Skip to content

ACI Customer Support Services

We understand that you want more out of your solution while reducing the potential for downtime, operating inefficiencies or functionality that could negatively impact your customer’s experience and that you need quick responses to meet the ever-changing market demands.

We understand that no one size fits all when it comes to our customers, with different organizations requiring different degrees of help and support. We have developed three different levels of support to allow you to choose the right package to suit you.

Customer Support

ACI Support Services Plans

You can choose from Standard; Global HELP24, Enhanced; with tailored support, or Premium; with fully customizable support. We want you to get the best value from your ACI software as well as being here to help future proof your business requirements.

Learn more about our Customer Support Services >

Support Plans

Standard support

Standard Customer Support

EA global helpdesk chartered to swiftly resolve technical support cases and answer technical product questions for ACI-supported solutions and customizations.

  • Break/fix
  • New major and minor releases
  • Mandate releases
  • Patches
  • Documentation
  • User Groups
  • eSupport portal
Enchanced Support

Enhanced Customer Support

Named Technical Account Manager to provide personalized support to help with case resolution, accelerated SLAs, and included solution consulting to ensure optimum system performance and provide regulatory compliance assistance and after-hours support.*

  • Break/fix
  • New release
  • Patches
  • Documentation
  • User Groups
  • eSupport portal
  • Enhanced SLA
  • Technical Account Manager
  • System Health Check
  • Performance Tuning
  • Capacity Planning
  • Regulatory compliance assistance 

*Specific support depends on ACI product/solution

Premium Support

Premium Customer Support

Truly proactive support from a dedicated team that understands your business and your business needs, with customizable scope to suit your needs and may include:

  • Test & Install Support
  • Release & Planning Management
  • Production Support
  • Technical Support
  • Preventative Maintenance
  • Custom Development
  • Consultancy
  • On-call / After-hours Support

How Can ACI’s Support Services Help You

The ACI Standard Plan

Our Standard Plan has been designed to give you the first level of support to help you with everyday mission-critical system issues by providing you access to:

  • A Global helpdesk that is available 24x7x365
  • Experienced resources who respond quickly

Thus minimizing any applications disruption with rapid issue resolution

Visit our Support page >

The ACI Enhanced Plan

Our Enhanced Plan has been especially designed to put your business at the heart of our Support services by providing you access to:

  • A technical account manager
    • Your technical account manager is your single point of contact for all support issues, conducting regular case reviews to keep you on top of your support issues and is your partner in solution support planning
  • A pool of experienced resources
    • Your support issues can be quickly dealt with by experienced technical experts in solutions
  • 200 hours per year of technical consulting help
    • Your business needs to keep moving forward and you can plan and execute those big projects with our team’s assistance

Learn more about the ACI Enhanced Plan > 

The ACI Premium Plan

Our Premium Plan has been especially designed to allow you the flexibility to customize our Support Services to suit your business needs by providing you access to:

  • Dedicated team support
    • You get dedicated technical resources who know your systems, to quickly identify the root of any problem
    • You get a dedicated team to work intimately with you to plan and execute on your support needs
  • Customizable number of hours
    • You get to access to expert resources to work on those projects that best support your business needs, whether release planning or custom modifications for your solution
  • Comprehensive support
    • You get operational efficiency with access to expertise knowledge of both ACI’s solution and your environments
    • You get consultancy on how to leverage any new functionality, allowing you to be agile and proactive in meeting your customer’s needs

Learn more about the ACI Premium Plan >