Acumatica support plans have been completely revamped. As of April 1, 2020, there will only be two support plans for new customers.
- Basic Support
- Premier Support
This means Standard Support and Technology Support plans have been discontinued.
All new customers who purchase Acumatica after April 1, 2020, will receive the basic support plan as part of the subscription. It is not optional. If you are an existing Acumatica customer, you will still get all your benefits through the end of your renewal period. If you are on a standard plan you can switch to basic support or you can purchase premier support.
Basic support is basically online support only. It does not include telephone or chat support, so it is not real-time support. If you want real-time support you can get this from your Acumatica partner. Or you can upgrade to premier support.
The old standard support vs the new basic support
A few things were added and a few things were taken away. The Basic support plan eliminates chat support. But it includes development support. In the past, customers did not always know if their issue related to a feature or a development. If they were trying to ask a question about a generic inquiry, or a report that they customized, or an API function it was too hard to tell the customer that it made a difference if it was a product question versus an API question versus a development question. The new plan is much more user friendly. All requests are treated the same. Acumatica has also updated its support hours and response times and they operate in many time zones around the clock. Basic support is 9:00 am to 5:00 pm in the time zones listed on the Acumatica support page that is closest to your location.
To summarize, as of April 1, 2020, basic support will be included for all new Acumatica customers. Existing customers, at the time of the renewal, will need to switch to either basic or premier support.
If you have any questions about your Acumatica system contact CAL Business Solutions, firstname.lastname@example.org, or 860-485-0910×4.
By CAL Business Solutions, Acumatica and Dynamics GP Partner, www.calszone.com