Day-to-day support.
Your team can reach out to ours for the issues, questions, and requests that come up as you use Acumatica.
ACUPOWER CUSTOMER SUPPORT
Acumatica support
Acumatica support
that stays with you
AcuPower is your dedicated team that implements your Acumatica Cloud ERP, knows your Acumatica setup and keeps it running day to day.
Off your desk.
On our watch.
On our watch.
UK-basedand operating globally
10+ yearsof Acumatica hands-on experience
55+certified Acumatica experts
Acumatica support
after go-live
You’ve had us as your Acumatica partner from the first meeting through to go-live.
You will also have us by your side to support your team and your Acumatica Cloud ERP system.
What your Acumatica support includes
Every package is built around your business. Here's what's included.
Hours that flex to your needs.
Agreed hours each period, spent on whatever matters most that month.
A structured intake and escalation process.
Every request is tracked, prioritised, and handled by the right person.
A single point of contact.
A named account manager who knows your account and coordinates the work behind the scenes.
Wider Acumatica expertise when you need it.
Configuration, customisation, integrations, and more, drawn from our work across 1000+ completed projects.
WORKING TOGETHER
How our Acumatica
How our Acumatica
support works
We shape a package around your business.
The scope, the hours, and the way you want to work with us.
You raise a request. We take it from there.
Everything is logged and prioritised. Straightforward requests are handled quickly. Anything more complex goes to the right specialist.
We agree on the commercials.
We define a payment schedule that suits you.
Your account manager keeps things moving.
On hand for anything beyond the day-to-day tickets.
What our support packages cover
Customer requests.
Any ticket, question, or fix raised by you or your team is handled through our standard intake process.
Configuration and troubleshooting.
Resolving issues, adjusting settings, and fine-tuning your existing Acumatica setup.
Minor customisations.
Small changes and enhancements that fall within your agreed support scope.
Training, guidance and best practice.
Practical advice on getting more from Acumatica, informed by what we see across our customer base.
A clear escalation path.
A route to the right person when something needs to move faster or go deeper.
A dedicated point of contact.
A named account manager who owns the relationship and coordinates the work.
Support hours
and response times
Monday to Friday9am – 5pm UK time
Requests come in through our support portal and get triaged straight away.
- Priority 1Critical outage
- Priority 2Major operational impact
- Priority 3Standard operational issue
- Priority 4Minor issue or query
Response targets are set with you when we agree on your package, so you always know what to expect.
Getting started with support
The setup is quick because we already know your system.
Kick-off.
Introductions with your account manager, a walk-through of your support agreement, and how escalation and the portal work.
Setup.
Portal access for your team, and we agree on how requests are raised and prioritised.
Live.
Point of contact confirmed, response targets set, and you're good to go.
Monthly reviews
We sit down with you regularly to look at how things are going: support activity, system usage, and where you could get more from Acumatica. It's a working session, so you leave with practical next steps.
Need help now?
Email [email protected] or raise a ticket in your portal.
LET’S TALK
Ready to
Ready to
talk it through?
Book time with Gerardo Saelo, our Head of Customer Relations, for anything beyond a ticket: your package, a review, or a question about getting more from Acumatica.
Open the calendar in a new tab
Gerardo SaeloHead of Customer Relations
