Acumatica Support Expectations

When can I expect a response from Support regarding my new case?
We strive to respond to all support-related calls as quickly as possible. However, we do prioritize based on the severity of the issue. Our target response times are as follows:

• Urgent Support Calls – Within 1business hour
• Standard Support Calls – Within 4 business hours

What or who determines if a support case is urgent?
All support questions are important, but some rise to the level of urgent and must be addressed as quickly as possible. In general, we consider a case urgent if it prevents an organization’s ability to transact business. Here are a few examples of urgent cases:

• unable to process and/or print payroll checks
• encountering errors with printing or processing Accounts Payable checks
• a mission-critical server or related hardware is non-responsive
• unable to log into your Bennett/Porter supported ERP, HCM, or Cloud system
• errors that are preventing completion of a time-sensitive report

How can I escalate my support case?
Occasionally, a support issue may require escalation. As our client, you have the right to escalate a support case to urgent, especially if the issueis preventing you from conducting business. To escalate a case, please call our main number (503.620.3484) or send an email to support@benpor.com and ask for your case to be escalated.