Which option is right for your agency?
MAS Enterprise vs. MAS On-Demand
Explore which model fits your agency best
MAS Enterprise:
- Full-service, continuous, proactive support
- Dedicated account team
- Strategic guidance & planning
- Ideal for agencies needing long-term, hands-on help
MAS On-Demand
- Support when you need it
- Draw from pre-purchased hourly support blocks
- A budget-friendly way to get targeted help with system administration tasks
- Ideal for staffing gaps, release cycles, issue resolution
Benefits
This offering from Accela provides an extension to your in-house system administration team. Our trained staff can perform all ongoing administration and forward-looking solution optimizations for your Accela implementation.
With the Accela Managed Application Services, you’ll always have:
Rapid response
Rapid response times, combined with true 14 hour by 5 days coverage, ensures your staff and citizens will get the help they need when they need it most
Ongoing optimization
Continuous service delivery, along with the proactive improvement required to keep your Accela solution up-to-date with new product features and your evolving business needs
Expert guidance
A subject matter expert engaged when working with Accela’s Support
Day-to-day system administration
- Manages intake service request tickets, performs independent triaging for problem tickets, and proactively drives issue resolution
- Performs daily system administration functions such as user account administration and permissions management
- Provides risk/impact assessment guidance on testing leading up to new product releases and service packs
- Extends hours of support to 14 hours a day by 5 business days each week
- One-hour human response is included for critical issues.
Proactive continuous service improvement
- Includes semi-annual Continuous Service Improvement (CSI) workshops and roadmap analysis based on customer priorities
- Provides a quarterly optimization release plan based on CSI roadmap
- Includes standard review meeting cadences with appropriate stakeholders to monitor progress
Configuration Enhancements
- Resources perform configuration changes – including modifying workflows, users, user groups, permissions, etc.
- Provides development and modification of automation (scripting) and fee calculations
- Includes enhancements to existing integrations
- Supports development and modification of reports
- Includes implementation of new product functionality
Introducing our new MAS On-Demand option: Flexible, expert support, only when you need it
Get expert Accela support with MAS On-Demand. It’s our most flexible Managed Application Services option, giving you a quarterly bucket of support hours to use however and whenever your agency needs, from troubleshooting and enhancements to staff coverage and release planning.
Whether you’re facing a complex issue or just want backup in case something comes up, MAS On-Demand lets you stay agile, supported, and in control.
What’s included:
- On-demand access to Accela experts
- Support for incidents, problems, and enhancements
- Support hours to use each quarter
- Real-time tracking through the MAS customer portal
- Supplemental help for strong internal teams
MAS On-Demand is not a replacement for long-term project work but is ideal for quick-turn, tactical needs.
MAS On-Demand is designed for
- Customers with budget constraints, looking for flexible coverage
- Agencies with strong internal teams needing backup
- Organizations that want “insurance” in case something comes up
- Customers who need expert support without weekly meetings or continuous engagement