Accela’s Support Organization is always there for you

Our experts are co-located with our Development and Product teams and are experienced Accela employees (never outsourced). Our services include:

• Responsive and speedy technical support
• Deep product expertise to help you get the job done
• A “one stop shop” for all your technical questions
• A broad array of support options, from self-service to live agents

Accela also knows many customers prefer self-help options along with agent support. We offer a full “Knowledge Base” document library, active customer forum, and Accela University training so that agency resources have options in the maintenance of their Accela systems. In fact, we have identified over 70,000 self-support touchpoints available to our customers.

For this reason, we have established two ways that customers always know what’s going on with their Accela implementation.

• Accela Success Community – This online customer forum has thousands of members across various groups for SaaS customers, self-hosted customers, administrators, regional segmentation, and many others. The Success Community is where many customers go to post questions and comments and get answers from peers and Accela experts for whatever they’re looking for.
• Accela Trust Page – This is an always-on and immediate communications medium managed by Accela’s Cloud Operations teams. Trust Pages are used to provide rapid communications and status information about our cloud environments, product upgrades and releases, and many other important events.

For this reason, Accela has created an optional Preferred Support offering providing the following enhancements to Accela’s technical support:

• Round-the-clock coverage with 24×7 phone support
• Named Support driving resolution of reported Support questions, requests, and defects
• Scheduled and proactive account health reviews
• Improved Support SLA’s

Preferred Support understands your business goals, operational processes, and unique configuration. Through proactive monitoring, your Named Technical Support Engineer can help you see around the corners and is your primary contact for case management, priority, and escalations.