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ACUMATICA SUPPORT

Use the largest team of Acumatica certified developers for consultation,
troubleshooting, and technical questions.

SUPPORT PLANS

Pay as you go hourly Pay as you go hourly BASIC

This plan includes monthly status
checks, stakeholder training sessions, and customized dashboards and reports. It is ideal if you have an in-house resource
that regularly services Acumatica but may occasionally want certified experts
to check the system.

Prepaid hourly Prepaid hourly PRIME

This plan includes bi-monthly status checks, customization and training, build updates, and one version upgrade. This plan is ideal if you have an in-house resource to perform checkups
on the system between
Kensium’s servicing.

Unlimited hours Unlimited hours ELITE

This plan includes weekly
system checks, advanced report and dashboard customization, more annual technology updates, and a direct phone
line for Kensium’s 24x7x365 support team.
It is ideal if you have limited in-house Acumatica resources.

Acumatica Support Services BASIC PRIME ELITE
Product and customization support
Support mode
Support website/email
Support website/email
Support website/
email/phone
24x7x365 support
Response time SLA (Level 1)
2 hours
1 hour
30 minutes
Service level agreement
more info
TIME TO ENGAGE LEVEL 2 TECHNICAL RESOURCE ON TICKET
911/Emergency
4 hours
2 hours
1 hour
High
24 hours
24 hours
8 hours
Medium
36 hours
36 hours
24 hours
Low
48 hours
48 hours
36 hours
Server Management
more info
(PCP/PCS - Application and database server)
MONTHLY BI-MONTHLY WEEKLY
Check drive space
Check/install security updates
Check/update antivirus
Verify event logs, create critical events report, and resolve any issues
Check auto-start services and disable unwanted ones
Restart server and check start-up logs
Check IIS services
Check and clean virtual hosts and unwanted files
Check SSL certificate validity (including intermediary certificates)
Verify FTP and ensure that the service is running fine and any accounts that should not be in use are disabled/removed. Check IP restrictions
Run PCI compliance checks and fix any server side issues (requires client to sign up for PCI compliance service)
Review application monitoring logs to identify performance bottlenecks
Database Management
more info
(PCP/PCS only)
Monthly Bi-Monthly Weekly
Check database locks
Take database backups
Check database integrity
Execute SQL Server Agent Job
Clean up history/temp tables
Clean up maintenance files
Review transaction logs and backup/purge as needed
Create/rebuild indexes as necessary
Reorganize index
Shrink database
Update statistics
Review active users
Acumatica Maintenance
more info
Monthly Bi-Monthly Weekly
License check
Login and check speed for common screens
Check automation schedules
Explore the running processes
Check whether antivirus software is blocking any functionality of the site
Review requests in Request Profiler
Upgrades and Training
more info
BASIC PRIME ELITE
Build updates
2 per year 3 per year
Version upgrades
1 per year 1 per year
Training (web-based)
2 per year 4 per year 4 per year
Reports, dashboards, views, and GIs
2 hours per month 4 hours per month 8 hours per month
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