Quick Overview
- Technical support is provided to registered Technical Contacts only.
- Support is available via email, phone, online meetings, documentation, webinars, and the Knowledge Base.
- Business hours are Monday through Friday, 8:00 AM – 5:00 PM Eastern Time, excluding company holidays.
- Email support is preferred and provides the fastest response.
- Initial response goals vary by license type.
- Personalized training, after-hours support, and certain professional services may require additional fees.
- Support policies may be updated from time to time.
Who Gets Support?
- Support is provided to an authorized center or college staff member only. You need to enter these persons in Accudemia as registered Technical Contacts (TCs) for your center or college.
- No direct support is provided to students. Students: Please do not contact us directly with your appointment or log-in issues as our support staff does not have access to your college data and thus cannot help you. Students need to submit their questions directly to the academic center.
- If you have a regular Accudemia License (formerly called Institution), then you can have 3 or more Technical Contacts: 1 contact for the College, 1 IT Contact, and 1 contact per center. For example, if your Institution License is for 3 centers, then you can have 5 Technical Contacts (1 College contact + 1 IT contact + (1*3) center contacts).
- If you have an Accudemia Light (formerly called Small Center) or an Essentials license, then you can only have one Technical Contact designated for reaching out to support.
- If needed, additional Technical Contacts can be added for an annual fee of $499 each.
- You must specify your Technical Contacts by entering them into Accudemia’s Technical Contacts Management screen. You can add contacts there as long as you have open slots for them.
- You can also remove or replace a person on the Technical Contacts list. This requires approval by our staff. Please allow two business days from receipt for the request for the change to be processed.
- If you need to replace the main account admin on your Accudemia account, the easiest way is for the listed main contact to contact us and ask for the change. If this is not possible, then we need a request stated in writing on official college letterhead. Please send these requests to support@accudemia.com and copy the previous main account admin (if known). Please allow two business days from receipt for the request for the change to be processed.
Support Entitlements by License Type
- Users with a regular Accudemia License: There is no limit on support as long as it is not excessive. One complimentary Getting Started session per licensed center is included with new accounts.
- Users with an Accudemia Light license: Up to ten (10) Support Units per month. One complimentary Getting Started session is included with new accounts.
- Users with an Essentials license: Up to five (5) Support Units per month. One complimentary Getting Started session is included with new accounts.
What is the Response Time (SLA)?
Our goal is to reply to all support requests ASAP. Historically, the majority of the support tickets are answered within two business hours from receiving them. The response time will of course depend on the support load, which varies day to day. For example, the start of the Fall Semester traditionally has heavy support load thus it takes longer to answer tickets during that time.
Here are the initial support goals for the various Accudemia licenses:
- The support initial response goal for the regular Accudemia license is 8 business hours.
- The support initial response goal for the Light license is 16 business hours.
- The support initial response goal for the Essentials license is 24 business hours.
What Support Does Not Include?
Standard technical support does not include:
- Custom software development
- Custom reports or data exports
- Data entry services
- Third-party software support
- Institution-specific business process consulting
- On-site services
- Configuration changes performed by Engineerica staff on behalf of the customer
- Manual database updates, corrections, or deletions
- Any work that requires software development, database modifications, or other development resources
These services may be available separately from Engineerica and may be subject to additional fees, scheduling requirements, and resource availability.
How is Support Provided?
Accudemia registered technical contacts can submit their support requests via phone or email. Email is preferred because it gets entered into our support ticketing system automatically and is viewed by several staff members. If you call, a ticket will be created manually.
You may submit your questions via email at any time. Expect replies during business hours only.
Telephone Support is provided Monday through Friday from 8:00 a.m. to 5:00 p.m. Eastern time, except for company holidays.
Online assistance and training sessions must be scheduled in advance and are provided on a first-come, first-served basis.
After Hours Support
If for some reason you require live support (via phone or remote assistance session) after our normal business hours, you may order After Hours Support services for an additional fee. Contact us for the details:
What Does Support Cover?
- Explaining how to use the system.
- Answering questions on what a certain software function does.
- Answering questions on how to perform certain tasks – if supported.
- Troubleshooting problems.
- Investigating system anomalies.
- Training: We offer monthly training webinars. You can view past webinars on our YouTube channel. Personalized online training is also available to new accounts. Please allow one week’s notice for personalized training.
Excessive Utilization of Support
We offer unlimited support for the first 30 days of opening your Accudemia account. After the first 30 days, if your support usage significantly exceeds the average usage of other Accudemia users, we will notify you by e-mail. If excessive usage continues after the email notification, we reserve the right to recommend additional training, professional services, or a different support arrangement when support usage substantially exceeds normal usage patterns.
The above restrictions were put in place only to discourage overuse, which clogs up the support queue and negatively affects all users.
What do I do if I discover a security vulnerability?
Security vulnerabilities should be reported through the procedures described in our Vulnerability Disclosure Policy rather than through standard support channels.
What About Feature Requests?
Accudemia is an off-the-shelf software – not custom-built for each user. This means the software features are offered as-is.
We welcome and encourage all improvement ideas and new feature requests. These will be put on a “Wish List” that is used when working on future releases. Each request is evaluated based on its usefulness to all users. Requests which are found useful and generic will be implemented. The implementation of a certain feature and its timeline are solely determined by the Accudemia manager and development team.
To submit your improvement ideas or feature requests, please use our online feedback system by clicking here.
We also offer paid custom-programming services to our clients. Contact us for more information.
NOTE: Support Policies are subject to change without notice.
Thanks for using Accudemia!
