Once implementation ends, optimization begins
Optimization is an ongoing process that ensures your Acumatica system operates reliably, efficiently, and in alignment with your business goals. As your technology partner, i-Tech’s Optimization Plans support the full lifecycle of your system by providing predictable service, proactive guidance, and continuous improvement.
Our plans are built around three value pillars: Stability, Efficiency, and Improvement.
We provide you tiered options that match your needs, from essential support to strategic guidance.
Starter
Provides essential coverage to maintain system stability and consistent operations.
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User assistance and “how-to” questions
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Technical & break/fix support
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Annual upgrade management
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Limited training for existing modules
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Case submission via portal or email (up to X cases/month – you can decide if you want to show this or keep it generic)
Boost
Enhances reporting, training, and upgrade support to improve daily efficiency. Everything in Starter, plus:
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New reports/inquiries for existing modules
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Quarterly training sessions
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Annual upgrade management with 4 dev/validation hours
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Bi-annual system health checks for optimization
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Higher case capacity (15 per month) with increased contacts (up to 4)
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4 i-Tech Academy complimentary hours per year
Accelerate
Delivers continuous improvement with dedicated resources and strategic system advisory. Everything in Boost plus:
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Unlimited training sessions
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Bi-annual upgrade management with 8 included development & validation hours
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Quarterly system health checks and full review/optimization
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Dedicated resource with strategic business reviews and roadmap advisory
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Unlimited cases and up to 6 contacts, plus full ISV/third-party case support management
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8 i-Tech Academy complimentary hours per year
Additional Benefits
Boost:
- New Module Add-On License Discounts: 5%
- IT Managed Services Discount: 10%
- i-Tech Academy Complimentary Hours: 4 hours / year
- Annual Cybersecurity Risk Assessment
Accelerate:
- New Module Add-On License Discounts: 10%
- IT Managed Services Discount: 15%
- i-Tech Academy Complimentary Hours: 8 hours / year
- Annual Cybersecurity Risk Assessment
Why an Optimization Plan?
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Predictable, fixed-cost model
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Comprehensive coverage with proactive
guidance and open discussion -
Consistent, high-quality support and
peace of mind -
Measurable and aligned KPIs for Support
Service Level Agreement (SLA) Response Times
At i-Tech, every support request is managed with clearly defined response times to ensure fast, predictable resolutions.
All requests are handled during normal business hours: Monday–Friday, 8:00 AM–5:00 PM Eastern Time, excluding holidays.
Clients can submit support cases through the i-Tech Customer Portal or by emailing: acumatica.help@i-techsupport.com
Note: These responses times apply only to end-of-support requests and severity is triaged by i-Tech according to the below descriptions.
Severity Level Descriptions
Severity 1: Urgent
A complete production outage or system failure with no available workaround, causing significant data loss, data integrity concerns, or compromised security. E.g., site down, login failures, system not loading.
Severity 2: High
A critical feature is unusable with no workaround available, creating meaningful operational or financial impact. E.g., email failures, payroll printing issues, inability to close a financial period.
Severity 3: Medium
A partial loss of functionality that impacts workflow but does not stop system operations. E.g., minor module issues, certain configuration errors.
Severity 4: Low
Cosmetic issues, user questions, enhancement requests, and form change requests. E.g., UI updates, low-impact corrections, training inquiries.
