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

Acumen offers several levels of maintenance and time and attendance 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.

Time and Attendance Support – Silver

Acumen Silver support is our standard SaaS / Cloud and Licensed Annual Support contract that ensures support during normal business hours (Monday – Friday 8:00 AM – 5:00 PM).

  • Questions (2 Per Month)
  • 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
  • Reconfiguration of supported Software or Hardware
  • Reporting Issues
  • Requesting Training
  • Requesting Install / Re-Install
  • Requesting free software upgrade
Support Type Normal Business Hours Only; Two Calls Per Month Support Hours Monday – Friday, 8:00 AM – 5:00 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

  • Issues and questions answered – two per month
  • Receives priority over Bronze customers

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

Time and Attendance 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) Support; Four Calls Per Month Support Hours 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 - four per month
  • Receives priority over Bronze and Silver customers

Time and Attendance 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) Support Support Hours Any Time, Any Day (24/7/365) Support 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

Time and Attendance 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) During Normal Business Hours Only Support Hours Monday – Friday, 8:00 AM – 5:00 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