Acumatica Support Plans

Acumatica Support Plans

IT issues always seem to happen when you can least afford them. The frustration and inconvenience that comes with the downtime can hobble your company and cost you plenty. Rely on NexTec to resolve your issues quickly and efficiently, so you can get back to business-as-usual as soon as possible.

Features & Benefits

HelpDesk Support

  • System errors
  • Technical issues
  • Hotfix deployment

Easy start up

Upon joining you'll see a smooth transition from implementation to go-live support

Quick response

Four hours or less response for most requests during hours of operations

Experienced technicians

You'll get support from a team well-versed in your system and industry

Clear escalation path

Critical cases and escalations will be placed into our priority escalation path and handled first

GoToAssist

Faster response with remote assistance and live-screen sharing

Critical update notifications

We'll keep you informed on the latest updates, service packs and hotfixes related to your system

Year-end templates

We'll provide you with year-end closing procedures and related templates to streamline your closing processes

Systems supported

Acumatica Cloud ERP

Service history

We'll maintain a historical knowledge base of your company's previous issues and resolutions

Extended support

A partner to your in-house support team, we extend the support you offer to your company

Additional resources

Additional resources are available from Acumatica

How It Works

Support Plans

Support plan options Basic Plan Advanced Plan Enterprise Plan Feature Note
Acumatica Case Management
NexTec will help facilitate support cases submitted
to Acumatica on the customer’s behalf
Online & email case submission
NexTec will respond to cases submitted to online
support portal or email during regular business hours
(7am – 7pm CT).
Self-Service Portal to track submitted cases
Customer will be trained on the usage of the
support portal.
Contacts to submit support tickets
2
3
4
Maximum number of Customer contacts authorized
to submit support cases.
Support Tickets included per month
5
10
Unlimited
Ticket submission for break/fix support. Includes a
snapshot of customer’s Acumatica environment and
data, as well as existing customizations.
Acumatica Transaction Console Monitoring
NexTec will create business event alerts to monitor the
Acumatica console.
One 1-Month Sandbox
100GB Non-Production Sandbox used for testing.
Includes a snapshot of customer’s Acumatica environment
and data, as well as existing customizations.
Critical Update Notifications
NexTec will keep Customer updated on availability of
Acumatica hotfixes, security fixes, maintenance outages,
and available software updates.
System Review
Annual Business Process Review Meeting.
BI Assessment
Annual BI/Budget Reporting Review.
Acumatica Upgrade Management
(1 per year)
NexTec will provide project management, sandbox
scheduling, testing assistance, production upgrade
scheduling, and ISV/3rd party software upgrade coordination
from 1 upgrade per year.
Acumatica Build Update Management
NexTec will provide Acumatica version build updates,
when necessary.
Annual Support Usage Review
NexTec will report overall support usage statistics to
Customer as part of annual plan renewal.
Optimization SOW Discount
2.50%
5.00%
NexTec will offer discounts on SOWs related to development
customizations, new module implementation, custom report
writing or additional user training.
Dedicated Senior Resource
One assigned NexTec resource to manage Customer support
cases. Includes Acumatica and ISV/3rd party software
support case management.
Maximum Included Upgrade Development
and Validation Hours
8
20
48
Maximum number of development hours included as part of
the support plan.
Annual Subscription (USD)
$9,600
$18,000
$45,600
Annual Subscription (CAD)
$12,500
$24,000
$57,000

Frequently Asked Questions

With deep experience and a nationwide presence, NexTec is dedicated to helping you achieve your goals and keeping your organization on track when you need it most. Customers choose NexTec because we have:

  • Over 25 years experience implementing ERP solutions
  • Consultants nationwide with an average of 15+ years in industry and consulting
  • A customer service focus – every client is important and we mean that
  • Acumatica 2025 VAR Partner of the Year

NexTec’s HelpDesk is staffed by experienced, highlevel technicians with deep experience in the systems, applications and business processes.

Bronze, Silver and Gold plans are prepaid according to the contract established between your company and NexTec. For more information, contact us at support@nextecgroup.com

Our current Support Plans do not offer after-hours support. However, support is offered during our extended nationwide hours of operation from 7:00 am – 7:00 pm Central Time. After-hours support will be considered on a case-by-case basis.

Probably not. You always have the option to contact Acumatica support directly; however,
NexTec has been working with ERP systems for over 25 years and our consultants are some of the best. We know how to resolve the most common technical problems. Any support issue that requires escalation is instantly routed to our senior support staff and given high-priority. In cases where Acumatica needs to be involved, NexTec can most likely escalate the issue more quickly than you can.

Unlike Acumatica, when you call NexTec, you will reach a technician who is familiar with your system, configuration and service history. We also will know about any current projects you have with us that may have bearing on your service issue.

Some examples of exclusions include:

  • On-site support or consulting
  • User training and implementation services
  • Report writing services
  • Installation of custom applications and modifications of custom applications
  • Upgrades or migrations

NexTec Standard Support Hours and Service Levels

Standard Support  Hours – 7:00am – 7:00pm Eastern Standard Time – Monday through Friday

Priority Response Time Goal for Remedy
Severity 1 – Critical Impact (System Down)
Within 1 hour
Within 4 hours
Severity 2 – High Priority
Within 3 hours
Within 24 hours
Severity 3 – Medium Priority
Within 1 business day
Within 3 business days
Severity 4 – Low Priority
Within 2 business days
Within 10 business days

Note: Consultant will make commercially reasonable efforts to remedy support issues within the goals listed above, however each support issue may require research and resolution times will vary due to the nature of the issue.

After Hours Support

Priority Response Time Goal for Remedy
Severity 1 – Critical Impact (System Down)
Within 2 hours
Within 4 hours
Severity 2 – High Priority
Within 4 hours
Within 8 hours

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