Acumatica Support
Acumatica support refers to technical and functional assistance for organisations running Acumatica ERP — covering break-fix resolution, configuration guidance, customisation support, upgrade management, and performance tuning for Acumatica Cloud ERP and its industry editions.
How it works
Acumatica operates exclusively through a value-added reseller (VAR) channel — Acumatica Inc. does not sell or support directly to end customers. Your support relationship is with your implementing VAR partner. Acumatica provides second-line escalation to partners through its partner portal. This model means support quality and SLAs vary by partner; the VAR's own capabilities matter more than the Acumatica brand.
Selection criteria
| Criterion | What to evaluate |
|---|---|
| VAR technical depth | Your VAR should have certified Acumatica developers who can resolve customisation and integration issues, not just configuration questions. |
| Industry edition expertise | Acumatica's construction, distribution, and manufacturing editions have module-specific configuration complexity. Confirm your VAR has delivered in your industry edition specifically. |
| Customisation ownership | Acumatica customisations are built in the Acumatica Framework. Confirm who holds the source code and will maintain compatibility across upgrades. |
| Upgrade cadence | Acumatica releases major versions twice a year. Your VAR should have an upgrade process — including regression testing — defined in the support agreement. |
| Consumption pricing implications | Acumatica prices on consumption (transaction volume), not per-user. Your VAR should help you model consumption growth as the business scales. |
Frequently asked questions
Does Acumatica offer direct support to customers?+
What is the Acumatica support portal?+
How does Acumatica support handle customisations?+
Ready to assess your ERP managed services options?
Our specialists work with IT directors and finance leads at organisations managing one or more ERP platforms. An assessment takes 45 minutes and produces a written summary you can share with your steering committee.