Support – ERPSeek

Support

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

Support Plans

Choose the plan that suits you.
Basic

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

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

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.
1 ACUMATICA SUPPORT SERVICES BASIC PRIME ELITE
1.1 Product and customization support
1.2 Support mode Support website / email Support website / email Support website / email / phone
1.3 24x7x365 support
1.4 Response time SLA (Level 1) 2 hours 1 hour 30 minutes
2 SERVICE LEVEL AGREEMENT TIME TO ENGAGE LEVEL 2 TECHNICAL RESOURCE ON TICKET
2.1 911/Emergency 4 hours 2 hours 1 hour
2.2 High 24 hours 24 hours 8 hours
2.3 Medium 36 hours 36 hours 24 hours
2.4 Low 48 hours 48 hours 36 hours
3 SERVER MANAGEMENT
(PCP/PCS - Application and database server)
MONTHLY BI-MONTHLY WEEKLY
3.1 Check drive space
3.2 Check
3.3 Check/update antivirus
3.4 Verify event logs, create critical events report, and resolve any issues
3.5 Check auto-start services and disable unwanted ones
3.6 Restart server and check start-up logs
3.7 Check IIS services
3.8 Check and clean virtual hosts and unwanted files
3.9 Check SSL certificate validity (including intermediary certificates)
3.10 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
3.11 Run PCI compliance checks and fix any server side issues (requires client to sign up for PCI compliance service)
3.12 Review application monitoring logs to identify performance bottlenecks
4 DATABASE MANAGEMENT
(PCP/PCS only)
MONTHLY BI-MONTHLY WEEKLY
4.1 Check database locks
4.2 Take database backups
4.3 Check database integrity
4.4 Execute SQL Server Agent Job
4.5 Clean up history/temp tables
4.6 Clean up maintenance files
4.7 Review transaction logs and backup/purge as needed
4.8 Create/rebuild indexes as necessary
4.9 Reorganize index
4.10 Shrink database
4.11 Update statistics
4.12 Review active users
5 ACUMATICA MAINTENANCE MONTHLY BI-MONTHLY WEEKLY
5.1 License check
5.2 Login and check speed for common screens
5.3 Check automation schedules
5.4 Explore the running processes
5.5 Check whether antivirus software is blocking any functionality of the site
5.6 Review requests in Request Profiler
6 UPGRADES AND TRAINING BASIC PRIME ELITE
6.1 Build updates - 2 per year 3 per year
6.2 Version upgrades - 1 per year 1 per year
6.3 Training (web-based) 2 per year 4 per year 4 per year
6.4 Reports, dashboards, views, and GIs 2 hours per month 4 hours per month 8 hours per month
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