PROFESSIONAL SERVICES

You may not trust them with your car keys, but when you need software installed or your software isn’t working, there’s no better group to have on your side. Experienced professionals, it’s what sets ACDI apart.

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.

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
  • Answer Any Install Questions
  • 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
  • Dynamic Support Ticket System
  • Multi-lingual Support (English & Spanish)
The professionalism, excellence, and expertise on the part of the entire ACDI team was top-notch..
Gregory MorrisSandridge School District 172
We needed a fast turnaround and you folks delivered. A big thank you.
Steven RegisterIntergraph/Novatel - Calgary, AB
Above and beyond as always! Thanks!!
Lisa BradyGeorgetown University
The service was impeccable.
Michael BessonBouchard + Avocats

Maintenance & Support

We offer three levels of support, M&S Plus 24/7, M&S Plus, and M&S, available to end-users who have purchased software, hardware, or services directly from an ACDI reseller. An end-user is the individual or organization that purchases software, hardware, or services through an authorized equipment reseller partnered with ACDI. In addition, other professional services can be purchased to provide software or hardware installation, upgrades, or training.

Support Service Entitlement

M&S Plus 24/7

M&S Plus

M&S

Email support during normal business hours

Phone support available 24/7

Phone support during normal business hours

Access to all applicable software updates

Real-time support

Server-side software upgrade assistance

Annual dashboard training

One-time print data audit

Re-embedding MFD reset due to hardware failure

24/7 Software Support

U.S. Toll-Free 1.877.290.3327
*Must have purchased 24/7 Support

24/7 Software Support

U.S. Toll-Free 1.877.290.3327
*Must have purchased 24/7 Support

Software Support

U.S. Toll Free 1.877.290.3327
software.support@acd-inc.com
7am to 6pm Central  |  M/F

Online Support Portal​

support.acd-inc.com
Submit a support ticket 24/7

Installation Services

installs@acd-inc.com
7am to 6pm Central  |  M/F

Hardware Support

hardware.support@acd-inc.com
8am to 5pm Central  |  M/F

Mexico Support

01.800.099.0311
soporte@acd-inc.com
7am to 5pm Central  |  M/F

Argentina Support

54.11.5218.0464
soporte@acd-inc.com
7am to 5pm Central  |  M/F

Colombia Support

57.13819102
soporte@acd-inc.com
7am to 5pm Central  |  M/F

ACDI Energy services
driver support

877.649.1323

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.

M&S Plus 24/7

With our premium Maintenance & Support Plus 24/7, you get everything covered under M&S Plus along with 24/7 phone support. Choose our highest support offering 24/7 phone support, on-the-spot support, server upgrade assistance, annual dashboard training, a one-time print data audit, and MFP installations after a hardware failure.

(Please reach out to your ACDI representative for pricing and availability)

M&S Plus

With our premium Maintenance & Support Plus, you get everything covered under M&S and more. Choose M&S+ for on-the-spot support, server upgrade assistance, annual dashboard training, a one-time print data audit, and MFP installations after a hardware failure.

M&S

Our basic level of technical support. Choose M&S if you want email and phone support during normal business hours and access to all applicable software updates.

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.

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