Simply put, post-sale support is the key.

Great dealers know that selling hardware and software solutions is just the beginning. Post-sale support, expertise, follow through, and patience is necessary to help customers adapt to and recognize the value and ROI of their purchase as quickly as possible. That's where ACDI comes in.

Our vast industry experience and expertise in technical support and service sets us apart. When you partner with ACDI, your staff can focus on the core competencies that give you a competitive advantage while leaving the headaches of a full technical support division to the pros. ACDI acts as the professional support specialists FOR your organization - so you don’t have to. Meanwhile, your valued customers have access to best in class professional services, support, troubleshooting, training, and more.

Experienced professionals, it’s what sets ACDI apart.

ACDI’s Professional Services Division is comprised of multiple departments dedicated to serving the unique needs of your customer.

Project Management

Dedicated Account Coordinators
Prompt Installation Scheduling
Single Point of Contact
Available to Answer Any Install Questions
Educates Implementation Team on Install Process
Installation Quality Assurance & Customer Service

Installation Services

Implementation Experts
Custom Software Configurations
3rd-Party System Integrations
Software Training
Functionality Assurance

Help Desk Support

Courteous Phone and Email Support
Hardware and Software Support
Subject Matter Experts
Industry-Standard Response Times
Dynamic Support Ticket System
Multi-lingual Support (English, French, & Spanish)

ACDI offers two levels of support – basic Upgrade Assurance and premium ProServices – available for end-users who have purchased software, hardware, or services directly from an ACDI reseller. An end-user is defined as the individual or organization that purchases software, hardware, or services through an authorized equipment reseller partnered with ACDI.

Other professional services can be purchased to provide software or hardware installation, upgrades, or training.

Professional_Servcies_Comparison_2018

What You Get

The following Services are provided with an ACDI Support Agreement:

Manned telephone support.
Monitored email support.
Remote assistance using Remote Support Software.

What You Don't Get

Support does not include the following:

Technical support resources for the purposes of installing or upgrading/downgrading the software or migrating to different servers. Other professional service packages can be purchased to provide installation, upgrading/downgrading, migration, or training of software products.
Maintenance and Support Services do not extend to issues with end-user networks or infrastructure, end-user hardware, or issues with 3rd-party integrations.
Reconfiguring an MFP as a result of new hardware replacement.

Terms and Conditions for SLAs

ACDI shall not be responsible for the failure to meet a Service Level commitment if the failure is caused by: (i) any breach or non-compliance, or the negligence or intentional acts or omissions of an end-user or its employees or agents; (ii) a fault with any equipment, software or systems not furnished by ACDI, (iii) problems, or configuration or integration issues with an end-user’s own systems, computers or network facilities, (iv) unavailability of the internet or failure of communication networks or power services.