer is not equipped to give. In turn, you, the customer, get more out of the sale. In essence, we connect all the dots, help you place the hardware in your environment, scale it and maintain it.

  1. Researcher: Let’s say you’re a researcher on the cutting edge, and the kind of software you would need to accomplish your research simply isn’t on the market. MACE would draw on our knowledge of existing software solutions to help you bridge that gap and make your research ambitions a reality. We also lend considerable support in the hardware selection process, helping you determine which brands and models of various XR equipment you’ll need.

  2. Trainer: Whether you’re training a police force, workforce or team of paramedics, MACE will help you develop the curriculum for your trainees. From gloves to treadmills and headsets, we’ll advise on what hardware and software you need to bring these training scenarios to life. 

  3. Entertainment user: To set up or improve an entertainment location can be a daunting task. But having a team of experts in the XR industry takes a lot of the stress and guesswork out of the equation. We can identify the most popular titles and hardware platforms, with a strategic eye on how you can use these technologies to attract and maintain your customer base. We've run our own arcades, so we can bring a wealth of knowledge to yours.

How will the process work if we choose to work together?

The set-up process is typically as follows:

1. Hardware fulfillment: MACE will help you identify, select and source the optimal hardware and software options for your XR solution. We have relationships with the top XR manufacturers, and can assess the specific brands and equipment you’ll need.

2. Shipping and installation: Transporting and setting up a complex set of VR equipment can be just as difficult as sourcing it. We’ll arrive on site to help you set up, install and integrate all of your new hardware.

3. Training instruction: We will walk you through a custom curated curriculum of training built to fit your specific needs, while advising your staff on how to use and maintain the equipment.

What is XRaaS (XR as a service?)

We’ll start with the basics. XR is an umbrella term for VR, AR and MR. The sky’s the limit with what you can do with XR.  

  • Augmented-reality enabled classroom

  • Military flight simulation courses

  • Hands-on hardware training for your manufacturing company

  • Soft-skills training for your tech company

  • A research-driven virtual reality lab at your university

It's possible your team could implement these technologies themselves. The learning curve is often much greater than many expect without proper guidance and support from professionals who understand how to get it done right. Without our professional guidance, you will likely waste valuable time and resources trying to accomplish what would be achieved much quicker and more effectively if you have our support through implementation. If you try to implement an XR solution on your own, you’ll be pouring money into the resources, manpower and overhead it will take for your team to learn and adapts to the new technology whereas using our services can be like having superpowers to avoid pitfalls and ramp up at a faster pace.

With that in mind, XRaaS is a turnkey solution in which MACE handles every aspect of the concept, setup, launch and maintenance of your XR solution - no matter what you’re envisioning. 

Some of the services we offer as XRaaS

  • Help design the space remotely prior to the physical install, including a 3D mockup of the space (if needed) to give a clear understanding of how the space will be built out

  • Carefully calibrate each system and guarantee everything is functioning beautifully

  • Provide all the extra cables, covers, protectors, chargers, and accessories you could possibly need to manage your hardware

  • Ensure all hardware and software is properly integrated

  • Scope out the space where the VR will be housed and determine how to maximize square footage

  • Keep compliance & regulations in mind when designing the space

  • Offer extended warranties on your VR and AR hardware

  • Give the unique option to lease equipment

  • Make large order volumes available for the hardware you need

  • Efficiently handle fleet management on your behalf

What is fleet management as a service (FMaaS)? 

Fleet management is a turnkey service that allows enterprise-level companies to outsource the entirety of shipping, tracking, charging, cleaning, testing, and updating their XR-related hardware and software. With FMaaS, management and maintenance of XR equipment becomes easy, enabling your business to focus on the important things, like training, sales, or marketing.

Do you offer continued support post-launch?

Yes, we are the first line of support. The MACE team will be available to guide you through the use of your XR solution, and troubleshoot any issues as they arise.

Do you offer discounts?

We also offer volume discounts for larger purchases. We offer a referral discount to existing clients if we have an existing referral agreement.  

Can you help us build software for our XR solution?

While we cannot help you build software, we can introduce you to our studio partners who can. We’re there to handle hardware, installation, integration and beyond, but we have made an intentional decision to let our studio partners handle custom XR software development. We'd also be happy to offer fee based consultation between the customer and the development studio to make sure their message is heard and needs are met when enlisting custom development from our studio partners.


Payments

What forms of payment do you accept? 

For most clients, we accept credit card payments and ACH payments.

Do you offer payment plans?

We have partnered with several premiere lending partners to provide multiple payment options. These options can be adjusted to coincide with budget cycles, and tailored specifically to meet the needs of your business.  

What forms of payment do you accept with large enterprise clients?

For the invoices of large enterprise clients, we accept ACH transfers, with net 10 and 30 day terms available. 

Do you ship hardware before payment is made? 

No, unless we have established credit terms with your company, we cannot ship equipment before the payment is made.

How do you charge for installation services?

We charge a day rate. Days required are driven by complexity of installation (e.g. high ceilings, detailed finishes, number of people to train, how much equipment is being installed etc.) 

How do you bill for travel? 

Our travel and per diem is included in our day rate. You won’t see any additional travel related invoices. To ensure a timely and thorough installation and/or training service can be offered, 100% of the installation costs are due up front before our team can come on site.


Products

Do XR hardware products integrate with one another? 

In short, yes - almost any piece of equipment can be integrated with another. But this is where MACE provides the most value, as we have the technical expertise to seamlessly integrate all the disparate hardware and software that your solution demands. 

Can products be linked to one another for a shared gaming/immersive experience? 

Yes they can! In our Developer Jump Start program we consult with you on how to create software that can accommodate multiple participants 

VR treadmills: 

How do I select a VR treadmill?

It will depend on the type of movement the user needs to be able to do. For example, running, walking, jumping, moving in all directions, or simply moving up & down or side to side. We understand which products are best for each case, and can advise accordingly. 

Which treadmill is best for running?

We would recommend the Virtuix Omni for XR solutions that need users to run.The Infinadeck is a very capable treadmill up to a quick walk, but for running our pick has to be the Omni as it has been purpose built to allow full speed locomotion.

Headsets

Some XR headsets are very expensive, do I need to spend that much money on a specific brand? Are there headsets at different price points? 

More expensive XR headsets offer a wider field of view, higher resolution and a suite of other benefits that may or may not be considered essential to your XR solution. We would consult with you on whether your solution needs a headset from a top-shelf brand like Varjo, or if less expensive alternatives would suffice.

Are there headset solutions that do not require a computer? 

Yes there are several options for all-in-one headsets that have the computer built into the headset. This removes the complication of a cable tethering you to a computer. Please consider that there are several trade-offs to consider when choosing tethered versus untethered, one of the primary points of concern is that untethered headsets are not as powerful as ones connected directly to a PC.


Use Cases

Research Institutions:

Can this equipment be used in experiments?

Absolutely. We will work with you to explore your experimental goals, and create an XR scenario that allows you to safely test variables with your participants across a wide variety of subjects.

Can we personally deploy it?

While you can certainly rely on in house talent to deploy your equipment, there is a reason why most of our customers choose to utilize our expert services. Deploying XR equipment is incredibly complex. Navigating installation to integration jeopardizes the budget, resources, and ultimately the success of your XR solution.

Can we deploy it at scale? 

Yes, absolutely! We can help you strategize and implement scaling anything from the growth of your XR Lab to multiple installations across several facilities.

How can my university/department pay for this equipment?

Our best recommendation is to secure grants from public and private institutions that have a stake or interest in the outcome of the research you hope to conduct. 

Enterprise:

Can you help us manage an entire fleet of devices for our entire workforce?

Yes. As a matter of fact, fleet management as a service is one of our specialties. Just as someone would manage a large number of mobile devices, we can help you ship, track, clean, update and remotely manage your fleet of XR devices. 

What types of training can I accomplish with XR? 

In the virtual realm, employees can learn any number of practical skills, like operating heavy machinery, flying aircraft, dressing wounds, as well as soft skills, like empathy and how to diffuse conflict.

We know XR is the right solution for our organization, can you help us scale it up? Most definitely! We can assist with strategic purchasing and planning to roll out your XR solution across your organization and create custom action plans to meet your specific needs. Whether it’s aggregating funding resources, or solving logistical complications, we are your go-to experts.


Education:

 Who can use this technology at my school?

We recommend the creation of a lab space for faculty and students alike, who can both benefit from entering virtual scenarios to learn new concepts and conduct experiments. 

Will you help us develop a curriculum for XR-focused educational offerings?

Yes, we have a variety of solutions to offer as a custom consultation package to provide the means to create compelling and impactful curriculum for your students.