Support ACCE

ACCE Support is Open
9:00am - 5:00pm M-F, CST

We’re committed to providing you with the highest-quality technical support. Please contact us directly.

Call: 651 493 0814
Email: support@arbitersoftware.com

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Service Level Agreements

SLAs Subject to Business Hours

PRIORITY LEVEL 1
Critical Service Impact

1 BUSINESS HOUR

Issue with ACCE critically affects the primary business service, major application, or mission critical system, and Arbiter is determined to be at fault.

PRIORITY LEVEL 2
Significant Service or Implementation Impact 

4 BUSINESS HOURS

The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.

PRIORITY LEVEL 3
Moderate Service Impact 

8 BUSINESS HOURS

The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.

PRIORITY LEVEL 4
No Service Impact

24 BUSINESS HOURS

Non-critical issues, general questions, enhancement requests, or documentation issues.

Not Covered

ACCE SERVICES
  • Debugging Code Not Written by Arbiter
  • Custom Development
  • Training
  • Integrating ACCE into Other Applications
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Covered

ACCE SERVICES
  • Feature Priority Requests
  • Response to Problems or Software Bugs
  • Basic Help Understanding Specific Features
  • Best Practices Advice
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Other Services

Upgrade ACCE

We offer free upgrades if you have an active maintenance contract. The current upgrade documentation is here.

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