SUPPORT
Get ongoing support for your growing business.
OUR Support Plans
The Basics
Stratus
Offered at a lower cost, no enhancement help is included. All our enhancements can easily be created based on a fixed-fee price list.
What's included:
Go-Live Training
Technical Support
System Updates
Enhancement Recommendations
Enhancement Support
Enhancement Creation
Enhancement Support
Cumulus
At Revive, we will support you to further develop and refine parts of the system already in use by your team.
What's included:
Go-Live Training
Technical Support
System Updates
Enhancement Recommendations
Enhancement Support
Enhancement Creation
Enhancement Creation
Cirrus
We develop and refine parts of the system already in use by creating additional enhancements to the system for you.
What's included:
Go-Live Training
Technical Support
System Updates
Enhancement Recommendations
Enhancement Support
Enhancement Creation
Stratus
The Basics
Cumulus
Enhancement Support
Cirrus
Enhancement Creation
Target SLA diagnostic response time (business hours)
48-72 Hours
48-72 Hours
48-72 Hours
Support + Enhancement Ticket Issues
Technical "break-fix" error problems
"How Do I" questions (existing functionality)
Data-related issues (e.g., hung transaction)
ERP processing issues
Security related issues
Troubleshoot and report issues (i.e.,bugs) to Acumatica or other software vendors and manage the issue resolution process
Document issue resolutions and/or workarounds
Enhancements
Recommend and discuss system enhancements and improvements
Brainstorming and blue- sky planning calls
Assist
Create
Financial report writing
Assist
Create
Other (non-Financial) report writing
Assist
Create
Generic Inquiry writing
Assist
Create
Dashboard creating/ modifying
Assist
Create
Notification creating
Assist
Create
Webservice Endpoint configuration
Assist
Create
Data Provider creating
Assist
Create
Import/Export Scenario creating
Assist
Create
Approval Workflow
Assist
Create
Creation of Business Event
Assist
Create
Create Schedules for Automated Transaction Processing
Assist
Create
Email, SMS, Push Notification Templates
Assist
Create
Business Event Development
Assist
Create
Training
Go-live training
Training is recorded and delivered for anytime reference
Role-based, new employee training as needed
Administrator Function
Administer user accounts
Restrict access to and updating of information Enforce
Segregation of duties via Access Roles
Audit User activities
Configure emailing
Configure FTP synchronization
Configure Mobile Notifications
Monitor system use, health, and capacity
Assist with Annual auditor requests
Support Ticket Reporters
Email, SMS, Push Notification Templates
One User
Two Users
Up to Three Users
Updates
Build-update deployments (as needed for bug fixes when recommended by Acumatica Technical Support)
Upgrade to New Release
Frequency (subject to release schedule by Acumatica and third-party publishers where applicable)
One free upgrade
every two years
One free upgrade
every year
One free upgrade
twice a year
Software Upgrade projects
Basic test plan
Basic test plan
Custom test plan
Other
Scheduled Onsite Visits (excluded travel expenses and subject to safe travel guidelines)
Annually
Quarterly
Scheduled 15-minute stand- up call
Monthly
Semi-Annually
Weekly
Number of Users that can access to Company Specific Documentation Space for Acumatica
One User
Two Users
Up to Three Users
Acumatica Online documentation and knowledge base
Acumatica Open University
Acumatica Community forums
Acumatica Product suggestions and voting
Acumatica Product downloads