Acumatica Optimization & Support Plans
From intelligent implementation to ongoing optimizations, i-Tech has your back.
Optimization doesn’t stop when implementation ends. It’s ongoing work that keeps your Acumatica system reliable, efficient, and aligned with where your business is headed. As your trusted technology partner, i-Tech stays with you for the full lifecycle: predictable service, proactive guidance, and steady improvement.
Why Businesses Choose an Optimization Plan
- Proactive guidance that catches issues before they slow you down
- Clear, reliable reporting that turns your ERP data into decisions
- A predictable, fixed-cost model, so budgeting has no surprises
- Support measured against your goals, with KPIs you both track
Compare Optimization Plans
Starter
Essential coverage that keeps your system stable and your operations consistent.
- Unlimited support cases: user assistance, technical support, and break/fix
- ISV and third-party case management
- Annual version upgrade management
- Dedicated Client Success Manager and annual plan usage review
- Acumatica case management, online and email submission, self-service portal
- AI Readiness Assessment and Aspire Lite Integration included
Boost
Adds project capacity, health checks, and business reviews to improve daily efficiency.
Everything in Starter, plus:
- One new work initiative at a time (reports, workflow reviews, projects)
- Bi-annual system health checks
- Quarterly business reviews with your Client Success Manager
- Alloy AI initiatives
- 5% new module license discount, 10% IT managed services discount
- 10% Aspire Advanced Integration discount
Accelerate
Continuous improvement with dedicated resources and strategic system advisory.
Everything in Boost, plus:
- Dedicated Technical Account Manager with bi-weekly cadence calls
- Up to three new work initiatives at a time
- Bi-annual version upgrades and quarterly health checks
- Industry-specific modification library
- 10% new module license discount, 15% IT managed services discount
- 15% Aspire Advanced Integration discount
Service Level Agreement
At i-Tech, every support request is tracked against clear response targets, so you always know where your issue stands. Support runs Monday through Friday, 8:00 AM to 5:00 PM Eastern, excluding holidays. Submit requests by email to acumatica.help@i-techsupport.com or through the i-Tech Customer Portal.
You set the priority when you submit a case, and i-Tech triages and assigns the severity. These targets apply to product support cases (user assistance, technical support, break/fix, and ISV case management). Resolution times vary with the nature of the issue.
Severity 1: Urgent
Total failure of a production system or module with no workaround, or an issue causing significant data loss, data integrity problems, or compromised security.
Examples: Site down, login issues, site not loading.
Response: 1 hour
Remedy goal: Within 4 hours
Severity 2: High
An issue that blocks standard features with no workaround, where resolution is needed to avoid significant financial burden to the business.
Examples: Email issues, payroll check printing, inability to close a financial period.
Response: 4 hours
Remedy goal: Within 24 hours
Severity 3: Medium
Partial, non-critical loss of functionality that impairs some operations but lets you keep using the software.
Response: 24 hours
Remedy goal: Within 3 business days
Severity 4: Low
General system usage questions.
Response: 48 hours
Remedy goal: Within 10 business days
Get a Plan Recommendation
Tell us where your system stands today, and we’ll recommend the plan that fits.
Frequently Asked Questions
Want to speak to an Acumatica ERP expert? Email acumatica.help@i-techsupport.com
Why i-Tech?
Optimization doesn’t stop after implementation, and neither do we.
As an Acumatica Gold Certified Partner with 25+ years of ERP experience, we help businesses keep their Acumatica system reliable, efficient, and aligned with their goals through predictable support, proactive guidance, and continuous improvement.
Customers choose i-Tech because we offer:
- Acumatica Gold Certified Partner expertise
- 25+ years of ERP experience
- A U.S.-based Acumatica Help Desk
- Predictable monthly support plans
- Guidance that extends beyond implementation
Who staffs the Help Desk?
Our Help Desk is staffed with experienced ERP consultants and Acumatica specialists with deep expertise in business processes, reporting, integrations, and system administration.
When you contact i-Tech, you’ll work with a team that understands your system, configuration, and support history, helping resolve issues quickly without having to explain your environment every time.
What's the difference between your plan and Acumatica's own support?
Acumatica’s support covers the core software platform.
Our Optimization Plans support your unique system, including your configuration, reporting, integrations, upgrades, and user guidance. You’ll work with a team that already knows your environment and can help you solve issues, answer questions, and identify opportunities to get more from Acumatica.
Which plan is right for us?
Starter keeps your system stable with unlimited break/fix support, ISV coordination, and annual upgrades. Boost adds project capacity for new reports and workflow reviews, plus health checks and quarterly business reviews. Accelerate adds a dedicated Technical Account Manager, bi-weekly cadence calls, and multiple initiatives running at once.
Not sure which plan fits? We’ll recommend the right option based on your current system and business goals.
How will I be billed?
A fixed fee invoice is issued on the first of each month, in advance of that month’s service, based on your selected plan.
If you’re not on an Optimization Plan, support is billed for time and materials at our current professional services rate.
Is there after-hours support?
Standard support runs Monday through Friday, 8:00 AM to 5:00 PM Eastern, excluding holidays.
After-hours support isn’t included in the plans, except for critical impact or systems-down issues.
Will I need to contact Acumatica support for technical issues?
Probably not.
Our consultants resolve most technical, functional, and configuration issues directly. If a case requires Acumatica’s involvement, we’ll coordinate the escalation and work directly with their team until the issue is resolved.
Because we already know your system, you spend less time explaining the issue and more time getting back to work.
What's the difference between implementation and an Optimization Plan?
Implementation gets your Acumatica system live. An Optimization Plan keeps it running reliably after go-live with ongoing support, upgrades, reporting, training, health checks, and continuous improvement as your business evolves.
What is excluded from Optimization Plans?
Optimization Plans cover ongoing support and improvement of the system you already have. Work that needs its own scope isn’t included. That covers:
- New module or new edition implementations, and the training that goes with them
- New tenant, company, or branch implementations
- Advanced financial consulting, such as reconciliation work or GL account restructuring
- Development work: new customizations, changes to existing customizations, upgrading customizations for new versions, and custom integrations
- On-site support or consulting
- After-hours support, unless the issue is critical impact or systems down
If a request falls outside your plan, we’ll review the scope with you first and get written approval before any billable work begins.
Can we change plans later?
Yes. You can move up a tier at any point in your term. Just let us know before that month’s invoice generates so the pricing and coverage reflect the new tier right away.
Downgrades take effect at your annual renewal.