AccuRev assures your success at every stage of your AccuRev deployment.
Once your team begins using AccuRev, our customer support team remains within your reach. Our fast response times and commitment to technical excellence are why we’ve sustained consistently high service renewal rates year over year. AccuRev offers 3 different support plans designed to fit the needs of your organization.
This package is a good option for development teams that are not globally distributed or where designated users work within these hours.
This package is ideal for organizations with global development teams. Your designated users will be able to leverage AccuRev support regardless of time zone.
Critical Care 7×24
This premium package layers on top of the Extended 5×24 package to provide fast response to any urgent production stoppages* or upgrades that occur on weekends or holidays.
Standard 5 X 12
Extended 5 X 24
Critical Care 7 X 24
|Coverage Hours||Mon – Fri 7:30 AM – 7:30 PM ET||Mon – Fri 24 hours||Mon – Sun & Holidays, 24 Hours|
|Online Support Portal** & Email Access||2 designated users||3 designated users||5 designated users|
|Knowledge Base & Forums Access||Included||Included||Included|
|Version Upgrades & Service Packs||Included||Included||Included|
*Urgent production stoppages are defined as major problems or functionality failures where multiple users cannot perform useful work. Non-production stoppages will be responded to per Extended 5 × 24 SLA (service level agreement).
**Online Support Portal Features:
- Ability to log and review incidents including your team member’s incidents
- Broad visibility across support team
- Seamless reassignment of incidents when crossing time zones
- Access to AccuRev Knowledgebase and FAQs
- Notification when product issues are resolved