|
Accruent’s award-winning support services team works hard to ensure you always get support for the day-to-day needs of your organization. Accruent’s state-of-the-art support structure and issue-resolution methodology ensure rapid response and take the guesswork out of the communication process.
We provide a 24x7, easy-to-use, online access to for submitting and/or reviewing cases. We encourage you to enter cases online – a very efficient method that enables our Support Engineers to quickly begin analyzing your issues. You may contact the support center by submitting your case via the web (24X7) or by calling during our scheduled business hours 8:00am – 8:00pm ET Monday - Friday.
Support Portal: http://www.accruent.com/support/portal.php
If you have questions about the new Customer Portal, please email:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
For Support inquiries, please email:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Telephone: 877.345.3999
When Contacting Accruent Support
In order for Accruent Support to resolve your incident in the most time effective manner, please have the following information available when you log your incident via the web or when you place a call:
Verify Contact Information:
- Contact Name
- Contact Phone
- Contact Email
|
Verify Product Information:
- Accruent Product
- Module
- Version
- Database
|
Issue Description
- Subject: (Header for the issue being reported)
- Details: (Detailed information for the issue being reported)
- Steps to reproduce: (Detailed steps to help reproduce the issue being reported)
- Attachments: (Screen shots of the issue being reported)
|
Additional Information
- Frequency and predictability of issue (intermittent or each time the function is used)
- Impact of the issue (all users or isolated to a single user/workstation)
|
|
Severity Levels
|
|
Severity
|
Description
|
Examples
|
Standard Response Time
|
|
1
|
Production Down
|
A major application failure occurred or data integrity issues exist, and business processes are halted. There is no workaround available.
|
Within 4 business hours
|
|
2
|
High
|
A critical business process is impaired, causing disruption of a major business function. It is causing serious impact on daily functions or processing and there is no acceptable workaround.
|
Within 4 business hours
|
|
3
|
Medium
|
Non-critical problems occur with the licensed software. Customer is able to run the system and/or application, but there is an acceptable workaround for the problem.
|
Within 16 business hours
|
|
4
|
Low
|
An inquiry and/or low system impact issue which require immediate attention. This includes cosmetic defects on screens, errors in documentation, or a request the use of the licensed software.
|
Within 16 business hours
|
|
