eWorkplace apps

Streamline. Optimize. Empower.

Direct End User Support Program

eWorkplace Apps (EWPA) sells 100% through the Acumatica partner channel. We are committed to helping the end users and partners succeed. The Support Program provides resources and guidance for Acumatica end users and partners utilizing eWorkplace Apps products and services.
Partners are the primary support channel for their end users. In special cases, eWorkplace Apps can assist end users but requires the partner to be the point of contact and actively present in all sessions and communication with end users.
End Users with active subscription to eWorkplace Apps products are automatically enrolled to the support program and may contact eWorkplace Apps directly. The purpose of the support programs is to augment partner’s support. For issues requiring system analysis, design, or other consulting services eWorkplace Apps will refer end users to their partner.
Following are the highlights of the program:
Benefits Standard Premier
Online knowledge base Included Included
Online training videos Included Included
Learning Management System and Certification access NA Included
Product issue support * Unlimited Unlimited
Business hours support (9am to 5pm US Eastern & Pacific Time Zone) Monday - Friday Included
Focused Training with Certification (online)
Requires SOW
On request, chargeable Not Included
Implementation/Re-implementation (online)
Requires SOW
On request, chargeable at current professional services rate. Not Included
Post-Go live support beyond 2 weeks of go live (online)
(eWorkplace Apps provides 10 hours free-of-charge support within 2 weeks of go live for projects implemented by eWorkplace Apps implementation team.)
Requires SOW
On request, chargeable at current professional services rate. Not Included
Additional Training Support hours’
Requires SOW
On request, chargeable Not Included
Additional Implementation Support hours’
Requires SOW
On request, chargeable at current professional services rate. Not Included
Cost Free. Contact Us

Product Issue Support

Product Issue Support is specific and limited to eWorkplace Apps products.

Includes

Does Not Include

Communication Standards

eWorkplace Apps fosters respectful and open communication between eWorkplace Apps employees, partners and end users.
Here are the communication guidelines that we ask partners and end users to follow when working with eWorkplace Apps Support.
If your communication in the interaction with eWorkplace Apps Support violates the above standards, your ticket might be closed as rejected and you will receive a comment referring to these rules.
When a pattern of such behavior has been observed this may result in termination of your access to eWorkplace Apps support.
Communication Standards

Case Submission Guidelines

Please follow the below guidelines when submitting a case to eWorkplace Apps Support:
Only include one problem per case

Rule #1

Only include one problem per case

Make sure the subject line reflects the problem.

Rule #2

Make sure the subject line reflects the problem

Set severity and priority according to the real situation.

Rule #3

Set severity and priority according to the real situation

Explain the business impact for the issue, especially if the case priority is Urgent or High.

Rule #4

Explain the business impact for the issue, especially if the case priority is Urgent or High

reproduction

Rule #5

Describe the problem in detail and provide reproduction steps. What has changed since it used to work as designed (e.g., new customization published, new build installed, the new workflow was setup, ISP changed, etc.)

Provide logs if applicable, trace logs, full-screen screenshots, etc.

Rule #6

Provide logs if applicable, trace logs, full-screen screenshots, etc.

List the actions and self-service resources with which you have already tried to help the end-user.

Rule #7

List the actions and self-service resources with which you have already tried to help the end-user

Grant access to the site or fill in the attributes with credentials

Rule #8

Grant access to the site or fill in the attributes with credentials (if applicable)

*Remember that failure to adhere to these guidelines can affect the resolution speed of your case.

Case Submission Guidelines

Please follow the below guidelines when submitting a case to eWorkplace Apps Support:
Post QC order without inventory transfer-01

Rule #1

Only include one problem per case.

Post QC order without inventory transfer-01

Rule #2

Make sure the subject line reflects the problem.

Post QC order without inventory transfer-01

Rule #3

Set severity and priority according to the real situation.

Post QC order without inventory transfer-01

Rule #4

Explain the business impact for the issue, especially if the case priority is Urgent or High.

Post QC order without inventory transfer-01

Rule #5

Describe the problem in detail and provide reproduction steps. What has changed since it used to work as designed (e.g., new customization published, new build installed, the new workflow was setup, ISP changed, etc.).

Post QC order without inventory transfer-01

Rule #6

Provide logs if applicable, trace logs, full-screen screenshots, etc.

Post QC order without inventory transfer-01

Rule #7

List the actions and self-service resources with which you have already tried to help the end-user.

Post QC order without inventory transfer-01

Rule #8

Grant access to the site or fill in the attributes with credentials (if applicable).

*Remember that failure to adhere to these guidelines can affect the resolution speed of your case.

Advanced Planning and Scheduling

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Successful Quality Management Implementation Tips with Acumatica Customers

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Successful Quality Management Implementation Tips with Acumatica Customers

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Successful Quality Management Implementation Tips with Acumatica Customers

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Advanced Planning and Scheduling (APS) Powered by Siemens Opcenter - Overview

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EWPA Laboratory Module - Overview

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Batch Ticket (Production Order)

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Setting up Formula and BOM

Process Manufacturing Suite Overview

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NC and CAPA

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In-Process and Production - QC Testing

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Purchase Receipt - QC Testing

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Quality Management Suite Overview

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Form 1

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