The SiPD Support Contract allows you to communicate with our Support Center as often as you need.
You can reach our team in several ways:
- by phone
- by email or
- by creating a case on our Customer Portal.
The timeframe for evaluating and assigning your request to an agent is a maximum of one hour. You will receive an email confirming that we have received your request.
Depending on the type and severity of your request, the Service Level Agreement (SLA) in your contract will dictate the maximum timeframe within which an agent will take charge of your request. This deadline is indicated in the confirmation email. We also process your requests according to the priority you indicate.
During interventions, our level 2 technicians certified by Acumatica can either share their screen with you or take control of yours with your permission. This way, troubleshooting is done quickly while avoiding the expense and time involved in a visit to your office.
Flexible One Stop Shop
Our mission is to be a one stop shop for our customers. We offer different levels of support for your environment, depending on your needs.
SiPD is not only providing support on the ERP itself but also everything that come into play to operate efficiently the ERP, from network, printers to third-party products connected to the ERP.
As opposed to other IT support groups, SIPD Services have the knowledge of your ERP system, the very foundation of your business, and by that knowledge, will make sure your system is healthy and fast.
SIPD Services’ helpdesk is generally open to our members from 8:30 am to 12:00 pm and from 1:00pm to 5:00 pm from Monday to Friday.
An after-hours support service is also available.
Contact-us to see!