| As part of software maintenance, Accela's
Customer Resource Center (CRC) provides centralized support for Accela
product(s), ensuring continued professional service. The standard maintenance
package includes: phone support, on-line help screens, product documentation,
on-line modem support, Web support, on-site visits, e-mail updates, and
user group meetings.
Phone Support
The CRC is available Monday through Friday from 4:00 AM to 6:00 PM Pacific
Time (excluding observed holidays). Each report of a problem is logged
and given an incident number. The CRC staff will stay in constant contact
with the agency until the incident is resolved. A verbal closure and/or
letter of closure shall then be sent to the agency as verification that
the incident has been successfully closed.
On-line Help Screens
Accela software has context sensitive on-line help screens that can be
easily accessed while using the program.
Product Documentation
Detailed user manuals and reference guides are provided to clients for
both technical and non-technical information about Accela products. Agencies
will receive one hard copy of the applicable document but the agency is
free to make as many additional copies as are necessary for their users.
On-line Modem Support
Accela offers on-line modem support during the hours of 8:00 AM to 5:00
PM Pacific time, Monday through Friday. A 56k modem is recommended and
this support is best used for investigating program and data problems.
This service can also be used for downloading program corrections.
Web Support
The CRC can provide on-line, real-time assistance via WebEx.
On-site Visits
In certain cases, arrangements can be made to have an Accela representative
visit the agency to try to resolve a problem.
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