CLIENT TICKET PORTAL

The next time you need to pay an invoice, submit a service request, or check the status of your agreements, visit the Accelerando Client Portal!
Access Ticket Portal

Discover the benefits of our new online customer portal.

View & Pay Open Invoices 24/7/365 on our billing portal. Open invoices are available to be printed or paid electronic check by credit card! Of course, we'll still email you a copy. Click here to pay now.

Look-up & Submit New Service Requests. Requests sent via the portal do not require additional work order approval!

View Agreements and Pre-Paid Hour Balances.

View a list of active agreements. If you have purchased pre-paid hours, you will be able to track your pre-paid balance.

Run Executive Reports on Support Use
Track your service activity for help desk, professional services, or emergency services quickly and easily.

Don't have a user name or password?

Fill out the form to request your login information!

For EMERGENCY SERVICE CALL . . .

Emergency services is a support response level of the highest order, wherein Accelerando agrees to provide phone support services from service personnel. This level of service response is reserved only for matters of the most urgent nature, where Client’s ability to capture revenue or properly serve customers is severely impaired.
Examples might include; point of sale system down, inability to process payments, inability to print invoices or receipts. The mission of Emergency Services work shall be to return the failed component of the system back to working order so that customers can be served and revenue can be captured again.

Emergency Services does not guarantee a long-term solution or best practice solution to the critical issue.  After an emergency solution is provided, a long-term solution may be developed and proposed during business hours.

If an issue is opened during Evening, Weekend or Holiday hours then it will be considered Emergency Services. If an issue is found not to meet the definition of Emergency Services, then the Client’s representative shall be notified as such and the call will be redirected.

Please refer to your Master Services Agreement for a list of rates. Emergency Help Desk Phone number is (888) 899-1911 or if in NC call locally (336) 899-1911
Log into the Client Portal to see if you have retainer hours you would like to apply to your emergency call. If you haven’t signed a Master Services Agreement, you will be contacted for payment.

An Emergency Support Services Agreement is attractive to clients who wish to have 24x7x365 access to emergency services for critical issues with their business management system while having an annual agreement in place so that they can budget for it year after year. Emergency Support Services Agreements can be put in place with or without an accompanying Help Desk agreement, which is explained below. Please contact our team if you are interested in an Emergency Services Support Agreement.

Emergency Help Desk

Emergency Services are available 24 x 7 x 365 and may be accessed by calling

(888) 899-1911

and telling the responder about the issue and specifically telling the responder that this issue should be handled as an Emergency.

Submit your Help Desk Request by filling out the form to the right . . . .

Accelerando's phone and internet-based support and guidance to Client’s team on the regular day to day use of the System as Deployed for its intended use.

To be defined and qualified as Help Desk work, a representative of the Client’s organization must be participating directly in the help session in order to learn how to recognize and resolve the problem in the future.

Help Desk services are queued in a first-come, first serve basis with no guarantees regarding specific named technicians, scheduled service times or problem resolution. Accelerando has the right to limit Help Desk sessions to 30 minutes when call volume is high.

If you wish to request a named technician, schedule a specific time for call, or schedule a change to your system as deployed, please submit a request for professional services. 

Please refer to your Master Services Agreement for a list of rates.

If you haven’t signed a Master Services Agreement, you will be contacted for payment.

HELP DESK REQUEST FORM

Scroll this window to complete the form and click submit button or call (888) 899-1911 Monday through Friday 8 AM to 5 PM. 

Submit your Professional Service Request by filling out the form to the right . . . .

Work Order is a very powerful Client Tool! When you want Accelerando to provide you with scheduled professional services, fill out the request form to the right.

Doing so allows you to be very clear about what you want done and when it needs to be done.

By requesting professional services, you can:

  • Request your preferred technician.
  • Schedule a preferred date and/or time for a call. 
  • Limit time spent in pursuit of a solution.

Please refer to your Master Services Agreement for a list of rates. If you haven’t signed a Master Services Agreement, you will be contacted for payment.

If you would like more information on signing a Master Services Agreement, please contact our team at 888-899-1911 or by filling out a contact form. 

 

PROFESSIONAL SERVICE REQUEST FORM

Scroll this window to complete the form and click submit button.