Support Summary
- Support Channels: Email, phone, and live online assistance sessions
- Availability: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time (excluding holidays)
- Response Time: Typically within one (1) business day
- Who Can Contact Support: Designated account administrators only
- Scope: Help with using features, troubleshooting issues, and configuration guidance
- Not Included: Data entry, account management, custom development, or consulting services
- After-Hours Support: Not guaranteed; requests are handled the next business day
Engineerica Systems, Inc. (“Engineerica”) provides technical support for AccuMembership to help Customers effectively use the Service. This Support Policy outlines the scope, availability, and expectations of support.
1. Scope of Support
Support is provided to assist Customers with using and maintaining AccuMembership.
Support includes assistance with:
- Using AccuMembership features and functionality
- Troubleshooting system issues or unexpected behavior
- Guidance on system configuration and setup
- Questions related to data import and export
- General best practices for using the Service
Support does not include:
- Performing administrative or operational tasks on behalf of the Customer
- Data entry, data cleanup, or ongoing account management
- Custom development or modification of the software
- Consulting services unrelated to use of the Service
Additional training or advanced assistance may be available separately.
2. Authorized Support Contacts
Support is provided to designated account contacts authorized by the Customer. Customer may designate a certain number of authorized support contacts. The number of contacts depends on the Customer’s subscription plan as follows.
| Membership Size | #of Support Contacts |
| 1 to 300 | 3 |
| 301 to 1,000 | 4 |
| 1001 to 3,000 | 5 |
| Over 3,000 | 6 |
If needed, additional support contacts can be added for a fee.
Customers are responsible for:
- Designating appropriate support contacts
- Ensuring that support requests are submitted by authorized individuals
Engineerica does not provide support directly to members of Customer organizations.
3. Support Channels
Support may be provided through:
- Telephone
- Live online assistance sessions
Available support channels may vary depending on the Customer’s subscription plan.
4. Support Availability and Response Times
Support is provided during normal business hours, typically Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding holidays. While we monitor systems continuously, support requests submitted outside of business hours will be addressed on the next business day.
Engineerica’s goal is to respond to support requests within one (1) business day. Actual response times may vary depending on request volume and complexity. Support is provided on a reasonable-effort basis. Engineerica does not guarantee resolution times.
Engineerica does not provide guaranteed after-hours or emergency support unless the customer orders an after-hours support service.
5. Customer Responsibilities
To ensure effective support, Customers are responsible for:
- Providing clear and accurate descriptions of issues
- Supplying relevant information or screenshots when requested
- Managing their own data and account configuration
- Ensuring that their users are properly trained in system use
6. System Updates and Maintenance
AccuMembership is continuously improved through updates, enhancements, and bug fixes.
- Updates may be deployed without prior notice
- Engineerica will use reasonable efforts to provide advance notice of scheduled maintenance that may result in service downtime
7. Fair Use of Support
Support is intended to assist with reasonable use of the Service.
Engineerica reserves the right to:
- Limit or prioritize support requests that exceed reasonable usage
- Recommend alternative solutions, training, or services for complex or ongoing needs
8. Additional Services
Services beyond standard support, such as:
- Extended training
- Data migration assistance
- Custom consulting
may be available for an additional fee.
9. Changes to This Policy
Engineerica may update this Support Policy from time to time. The most current version will be available at:
https://www.engineerica.com/accumembership/accumembership-support-policies/
10. Contact
For support requests, please contact:
