Technical Support Services
Optimize your software development process. Increase your developer productivity. Improve your product quality. Enjoy a superior ownership experience with AccuRev software. Expect excellence from AccuRev technical support.
Nobody knows more about software development than the experts at AccuRev. We utilize the latest technology to assure that you benefit from the latest product enhancements and minimize disruptions within your development organization. Your success is our top priority, and our approach is designed to assure success at every stage of your AccuRev deployment.
AccuRev customer service utilizes engineers that are trained cross-functionally in order to deliver technical support and professional services. Every AccuRev engineer has completed the Teacher Training for the AccuRev Certified Engineer (ACE) program, and has extensive industry experience in SCM, Issue Tracking and ALM solutions. In addition to technical support, AccuRev engineers provide process audits, deployment services, ALM integration services, ACE training, and end-user training.
AccuRev Technical Support Includes:
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Support Resources:AccuRev has a long-term commitment to delivering faster, easier, and more efficient mechanisms to managing your AccuRev deployment. We continue to improve upon our automated support services to include more SCM best practices, process automation, and proactive responses. These support resources currently include:
– Frequently Asked Questions – Ability to log and review incidents – Intra-company incident sharing and report generation – Seamless reassignment of incidents when crossing time zones |
Tyler Theobald, Change Management Systems Analyst, Northern Natural Gas
Tiered Support Coverage
AccuRev provides several tiers of support coverage to meet your company’s needs.- Standard 5 x 12
Our standard support offering provides coverage Mon-Fri, 7:30 AM to 7:30 PM EST. This is a good option for development teams that are not globally distributed or where designated contacts work within these timelines. - Extended 5 x 24
The ideal offering for mid-size organizations with geographically distributed development teams, this package provides extended 5 days (Mon-Fri) x 24 hour coverage. Your AccuRev servers and replicas are being accessed around the clock and logged incidents will transfer within AccuRev to engineers based in North America, Europe and Asia as needed. Your global teams around the world will be able to leverage AccuRev support regardless of time zone. - Critical Care 7 x 24
This premium package layers on top of the Extended 5 x 24 package and provides for fast response to any urgent production stoppages** that might occur. You will get a technical response 7 x 24, in 4 hours or less, including holidays.
**Urgent production stoppages are defined as major problems or functionality failures where multiple users cannot perform useful work. Non-production stoppages will be responded to per Extended 5 x 24 SLA.
Standard(5 x 12) |
Extended(5 x 24) |
Critical Care(7 x 24) |
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| Version upgrades & Service Packs |
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| Web-based & Email Access (Designated Contacts Apply) |
2 contacts |
3 contacts |
5 contacts |
| Telephone Access | |
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| Unlimited FAQ, Knowledge Base and Forums | |
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| Mon - Fri 7:30 AM - 7:30 PM | |
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| Mon - Fri 24 hours | |
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| 7 x 24 Production Stoppage Support for Holiday/Weekend Coverage | |
AccuRev provides world-class customer support. Being responsive and helpful to our customers is our top priority. We are proud of our fast response times, our commitment to technical excellence and our proven ability to exceed your expectations. Our high service renewal rates and repeat sales demonstrate that both our products and services are adding great value to our customers.