Once you are live with your first event in Acclaim your own personnel will usually provide first line support for your entrants and judges by screening and attempting to resolve any contact for support related to the use of Acclaim. These questions will likely be about your use of Acclaim, rather than an issue with Acclaim itself.
If your personnel are unable to resolve a support contact, the case can be escalated for our assistance (Acclaim Support) via our support website https://support.acclaimworks.com (click Submit Support Ticket).
Acclaim product specialists will provide business-day Acclaim Support from the UK, the United States of America (East and West Coast) and New Zealand (Wellington).
Since our support team is placed in various timezones, the response time for your ticket will be enhanced if the ticket is raised with the team, rather than in a personal email to an individual.
Acclaim Support provides you with several Support options:
Acclaim Support (no charge)
Unlimited email support with a response time of 4 hours or less during the awards programme’s business day (the business day is Monday - Friday 0800 - 1800hrs local time)
Acclaim Knowledge Base https://support.acclaimworks.com
Acclaim Support + (additional charges apply)
This package is Acclaim Support (above) with these additional features:
Telephone support (callback) for awards management personnel
Branded support community / support portal with customer-specific content
- USD1,000.00/month per awards programme
Acclaim Support Add-ons (additional charges apply)
- On demand support outside of the awards programme’s business day hours
Setup / Management resource top-up