AIM Solutions Services
Support Plans Overview
Your Success is Our Success
We have the industry’s highest customer satisfaction rating because we put our customers—and their customers first. When you choose AIM’s Acumatica implementation, you can count on receiving personalized service and expert support from someone who actually understands your business needs.
Standard Support Hours: 7AM CST – 7PM CST
Telephone: 214-373-6084
Features & Benefits
Personalized Support from AIM
AIM Solutions will help in the evaluation, implementation, training, and ongoing support of Acumatica ERP. We’ll match you with a local partner who knows your market and your industry.
Help Desk Support
System errors, Technical issues, Hotfix deployment
Easy Start Up
You’ll see a smooth transition from implementation to go-live support
Quick Response
Four hours or less response for most requests during hours of operations
Experienced Technicians
You’ll get support from a team well-versed in your system and industry
Clear Escalation Path
Critical cases and escalations are placed on a priority escalation path
Critical Update Notifications
We’ll keep you informed on the latest updates, service packs and hotfixes related to your system
GoToAssist
Faster response with remote assistance and live-screen sharing
Year-End Templates
We provide you with year-end closing procedures and related templates to streamline
Systems Supported
Acumatica Cloud ERP
Service History
We’ll maintain a knowledge base of your previous issues and resolutions
Extended Support
As a partner to your in-house support team, we extend the support you offer to your company
Additional Resources
Additional resources are available from Acumatica
How it Works
Personalized Support
We understand the unique needs of a small or mid-sized business and are totally committed to your success. AIM Solutions will be with you through all stages of your Acumatica lifecycle.
Email the HelpDesk
This initiates the support process
Support Request Logged
Your request will be logged into our customer database for tracking and future reference
We Respond
You will receive a response from us in less than four hours on average (during hours of operation Mon — Fri, 8AM — 6PM CST)
The Fix
To help solve your issues quickly, we use remote technical support sessions and live-screen sharing via GoToAssist
Escalation
Any support issue that requires escalation is instantly routed to our senior support staff and given high-priority
Support Plans
AIM Solutions provides local support by Acumatica Certified Consultants. We offer several options to meet your needs. We are here to partner with you and help you grow your business. AIM can also customize a support plan that will better fit your needs outside of the below options.
| Support Plan Options | Standard | Gold | Platinum | Emerald |
|---|---|---|---|---|
|
Length of Plan |
Hourly |
Annual |
Annual |
Annual |
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Included Hours |
|
80 hours |
120 hours |
160 hours |
|
Telephone and Email Support Portal Case Management |
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Basic Product Support |
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Priority Queuing |
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Annual System Review |
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Annual User Security Review |
Hourly |
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Cost |
Standard Rates |
$14,500 |
$21,500 |
$28,000 |
Frequently Asked Questions
Why AIM Solutions?
With deep experience and a nationwide presence, AIM Solutions is dedicated to helping you achieve your goals and keeping your organization on track when you need it most.
- Over 25 years experience implementing ERP solutions
- Consultants nationwide with an average of 15+ years in industry and consulting
- A customer service focus – every client is important and we mean that
- Acumatica Inner Circle Partner
Who staffs the HelpDesk?
AIM Solutions HelpDesk is staffed by experienced, high-level technicians with deep experience in the systems, applications and business processes.
How will I be billed?
The Basic plan is billed on a time & material basis as you use the HelpDesk. Bronze, Silver and Gold plans are prepaid according to the contract established between your company and AIM Solutions.
What about after-hours support?
Support is offered during our extended nationwide hours of operation from 8AM – 6PM CST. After-hours support will be considered on a case-by-case basis.
Will I ever need to call Acumatica support for technical Issues?
Very unlikely. You always have the option to contact Acumatica support directly; however, AIM Solutions has been working with ERP systems for over 25 years and our consultants are some of the best.
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, AIM Solutions can most likely escalate the issue more quickly than you can.
What’s the difference between the AIM and Acumatica support plans?
Unlike Acumatica, when you call AIM Solutions, 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 HelpDesk support?
- On-site support or consulting
- User training and implementation services
- Report writing services
- Installation of custom applications and modifications of custom applications
- Upgrades or migrations
Standard Support Hours and Service Levels
Standard Support Hours | 7AM – 7PM CST | Monday through Friday
Consultant will make commercially reasonable efforts to remedy support issues within the goals listed about, however each support issue may require research and resolution times will vary due to the nature of the issue.
| Priority | Response Time | Goal for Remedy |
|---|---|---|
|
Severity 1: Critical Impact (System Down) |
Within 1 hour |
Within 4 hours |
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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 |
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 |
