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