Acumatica Direct Support Services

During your ERP evaluation process, your Acumatica partner helped in establishing the requirements and selecting a solution, determined by your business needs and challenges. Next, they worked with you to create an implementation plan, helped you with your training, and provided you with business consulting and software customizations based on the scope of your project.

You selected Acumatica as a long-term solution, and Acumatica’s goal is help you get the most out of your Acumatica ERP system. To that end, we offer three levels of direct support for our system. These are meant to supplement the services that your partner offers, not replace them. Since no two implementations are the same, questions that require specific knowledge about your specific business processes are generally best suited to be answered by your partner. While “how to” type questions are one example of how direct support from Acumatica can help your company.

Our flexible support options allow you to get support directly from Acumatica’s product experts for help with Acumatica functionality, as well as expert technical help for your technical staff (developers). The three levels of support that Acumatica provides to complement the support you currently receive from your Acumatica partner are: Standard Support, Technology Support, and Premier Support.

Hear what some of our clients are saying about Acumatica Direct Support:

I have never experienced any customer support like that of Acumatica. If they are not the best, I cannot imagine what the best must be like.

Best customer support in the universe. Have not had a single experience below a 5 out of 5. I’m not sure if I’ve ever selected a 4.

I’ve worked with a lot of support vendors and Acumatica’s is one of the best. We don’t often have time to say thank you. All of the support techs I’ve worked with are professional and very helpful.

Description of Direct Support programs

  • 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 response. Standard Support is included at no charge for 12 months after purchase or initial subscription of Acumatica and is offered as a paid service thereafter.
  • Technology Support is designed for customers who customize their Acumatica deployments using reporting tools, query tools, or the xRP platform and provides support to their internal technical resources to assist in such developments.
  • 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. It includes all services from both Standard Support, Technology Support, and More.

Features of Acumatica Direct Support Services

  Acumatica Customer Portal Acumatica Standard Support Acumatica Technology Support Acumatica Premier Support
Support Feature
Online documentation and knowledge base
Acumatica Open University
Community forums
Product suggestions and voting
Product downloads
Online case support *
Chat support
SLA (Service Level Agreement) Next day Same 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.

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Choose Your Level of Support for Your Acumatica Solution

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 is provided for up to three (3) named users for Premier and Technology Support and for one (1) named user for Standard Support. Access for additional users may be purchased for an additional fee.