Understanding Your Acumin Support Coverage

1. Help Desk Access: Assistance via phone, email, or chat for resolving issues or answering questions.

2. Basic Troubleshooting: Diagnosing and fixing minor issues related to the software or hardware.

3. Software Updates and Patches: Provision of regular updates to maintain system security and functionality.

4. Documentation and Self-Help Resources: Access to manuals, FAQs, and knowledge bases.

5. Remote Support: Support agents accessing your systems remotely to resolve issues.

6. Service Level Agreements (SLAs): Guaranteed response times for different levels of issues.

7. Regular Maintenance: Scheduled system checks, backups, or performance monitoring.

8. User Support: Basic assistance for end-users, including guidance on how to use the system.

9. System Monitoring: Ensuring system health and addressing alerts.

1. Major Customizations or Enhancements: Developing new features or modifying existing ones may not be included.

2. Consulting Services: Strategic advice or consulting on system improvements beyond basic support.

3. Training: Advanced user training or certifications often require an additional fee.

4. On-Site Support: Physical visits to your location may incur extra costs unless explicitly covered.

5. Third-Party Software or Hardware Issues: Support for systems or components outside the vendor’s product.

6. Disaster Recovery Services: These may be included at a basic level, but full disaster recovery planning and execution may be extra.

7. Extended Hours Support: Anything beyond standard working hours may require a premium.

8. Performance Optimization: Assistance in optimizing system performance is often considered outside the typical support scope.

9. Outdated Software/Legacy Systems: Support for outdated or non-current software versions.

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