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, 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.

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. Accela will provide on-site assistance at our then-current time and materials rates, and the customer will be responsible for associated expenses.