Contact Accruent Support to ask for help, clarification, or to report an issue you might encounter. You can contact support whenever you:
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Experience technical difficulties.
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Encounter errors or bugs.
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Require clarification or additional information.
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Need a SOC 2 report.
Follow the best practices when opening support cases to provide detailed information and help the support team to find solutions efficiently.
Prerequisites
You must be a support contact to submit support cases. Your company can have up to five support contacts. To become a support contact, complete the Support Admin learning path and exam in the Accruent Academy.
If you are not a support contact, reach out to your system administrator.
Contact support
Accruent Support is available during the following hours:
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Business hours (24x5): Monday through Friday.
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After-hours support (24x7): For high-severity issues (severity 1 or severity 2), you can contact us over the weekend.
Support channels
You can contact us through the following channels:
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Customer Portal: Enter the credentials you receive when you complete the Support Admin certification. This is our primary support method, as it allows you to share detailed information, define the severity of the case, and include attachments.
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Email: [email protected]
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MS Teams meeting: Book a remote meeting with one of our support consultants.
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Phone:
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USA: +1 877 345-3999
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EMEA: +44 808 234 3335
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Brazil: +55 51 3191-1061
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Case classification
When you open a support case through the Customer Portal, you can define its severity and priority.
Severity
The severity represents how the issue impacts the product:
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Severity 1: Critical issues causing a complete system outage or major application failure, preventing a vital business process with immediate financial impact or data integrity concerns. No workaround is available.
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Severity 2: Serious issues preventing execution of a critical business process, causing major disruption to a key business function. Major functionality is severely impaired, and there is no acceptable workaround.
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Severity 3: Issues that do not prevent critical business processes or impact data integrity. A workaround is available.
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Severity 4: Questions or low-impact issues, such as issues affecting a single user, errors in documentation, or general how-to questions.
Priority
The priority represents how the issue impacts your organization:
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Critical: Issues that prevent business operations, result in financial loss, and require major attention.
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High: Significant issues that affect operations.
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Medium: Issues that impact operations, but a workaround is available, allowing you to continue working.
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Low: Questions or minor issues, such as basic configuration problems, errors in documentation, or password reset requests.
The support team might adjust the support case severity or priority according to your case description.
