Acumatica Support and Managed Services - Gold Certified, US-Based

Ongoing cover for the custom code, integrations, and upgrades your VAR contract does not reach. Monthly plan or block hours. We respond within 24 hours.

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📝 Real Project Story - Upgrade Gone Wrong

A professional services firm upgraded Acumatica on a Friday evening. By Monday their timesheet approval workflow was silently skipping the second approver, and three weeks of billing had gone out under the wrong sign-off.

The original developer was no longer contactable. We audited the customization package, found a business event handler bound to an event signature that had changed in the new version, and had a fix in their sandbox in two days.

They moved onto a monthly plan with pre-release audits. Their last three upgrades have gone through with a remediation list agreed in advance and no production surprises.

What Acumatica Support Covers

  • Break-fix on custom code - customizations and graph extensions that stop behaving after a change or an upgrade
  • Integration monitoring and repair - failed syncs, changed vendor APIs, expired credentials, replay of held records
  • Upgrade management - pre-release audit, sandbox remediation, and regression testing before each Acumatica version
  • Small enhancements - the field, rule, or report change that is too small to quote as a project
  • Inherited code audits - an assessment of what a previous partner left behind, and what it costs to make it upgrade-safe
  • Performance - slow screens, slow inquiries, and long-running processing runs traced to their cause

Support Plans

  • Monthly support plan - a set volume of engineering hours each month with an agreed response target by severity. Best if you run customizations or integrations in production.
  • Block hours - pre-purchased hours drawn down as needed, no monthly commitment. Best for stable environments with occasional needs.
  • Upgrade management only - a pre-release audit and remediation pass around each Acumatica version, with nothing in between.

All three are quoted after a review of your environment, so the plan matches what you actually run rather than a tier off a price list.

Where support usually falls through. VAR contracts generally cover licensing, configuration, and native functionality. Custom code and integrations frequently sit outside that scope, which is why an integration failure at month end so often has nobody clearly assigned to it. Envinse covers the development layer and works alongside your VAR rather than replacing them. You are not asked to move your licence.

How Support Engagements Start

1. InquiryTell us what you run and what is currently unowned. We respond within 24 hours.
2. Environment reviewWe inventory your customizations, integrations, and version. Free.
3. Plan quoteHours, response targets, and coverage written down before you commit.
4. OnboardingWe take a code audit baseline so the first real incident is not the first time we see your instance.
5. Steady stateTicketed work with monthly reporting on what was used and what is trending.
6. Pre-releaseAudit and remediation ahead of each Acumatica version, in a sandbox, before production.

Support Capacity for Acumatica VARs

If you are a VAR whose support desk is absorbing development escalations it was never staffed for, Envinse provides Acumatica staff augmentation as a second-line tier behind your team. Your desk stays the single point of contact for the client, full NDA applies, and we never appear in front of them.

When an embedded engineer beats per-project delivery →

Why Choose Envinse

Acumatica Gold Certified
Highest certification tier for development and implementation partners
US-based company
North American business hours, no overnight handoffs
We support inherited code
Code audit first, so we know what we are taking on
Upgrade-safe by default
Every fix follows official xRP framework standards
We work alongside your VAR
No pressure to move your licence
24-hour response
Defined response targets by severity on monthly plans

Frequently Asked Questions

Can you support Acumatica customizations another partner built?

Yes, and it is a common way engagements start. We begin with a code audit of the existing customization package so we know what is there before we agree to support it. The audit tells you what is upgrade-safe, what is not, and what remediation would cost. You get that assessment whether or not you go on to a plan.

Do I still need this if my VAR already supports me?

It depends on what breaks. VAR support typically covers licensing, configuration, and native functionality. Custom code, integrations, and anything built on the xRP framework often sit outside that scope. We cover the development layer and work alongside your VAR rather than replacing them.

What is Acumatica upgrade management?

Before each Acumatica release we audit your customizations and integrations against the new version, identify what will break, remediate it in a sandbox, and regression test it before the upgrade reaches production. The work happens ahead of the upgrade window rather than during the outage.

How fast do you respond to a support issue?

Every inquiry gets a response within 24 hours. Monthly plans carry a defined response target by severity, agreed when the plan starts, with production-down issues taking priority over enhancements. We are US-based, so support runs in North American business hours.

Related services

Customization Services · Integration Services · Modern UI Migration · Acumatica 2026 R2 · Acumatica Staff Augmentation for VARs

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Email: acumatica@envinse.com · Phone: 737-377-3839

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