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Highly trained and experienced staff to help you maximize the value of your Accela Solution with a broad set of technical support services.

Our support team was developed to provide uninterrupted support when you need it.

Our experts are co-located with our Development and Product teams and are experienced Accela employees (never outsourced). Our services include:
  • Responsive and speedy technical support
  • Deep product expertise to help you get the job done
  • A “one stop shop” for all your technical questions
  • A broad array of support options, from self-service to live agents

We work diligently to hit our customer engagement service level agreements of:

  • < 30 second call answer time
  • < 20 min response time
  • 50% of cases resolved in < 7 days, no matter the nature of the issue

Accela also knows many customers prefer self-help options along with agent support. We offer a full “Knowledge Base” document library, active customer forum, and Accela University training so that agency resources have options in the maintenance of their Accela systems. In fact, we have identified over 70,000 self-support touchpoints available to our customers.

man working tech support in front of computer

Focus on
Communications

To provide high value customer service and support, Accela knows that consistent and accurate communications are critical.

For this reason, we have established two ways that customers always know what’s going on with their Accela implementation.
  • Accela Success Community – This online customer forum has thousands of members across various groups for SaaS customers, self-hosted customers, administrators, regional segmentation, and many others. The Success Community is where many customers go to post questions and comments and get answers from peers and Accela experts for whatever they’re looking for.
  • Accela Trust Page – This is an always-on and immediate communications medium managed by Accela’s Cloud Operations teams. Trust Pages are used to provide rapid communications and status information about our cloud environments, product upgrades and releases, and many other important events.
business people in front of computer

Accela Preferred
Support

We know that all customers are not the same when it comes to the levels of technical support they are looking for.

For this reason, Accela has created an optional Preferred Support offering providing the following enhancements to Accela’s technical support:
  • A named technical support advisor for each customer in the program
  • Full coverage, with 24 x 7 x 365 on-call availability
  • Scheduled and proactive account health reviews
  • Intimate knowledge of your system, setup, and requirements

For customers, Preferred Support is like having an extra agency employee who is an expert in your Accela implementation and always ready to ensure your system is fully optimized.

man in front of computer on the phone

Accela Support: Customer Comments

“I was really happy with how fast I was contacted about my issue and the willingness to jump on a call with me to go through the steps to recreate it.”

— St. Louis, MO

“The Accela team always responds to our requests in a timely and efficient manner. Thank you all.”

— Sacramento, CA

“Support was very knowledgeable, and we were able to find the root cause quickly.”

— Shelby, TN

Looking for Support?

 

For Customer Support and Community inquiries, please visit the Accela Success Community, our one-stop-shop for all customer communications, resources, support and peer exchange.

If you are a current Accela customer and not yet registered in community, please create an account. We look forward to seeing you there.

Accela Customer Support
Monday – Friday:
4:00 a.m. – 6:00 p.m. PT
Create a case via Community

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