Existing customers reach support through the local partner who landed the deployment. Engineering stands behind the partner for anything that needs to reach the platform team.
Customer support for Accadema is delivered through the local partner who landed the deployment. Your partner knows the configuration, the licensing scope and the local jurisdiction. Accadema engineering stands behind the partner for anything that needs to reach the platform team.
Three channels cover most situations: the local partner for everything that is not a live incident; the platform status page for live state; the security pack workflow for security-team enquiries.
Most sign-in issues are at the institution's identity provider rather than at Accadema. Your institution administrator can confirm; if it is platform-side, your local partner has the runbook.
Find your partnerCheck the platform status page first — an ongoing incident may already be acknowledged. If status is green, raise an incident with your local partner with the affected module, the time and the request URL.
Open the status pageThe standard security pack covers most institutional security questionnaires. For questions that go beyond it, your local partner coordinates the conversation with Accadema engineering.
Open trust & securityThe institution's master agreement contains the contractual service levels. The targets below are the operational defaults; the contractual SLAs may extend them.
Initial acknowledgement within fifteen minutes during business hours, sixty minutes outside. Continuous engineering work until restored.
Acknowledgement within one business hour. Workaround within four hours; fix in the next release window.
Acknowledgement within one business day. Resolution in the regular release cadence.
Triaged at the next product planning cycle. Reasoned response within two weeks of intake.
Same language, same legal context, same time zone. Your partner knows your deployment and routes anything that needs to reach the platform team.