STANDARD SUPPORT TERMS

  • Phone Support:  8am to 5 pm CST (Monday – Friday) (excluding company holidays)                       Support Phone: 210-961-9998
  • 24×7 Support by Email: support@akoreftplus.com
  • Extended support hours will be provided during the periods of the 14th thru the 31st of each month and will include weekends and holidays.
  • AKORE Cloud email support 24x7x365 , support@akoretax.com
  • Case Logging – Customer inquiries will be logged and tracked until completion
    • Telephone Support
    • Email Support
  • Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service that it provides to all other customers under support for no additional fee.
  • Bug fixes to bring the service into substantial conformance with its then current user guide.
  • Initial Response time of 2 business hours  or less
  • Resolution Process
  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error

 

  •  Scheduled Outages are usually scheduled during weekends and non-business hours and customers are usually notified via email