Support Services to fit Your Needs.
Cloud or On-Premises.

Acumen offers several levels of maintenance and support services to fit our valued customers’ varied needs. From basic packages to complete, unlimited 24/7/365 support, Acumen ensures complete satisfaction for all maintenance and support calls. Acumen offers coverage for SaaS / Cloud and Licensed On-Premises deployments.

Acumen  Support – Silver

Acumen Silver Support is included with all SaaS subscription customers and the default level for licensed (on site) customers with an Annual Support contract. This level offers support during normal business hours Monday through Friday 8:00 AM – 5:30 PM Eastern Time.

  • Reporting Issues
  • Reporting Service Outages
  • Requesting Training (Must be Scheduled | Training Time must be purchased) Requesting
    • Review of setup and managing of rules, settings, details and objects that relate to normal operation of the supported software
    • Review of maintaining, or altering data and records inside supported software
    • Reconfiguring of supported Software or Hardware
  • Install / Re-Install (Must be Scheduled – Installation Time must be purchased)
  • Acumen is not responsible for installation or any type of recovery of any part of the application and its dependencies. This includes a server or client found not working because of environmental, malicious intent (such as a virus or disgruntled employee), acts of god, electrical and any equipment failures. Acumen will quote these requests.
  • While a maintenance support customer is in good standing Acumen will provide the software for the upgrade free of charge. Acumen will perform selected upgrades approved by customer. Only services for ‘.’ release upgrades are covered, for example 3.0.5 to 3.1.6. Services for full point release upgrades are outside the limits of this service contract (for example 3.x to 5.x), however, full point release upgrade services will be rendered at a discounted rate. Acumen will notify you of new versions as they become available.

Support Type Normal Business Hours Monday – Friday, 8:00 AM – 5:30 PM EST

Response Time

  • Call-back within 30 minutes
  • Work is scheduled based on current case-load and technician availability
  • All higher support levels have precedence

Support Services

  • Unresponsive Software that stops the ability to collect data
  • Service outages such as websites that are not reachable
  • Issues are documented and resolved
  • Priority over clients with a lower tier support
  • Priority Issues are escalated to the top depending on severity
  • All Priorities Supported (P1, P2 and P3)

Holiday Schedule

New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Day After Thanksgiving
Christmas Eve (Half Day: 8:00 AM – 12:00 PM)
Christmas Day

Acumen Support – Gold

Gold-level support services ensures 24/7/365 support and a greater number of support calls that are covered in the plan.

  • Questions
  • Review of setup and managing of rules, settings, and details of the software
  • Review of maintaining, or altering data and records inside software
  • Reconfiguration of supported Software or Hardware
  • Reporting Issues
  • Requesting Training
  • Requesting Install / Re-Install
  • Requesting free software upgrade

Support Type Any Time, Any Day (24/7/365)

Response Time

  • Call-back within 30 minutes
  • Work is scheduled based on current case-load and technician availability
  • All higher support levels have precedence

Support Services

  • Issues and questions answered
  • Receives priority over Bronze and Silver customers

Acumen Support – Platinum

Platinum support is a special level of support that can be customized for a customer’s specific needs, such as unlimited support calls.

  • Unlimited Questions
  • Unlimited Issue Resolution
  • Unlimited Training
  • Unlimited Upgrades
  • Engineering Support

Support Type Unlimited Any Time, Any Day (24/7/365)

Response Time

  • Call-back within 30 minutes
  • Work is considered highest priority
  • Support Services
  • Issues and questions answered
  • Receives priority over all customers on lower plans

Acumen Support – Bronze

All Acumen customers receive the Bronze level of maintenance and support, which provides per diem support. Each call into Acumen’s Call Center will be required to purchase . Once Purchased hours is exceeded, additional hours will be billed at an hourly rate. Engineering labor is not included in the support block. Engineering time will be estimated and a proposal will be submitted if requested. Support over holidays is not included in the Bronze level of support.

Support Type Per Diem (Per Call)  Monday – Friday, 8:00 AM – 5:30 PM EST

Response Time

  • Call-back within 60 minutes
  • Work is scheduled based on current case-load and technician availability
  • All higher support levels have precedence

Support Services

No after-hours or holiday support

Holiday Schedule

New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Day After Thanksgiving
Christmas Eve (Half Day: 8:00 AM – 12:00 PM)
Christmas Day