Support Portal
Open a ticket, track resolution, and access enterprise support resources
Enterprise Support Line
24/7 priority assistance for production-critical issues
International: +1 (727) 280-3400 · Support ID required for authentication
Submit a Ticket
Use the form below to create a new support request. Include detailed information for faster resolution.
- Response within SLAs
- Track via email or portal
- Escalation path included
Response SLAs
Every ticket is prioritized based on severity. View guaranteed response and resolution times below.
📬 Open a Support Ticket
📋 Service Level Agreements (SLA)
AccelEx guarantees response and resolution times based on your support plan. Enterprise and Premier plans include 24/7 coverage with escalation managers.
| Severity | Definition | First Response (Business) | First Response (24/7) | Target Resolution |
|---|---|---|---|---|
| Urgent (P1) | Production system down, data loss, complete workflow failure | 15 min | 15 min | 2 hours |
| High (P2) | Major feature degraded, workaround available, business impact | 2 hours | — | 8 hours |
| Normal (P3) | Minor issue, documentation errors, feature requests | 8 hours | — | 3 business days |
| Low (P4) | General guidance, how-to questions, non-urgent improvements | 24 hours | — | 5 business days |
Support Channels
Email: support@accelexpress.com
Emergency Phone: +1 (800) 455-2239
Portal: support.accelexpress.com
Status Page: status.accelexpress.com
Business Hours
Standard Support: Mon–Fri, 8:00 AM – 8:00 PM ET
24/7 Support: Enterprise and Premier plans only (urgent P1 issues)
Holidays: Reduced staff, urgent issues only