Akumina Standard Support
Akumina Standard Support operates Monday through Friday, 8:30am-5:30pm EST. Standard technical support operates throughout the year except for the following US holidays: New Year’s Day Dr. Martin Luther King, Jr. Day Presidents’ Day Memorial Day Independence Day (Actual & Observed) Labor Day Columbus Day Thanksgiving Day (Typically the last Thursday in November) Day after Thanksgiving Christmas Eve Christmas Day New Year's Eve
Akumina Premium Support
Akumina offers Premium Support to ensure the customer success throughout their journey. Premium support provides critical support for our customers 24 Hours per day, 7 days per week, 365 days per year.
How To Contact Support
Preferred Method: Web
Please visit https://support.akumina.com and register for an account in our system, or log in if you previously registered for an account:
Once logged in, click “Submit a request” (see below) in the upper-right hand corner of the screen. This will open a page with a simple to use form.
Submitting a ticket online is the preferred method of communicating with Akumina, as your organization will be able to see and manage multiple issues concurrently on the same page the next time you log in.
To see all of your organization’s tickets, click your name (see Example Person, above) in the upper right hand corner of the screen, then select “My Activities”.
Please send a note to firstname.lastname@example.org that includes explicitly-defined steps to reproduce the current issue.
Note: if you contact Akumina with a critical matter, please include either the word “urgent” or “critical” in the subject line of your email – this triggers an alert to our on-call staff.
US number: 888-602-8272
EUR number: +44 808 189 2417
APAC number: +611 800 887765
Upon receipt of a new support request, the request will be assigned a case number in the Akumina incident ticket tracking system. This case number should be used as a reference with all correspondence with Support. All incoming support cases are reviewed and assigned to an appropriate available Tier 1 Support Technician per Priority. Initial response by the assigned Support Technician may involve clarifying questions, requests for more detail and/or diagnostic information or coordination for a call or online troubleshooting session.
If the incident cannot be resolved on the initial contact, Support will collaborate with internal resources to complete in-depth research to further define and troubleshoot the issue.
Priority 1 (Critical/Urgent):
Examples include site down, critical security incidents, data corruption or loss, critical Akumina Software components not functioning, or deployment issues that prevent mission-critical work.Priority 2 (Major/High):
Operational performance is affected by Akumina’s software. Examples include non-critical Akumina software components malfunctioning, Akumina product upgrade issues, or degraded site performance from normal operation.Priority 3 – (Minor/Low):
Issues with reduced business impact. Examples include impaired operational performance, development questions, or general implementation and software usage questions.