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 | Bronze | Silver | Gold | |
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Length of Plan |
billed hourly |
annual |
annual |
annual |
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HelpDesk support hours |
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up to 80 hours |
up to 120 hours |
up to 160 hours |
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Services (select two) |
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Annual system review |
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Annual user security review |
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Payroll updates (up to 4 hours) |
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Monthly support usage metrics |
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New consulting SOWs discount |
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$5 / hour |
$5 / hour |
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Acumatica add-on software discount (excludes third-party products) |
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5% |
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Cost |
time & materials |
$14,500 |
$21,500 |
$28,000 |
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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 Inner Circle Partner
NexTec’s HelpDesk is staffed by experienced, highlevel technicians with deep experience in the systems, applications and business processes.
The Basic plan is billed on a time & material basis as you use the HelpDesk. 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 8:00 am – 6:00 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 | |
|---|---|---|---|
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Severity 1 – Critical Impact (System Down) |
Within 1 hour |
Within 4 hours |
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Severity 2 – High Priority |
Within 3 hours |
Within 24 hours |
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Severity 3 – Medium Priority |
Within 1 business day |
Within 3 business days |
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Severity 4 – Low Priority |
Within 2 business days |
Within 10 business days |
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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 | |
|---|---|---|---|
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Severity 1 – Critical Impact (System Down) |
Within 2 hours |
Within 4 hours |
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Severity 2 – High Priority |
Within 4 hours |
Within 8 hours |
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