Rollout, roles & operations — found from sitemap — Acumatica

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Facts read from this source

• Two levels Report an error

  “Acumatica provides two levels of product support: Basic Support Premier Support”

• Community free Report an error

  “You can register and get community-driven support at no cost.”

• Community features Report an error

  “Product downloads A searchable knowledgebase Product suggestion submission and voting The latest product documentation Active discussion forum with all members of the Acumatica community”

• Basic description Report an error

  “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.”

• Premier description Report an error

  “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.”

• Coverage hours Report an error

  “Coverage Hours M-F 9am-5pm1 24x7 (Severity 1 & 2) M-F 9am-5pm (Severity 3 &4)1”

• Basic features Report an error

  “Online documentation and knowledge base Open University access User Community access Product suggestions Product downloads Support Portal Case Management”

• Premier extras Report an error

  “Chat support1 — Telephone support — Priority Queueing — Early Adopter Qualified — Non-production License —”

• Response times Report an error

  “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”

• Timezone note Report an error

  “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).”

• Business days note Report an error

  “2 – Business days”

• Exclusions Report an error

  “EXCLUSIONS Support plans do not include Training/Consulting Services or Implementation Services”

• Terms services not included Report an error

  “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.”

• Named users Report an error

  “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.”

• Portal selfhelp Report an error

  “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.”

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