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.