www.acumatica.com
|
171017 © 2017 Acumatica
DIRECT CUSTOMER SUPPORT
SERVICES
CHOOSE YOUR LEVEL OF SUPPORT FOR YOUR ACUMATICA
SOLUTION
Acumatica provides three levels of technical and support service to complement
the support you currently receive from your Acumatica partner.
Acumatica Direct Customer Support offers end users and technical professionals
flexible options for accessing help, technical resources, and troubleshooting information,
including access to the product experts at Acumatica to help with your technical issues.
• Premier Support is the highest level of support. This program is ideal for
customers who want phone support, same day response time, access to
development resources, and 24/7 availability.
• Technology Support is designed for customers who customize their
Acumatica deployments using reporting tools, query tools, or the xRP platform.
• Standard Support is designed to enhance the customer experience during
initial system deployment and use. It features online communication with
business hours coverage and next day service.
Support resources include:
Information resources
•
Acumatica Online Knowledge Base
•
Community forums
•
News and blogs
•
Chat support
Training
•
Acumatica Open University
•
Webinar recordings
Case management
•
Product downloads
•
Online incident management
•
Service Level Agreement (SLA) after-hours emergency support
Developer support
•
Help your in-house team extend Acumatica’s functionality by leveraging
Acumatica Cloud xRP Platform to develop new solutions
•
Early adopter program with access to new features
Although your local partner is the best resource to help address complex business
needs, Direct Customer Support can help you resolve basic troubleshooting and how-to
requests quickly and cost effectively.
KEY BENEFITS
ACCESS TO ACUMATICA
TECHNICAL RESOURCES
• Choose the level of support that
fits your business
• Augment the support provided by
your partner with access to
documentation, forums, and
Acumatica’s Knowledge Base
and Open University
• Take advantage of chat services
with Acumatica support staff
• Get direct access to Acumatica
development staff (Premier)
INCIDENT SUPPORT
• Enjoy coverage during
business hours
• Get after-business hours
support with SLA (Premier)
EARLY ACCESS TO NEW
PROGRAMS
• Get pre-qualified to receive the
benefits of our early adopter
program (optional)
• Gain access to new features and
get dedicated attention from the
Acumatica support staff to
ensure a successful
implementation
ADDITIONAL BENEFITS
• Receive additional monetary
and non-monetary benefits,
including a set number of free
hours for development support
and discounts on selected
services (Premier)
www.acumatica.com
|
171017 © 2017 Acumatica
CUSTOMER SUPPORT FEATURE
ACUMATICA
CUSTOMER
PORTAL
ACUMATICA
STANDARD
SUPPORT
ACUMATICA
TECHNOLOGY
SUPPORT
ACUMATICA
PREMIER
CUSTOMER
SUPPORT
Online documentation and Knowledge
Base
✓
✓
✓
✓
Acumatica Open University
✓
✓
✓
✓
Community forums
✓
✓
✓
✓
Product suggestions and voting
✓
✓
✓
✓
Product downloads
-
✓
✓
✓
Online case support
-
✓
✓*
✓
Chat support
-
✓
-
✓
SLA
-
Next Day
-
Same Day
After hours emergency support
-
-
-
✓
Telephone support
-
-
-
✓
Developer support
-
-
✓
✓
Professional services discount
-
-
-
✓
* Technology support is limited to developer support and application performance support only
EXCLUSIONS
Support plans do not include Training/Consulting Services or Implementation Services
.
ACUMATICA CUSTOMER SUPPORT PRICING
Acumatica Direct Customer Support, an optional service, is provided on an
annual basis. Work with your partner to determine pricing for your organization.
THE ACUMATICA ERP
DIFFERENCE
Acumatica delivers a full suite of
integrated business management
applications unlike any other ERP
solution on the market today.
STREAMLINE OPERATIONS
Manage your business more
efficiently:
• Automate processes
• Control workflows
• Access the system from
anywhere on any device—
including mobile
• Promote collaboration with all-
inclusive user licensing
ADAPTABLE SOLUTION
Add and extend:
• Deploy in-house or in a private or
public cloud
• Easily configure your solution to
fit your needs
• Add capabilities such as CRM or
data visualization at any time
• Extend to other solutions and
applications beyond ERP
YOUR BUSINESS
ACCELERATED
Get a single version of the truth:
• Accelerate business performance
and make smarter decisions with
automated processes, real-time
data collection, financial
analyses, and forecasting
• No per user pricing – system
scales as your business grows
