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 to Your Account
Quickly Schedule Your Installation
Start to Finish with the Same Manager
Available to Answer Any Install Questions
Educates End-User on Install Requirements
Installation Quality Assurance

Installation Services

Subject Matter Experts
Software Customization
End-User System Integration
Third-Party Software Connections
End-User Training
Functionality Assurance

Help Desk Support

Courteous Phone and Email Support
Hardware and Software
Subject Matter Experts
Quick Response Times
Dynamic Support Ticket System
Multi-lingual Support

ACDI offers two support levels; Professional Support and Upgrade Assurance for end-users who have purchased directly from an ACDI reseller. Support is entitled to the end-user of the specific product or software. End-user is defined as the individual or organization that purchases products and services through ACDI authorized resellers.

Other Professional Services can be purchased to provide installation, training or upgrades to products.

Professional Services Chart Comparison

What You Get

The following Services are provided with an ACDI Support Agreement:

Manned telephone support.
Monitored email support.
Remote assistance using Remote Desktop and a Virtual Private Network where available. (ONLY AVAILABLE WITH PROFESSIONAL SUPPORT LEVEL)
Provision of product updates as released.
License validation for the purposes of upgrade entitlement.

What You Don't Get

Support does not include the following:

Technical support resources for the purposes of installing, migrating to different servers, or upgrading/downgrading of the software. Other Professional Services packages can be purchased to provide installation, training or upgrades to products
Maintenance and Support Services do not extend to issues with end-user networks or infrastructure, end-user hardware, issues with third party integrations or on-site support
Reconfiguring an MFP as a result of hardware, firmware, or other configuration changes on the MFP
Upgrade Assurance does not provide remote assistance

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, or (v) force majeure events, including without limitation, causes beyond ACDI’s reasonable control, including but not limited to act of God, man-made or natural disasters, material shortages, war, riot, terrorist acts, strikes, delays in transportation, viruses, utility failures, interruption of telecommunications or the Internet service, or inability to obtain labor or materials through its regular sources.