KEEPS THINGS MOVING

Downtime is costly and
uptime must be maximised

To ensure business continuity and peace of mind, we provide various support options ranging from informal Ad-hoc support, SLA contract and SAP hours support.

We have a dedicated support desk to assist you with your support needs backed by a team of professional support consultants. You are able to log your support request using either our contact number +27 21 065 0360, sending an email to support@astraia.co.za or, if you sign up for an SLA package,  you get access to our online client portal to log your request.

Informal or
Ad-hoc Support

Ad-hoc support requires no formal agreement and is charged on a time and material basis. In most cases 1hr is required for investigation and resolution but in some cases a quote will be provided when more than an hour is required to resolve the issue.

Formalised Support -
Service Level Agreements (SLA)

SLA support is a formal 12-month agreement that comes with stipulated resolution times, value added services, account management and other benefits linked to the agreement. You have the option of a basic or premier package depending on your requirements.

Formalised support -
Support Assurance Plan (SAP)

SAP hour support is bundled packages of support hours at discounted rates that can be used within a 12-month period. Support hours used get deducted off the total hours every month and reconciliations are sent at the end of every month.

We offer Remote, Telephonic, Email and On-site support.

Support Benefits

  • Access to a dedicated support desk with suitably qualified support consultants;
  • Proposed enhancements to the business system;
  • Access to the development department for customisations;
  • Provide telephonic, remote, and on-site support;
  • Meet the stipulated response timeframes based on the package selected;
  • Provide regular reports on the status of the used and unused consulting hours provided for;
  • Acumatica software upgrade in the 12-month cycle;
  • Quarterly review meetings to discuss system and value roadmap;
  • Access to logging support requests on the online client portal.

Product Upgrades

Acumatica is constantly innovating and each year they bundle several enhancements into two major releases, an R1 and R2 build. Customers should plan to upgrade at least once a year to get the latest features, minimise technology debt, and ensure their version does not reach its retirement date.

With each new major release, Acumatica announces the support period for the release along with its expected retirement date. In most cases, each major release is supported for a period of 20 months before the release is retired.

Supported Releases Initial Release Expected Retirement
Acumatica 2021 R2 Sept 22, 2021 Jul 31, 2023
Acumatica 2021 R1 Mar 17, 2021 Jan 31, 2023
Acumatica 2020 R2 Sept 24, 2020 Jul 31, 2022
Acumatica 2020 R1 Mar 19, 2020 Jan 31, 2022

Allow our expert team to assist you with your Acumatica upgrade using our two-step upgrade methodology which allows for a TEST upgrade environment where users can test and experience the latest version, as well as a go LIVE plan once all issues have been resolved on TEST and planned for update to LIVE.

As Acumatica is a licensed product the software upgrades and enhancements are provided free of charge to a paying customer.

Support Desk

The support desk will provide you with a case reference number to help track the progress of your ticket, along with the details of the consultant who will be assisting on this query, an estimate of time required, and a deadline for resolution.

The support desk is non-technical and will refer the problem to an available consultant for telephonic or remote resolution. Some cases will require assistance from other Astraia Technology support personnel and some cases may require the assistance of 3rd party vendors. In such cases the support desk will immediately assign the case to the relevant support personnel and division.

The urgency of the incident or request will be determined by the support desk who will assign a priority level (between high, medium and low) and allocate to the relevant consultant to schedule it for resolution.

After the case been resolved to the best ability of the assigned consultant, the user will be requested to acknowledge the completion of the case via email.