HelpDesk Support
Our experienced HelpDesk technicians assist you with system errors, technical issues, and hotfixes.
Easy Start Up
Experience a smooth transition from implementation to go-live support and ongoing maintenance.
Rapid Response Time
Four hours or less response for most requests during hours of operations (7:00 am – 7:00 pm CT).
Experienced Technicians
You’ll get support from a team well-versed in your system and industry.
Clear Escalation Path
Critical cases will be placed into our priority escalation path and handled first by senior resources.
Screen Sharing
Faster response with remote assistance and live screen sharing.
Critical Update Notifications
We’ll keep you informed on the latest updates, service packs, and hotfixes.
Year-end Templates
We’ll provide year-end closing procedures and templates to streamline your closing processes.
Service History
We’ll maintain a knowledge base of all your company’s previous issues and resolutions.
Extended Support
A trusted partner to your in-house support team, we extend the support you offer to your company.
Additional Resources
Additional resources are available from Acumatica. We’ll act as your customer advocate with Acumatica.
How It Works
1.
Email the HelpDesk at support@nextecgroup.com
2.
Your support request will be logged into our customer database for tracking and future reference
3.
You will receive a response from us in less than 4 hours on average (during hours of operation) Mon – Fri, 7 am – 7 pm CST
4.
To help solve your issue quickly, we will use remote technical support sessions and live screen sharing
5.
Any support issue that requires escalation is instantly routed to our senior support staff and given high priority
Support Plan Options
NexTec offers a wide range of options to fit the unique needs of your business.
| Support plan options | Basic Plan | Advanced Plan | Enterprise Plan | Feature Note |
|---|---|---|---|---|
| Acumatica Case Management | ✓ | ✓ | ✓ | NexTec will help facilitate support cases submitted to Acumatica on the customer’s behalf |
| Online & email case submission | ✓ | ✓ | ✓ | NexTec will respond to cases submitted to online support portal or email during regular business hours (7am – 7pm CT). |
| Self-Service Portal to track submitted cases | ✓ | ✓ | ✓ | Customer will be trained on the usage of the support portal. |
| Contacts to submit support tickets | 2 | 3 | 4 | Maximum number of Customer contacts authorized to submit support cases. |
| Support Tickets included per month | 5 | 10 | Unlimited | Ticket submission for break/fix support. Includes a snapshot of customer’s Acumatica environment and data, as well as existing customizations. |
| Acumatica Transaction Console Monitoring | ✓ | ✓ | ✓ | NexTec will create business event alerts to monitor the Acumatica console. |
| One 1-Month Sandbox | ✓ | ✓ | 100GB Non-Production Sandbox used for testing. Includes a snapshot of customer’s Acumatica environment and data, as well as existing customizations. | |
| Critical Update Notifications | ✓ | ✓ | ✓ | NexTec will keep Customer updated on availability of Acumatica hotfixes, security fixes, maintenance outages, and available software updates. |
| System Review | ✓ | ✓ | Annual Business Process Review Meeting. | |
| BI Assessment | ✓ | ✓ | Annual BI/Budget Reporting Review. | |
| Acumatica Upgrade Management (1 per year) | ✓ | ✓ | ✓ | NexTec will provide project management, sandbox scheduling, testing assistance, production upgrade scheduling, and ISV/3rd party software upgrade coordination from 1 upgrade per year. |
| Acumatica Build Update Management | ✓ | ✓ | ✓ | NexTec will provide Acumatica version build updates, when necessary. |
| Annual Support Usage Review | ✓ | ✓ | ✓ | NexTec will report overall support usage statistics to Customer as part of annual plan renewal. |
| Optimization SOW Discount | 2.50% | 5.00% | NexTec will offer discounts on SOWs related to development customizations, new module implementation, custom report writing or additional user training. | |
| Dedicated Senior Resource | ✓ | ✓ | One assigned NexTec resource to manage Customer support cases. Includes Acumatica and ISV/3rd party software support case management. | |
| Maximum Included Upgrade Development and Validation Hours | 8 | 20 | 48 | Maximum number of development hours included as part of the support plan. |
NexTec Standard Support Hours and Service Levels
Standard Support Hours – 7:00 am – 7:00 pm Central Time – Monday through Friday
| Priority | Response Time | Goal for Remedy |
|---|---|---|
| Severity 1 – Critical Impact (System Down) | Within 1 hour | Within 4 hours |
| Severity 2 – High Priority | Within 3 hours | Within 24 hours |
| Severity 3 – Medium Priority | Within 1 business day | Within 3 business days |
| Severity 4 – Low Priority | Within 2 business days | Within 10 business days |
Note: Consultant will make commercially reasonable efforts to remedy support issues within the goals listed above, however each support issue may require research and resolution times will vary due to the nature of the issue.
After Hours Support
| Priority | Response Time | Goal for Remedy |
|---|---|---|
| Severity 1 – Critical Impact (System Down) | Within 2 hours | Within 4 hours |
| Severity 2 – High Priority | Within 4 hours | Within 8 hours |
Frequently Asked Questions
Why NexTec?
With deep experience and a local presence across North America, NexTec is dedicated to helping you achieve your goals and keeping your organization on track when you need it most. Customers choose NexTec because we have:
30 years’ experience implementing ERP solutions
10+ years of experience implementing Acumatica Cloud ERP
2025 Acumatica VAR Partner of the Year
Consultants across the United States and Canada with an average of 7.5+ years in industry and consulting experience
Who staffs the HelpDesk?
NexTec’s HelpDesk is staffed by experienced, high-level technicians with deep experience in systems, applications and business processes.
How will I be billed?
Basic, Advanced and Enterprise plans are prepaid according to the contract established between your company and NexTec. For more information, contact us at https://support.nextecgroup.com.
Is there after-hours support?
Our current Support Plans do not offer after-hours support. However, support is offered during our extended North America wide hours of operation from 7:00 am – 7:00 pm Central Time. After-hours support will be considered on a case-by-case basis.
Will I need to contact Acumatica support for technical issues?
Probably not. You always have the option to contact Acumatica support directly; however, NexTec has been working with ERP systems for 30 years and our consultants are among the best in the industry. We know how to resolve the most common technical problems. Any support issue that requires escalation is instantly routed to our senior support staff and given high priority. In cases where Acumatica needs to be involved, NexTec can most likely escalate the issue more quickly than you can.
What is the main difference between your plan and Acumatica’s support plan?
Unlike Acumatica, when you call NexTec, you will reach a technician who is familiar with your system, configuration, and service history. We also will know about any current projects you have with us that may have bearing on your service issue.
What is excluded from Customer Care plans?
Examples of exclusions include:
On-site support or consulting
User training and implementation services
Report writing services
System Configuration
Development / Customizations
For information on how our Services team can assist you with these needs, contact your NexTec Customer Account Manager.
Connect with a Cloud ERP Expert
Contact us to get started on your ERP journey. We are here to help with all your ERP needs – from software selection, implementation, and training to ERP migration, customization, and optimization.
Want to speak to a cloud ERP expert? Email info@nextecgroup.com or call 844-466-8477.
