Support

There are two major options for support:

  • Support Through Your Local Partner
  • Acumatica Direct Support

Please read more about the services or compare features of Acumatica Direct Support Services in the table below.

  • Get Personalized Support Through Your Local Partner

    You 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.
  • 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.

  • 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 Premier 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 three levels of product support and technical support:
    • Standard Support
    • Premier Support
    • Technical Support
    For more information on each of these levels of support, please read Acumatica Direct Support Services below.

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.

 
Acumatica Customer Portal

Customer Portal

Acumatica Customer Portal 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

To gain access to Acumatica Customer Portal or provide feedback, please contact us online.

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.
  • 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.
  • Technical 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.

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
Developer License

* - Technology support is limited to developer support and application performance support only.

Included: Not available: "—" cell

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.