ACUMATICA SUPPORT PLANS
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.
Support Plans
| Acumatica Managed Services | Basic | Prime | Elite |
|---|---|---|---|
| Product and customization support | Yes | Yes | Yes |
| Support Mode | Support website/email | Support website/email | Support website/email/phone |
| 24x7x365 support | Yes | Yes | Yes |
| Response time SLA (level1) | 2 hours | 1 hours | 1 hours |
| Service Management PCP/PCS application database service | Monthly | Bi-Monthly | Weekly |
|---|---|---|---|
| Service Level Aggrement | Service Level Aggrement | Service Level Aggrement | Service Level Aggrement |
| Database Management PCP/PCS only | Monthly | Bi-Monthly | Weekly |
|---|---|---|---|
| Service Level Aggrement | Service Level Aggrement | Service Level Aggrement | Service Level Aggrement |
