AcumatiCaresYou can get Acumatica support the same way you purchased Acumatica: through a local partner who understands the unique needs of a small or mid-sized business and is totally committed to your success. Your Acumatica partner will be with you through all stages of your Acumatica lifecycle.
Support
There are two major options for support.
Please read more about the services or compare features of Acumatica Direct Support Services in the table below.
Customer Direct Support
The Acumatica Direct Customer Support program complements the support program you may already have with your Acumatica partner. In addition to the self-help services you can access through Acumatica Customer Portal, the Acumatica Direct Customer Support program allows you to choose the right level of support for your Acumatica solution. There are options for accessing help, technical resources, and troubleshooting information, including contacting product experts at Acumatica to help with your technical issues.
Acumatica provides two levels of product support:
- Basic Support
- Premier Support
For more information on each of these levels of support, please read Acumatica Direct Support Services below.
Get Personalized Support Through Your Local Partner
Requirements and Selection
You can get Acumatica support the same way you purchased Acumatica: through a local partner As you’re getting started with cloud ERP, your partner will help you establish the overall scope and budget for your project. They’ll also advise you on how to assemble a team that can oversee a successful implementation.
After your team assembles, prioritizes, and documents your business requirements for your new system, your partner will carefully go over these requirements to determine whether Acumatica fits your business needs. You and your partner will then discuss and establish deployment options to investigate.
Your partner can assist in deploying Acumatica if it makes sense for your business. Options range from global hosting platforms such as Amazon Web Services (AWS) to familiar local providers—or even your own facility. understands the unique needs of a small or mid-sized business and is totally committed to your success. Your Acumatica partner will be with you through all stages of your Acumatica lifecycle.
Community
Acumatica Community is your main hub for connecting with the latest support and educational content on a self-service basis. It serves as your gateway to Acumatica’s entire community of customers and allows you to share ideas on topics of interest. You can register and get community-driven support at no cost. You’ll also have access to:
- Product downloads
- A searchable knowledgebase
- Product suggestion submission and voting
- The latest product documentation
- Active discussion forum with all members of the Acumatica community
Description of Direct Support programs
1
Basic Support
Basic Support is a program designed to provide fast and effective help with support issues and questions during business hours. It features access to the Acumatica Customer Portal and Knowledge Base for your how-to questions and known issues, unlimited number of cases to Acumatica product support, and developer support.
2
Premier Support
Premier Support is the perfect fit to ensure your success with Acumatica solution around the clock. This program provides all the benefits of Basic Support plus phone and chat access, priority support, and 24x7 availability.
Features of Acumatica Direct Support Services
| Benefits | Basic | Premier | |
|---|---|---|---|
| Coverage Hours | M-F 9am-5pm1 | 24x7 (Severity 1 & 2) M-F 9am-5pm (Severity 3 &4)1 |
|
| Online documentation and knowledge base | |||
| Open University access | |||
| User Community access | |||
| Product suggestions | |||
| Product downloads | |||
| Support Portal Case Management | |||
| Chat support1 | — | ||
| Telephone support | — | ||
| Priority Queueing | — | ||
| Early Adopter Qualified | — | ||
| Non-production License | — | ||
| Contacts to submit support cases | 2 | 4 | |
| Response times: | — | — | |
| Severity 1 (Urgent) | 2 hours1 | 1 hour | |
| Severity 2 (High) | 4 hours1 | 2 hours | |
| Severity 3 (Medium) | 2 days2 | 1 day2 | |
| Severity 4 (Low) | 5 days2 | 2 days2 | |
1 – Support hours are 9am-5pm in the following time zones that is closest to the customer’s time zone: Pacific (UTC-8), Mountain (UTC-7), Central (UTC-6), Eastern (UTC-5), Western Europe (UTC+0), Central European (UTC+1), Eastern European (UTC+2), India (UTC+5.5), South Africa (UTC+2), Singapore, Australia Western Standard Time (UTC+8).
2 – Business days
EXCLUSIONS Support plans do not include Training/Consulting Services or Implementation Services
Terms and Conditions
Training, consulting, and implementation services are not included in direct Acumatica Support, you should contact your Acumatica partner for these services as they are best delivered by someone with a good understanding of your business processes.
Access to support benefits are provided for up to four (4) named users for Premier Support and two (2) for Basic support. Access for additional users may be purchased for an additional fee.