ACL’s commitment to customer support means you get comprehensive, high-quality technical assistance that helps you accomplish more with greater ease. Offered in multiple languages to meet the needs our global client base, our personal, expert technical advice is complemented by exclusive access to a comprehensive online knowledge base and customer community.
Our goal is your success in applying ACL’s solutions to achieve exceptional results and our support philosophy is built around enabling that success. From our focus on highly-experienced Support Specialists, to continuous surveys of customers, we are committed to getting it right the first time. In fact, 90% of support calls are resolved within one day with customers continuously reporting a solid satisfaction rate above 9.4 out of 10.
Support for ACL GRC
We understand how important it is that you keep productive with ACL GRC. That’s why e-mail and live web-chat support (7am to 2pm Pacific Time weekdays) is included with every ACL GRC subscription plan. For Advantage plan customers, telephone support is available 24 hours a day, 5 days a week (4pm Pacific Time Sunday to 5pm Pacific Time Friday). You gain immediate access to our Support team who’ll keep you moving with expert answers and ACL GRC know-how when you need it.
Support for Analytics and Enterprise Continuous Monitoring
With ACL Support you are assured maximum coverage during your business day, no matter where you are in the world. With telephone and live web-chat support operating 24 hours a day, 5 days a week (4pm Pacific Time Sunday to 5pm Pacific Time Friday), you gain instant access to Support Specialists, as well as extensive online resources, training tools, and more. Whether you have a specific technical issue or need some assistance to achieve a broader business goal – like automating scripts to streamline your audit reviews, or enhancing fraud detection within your organization – ACL Support provides the resources you need to implement best practices, save time, and drive performance.
Version Support Policy: ACL Services Ltd. and its representatives support the most current major version (e.g. ACL Analytics 10) and the immediately prior major version (e.g. ACL Desktop 9.x) of our on-premises products, and the current production version of our cloud-hosted ACL GRC product. This policy applies to all language versions of ACL software products. To ensure uninterrupted access to all ACL Support Services, customers must renew Support or Subscription packages annually. Acquiring support after the current Support contract expires will incur a Reinstatement Penalty Fee.