ACM Global Tech support
Help when your platform is running real money
When you run regulated banking on ACM Global Tech, support is part of the product. Reach a team that knows your deployment through a dedicated account contact, email, secure portal tickets, and phone for critical incidents, backed by a clear severity and escalation model. Standard coverage handles day-to-day needs; enterprise adds 24x7 response.
Channels built for institutional operations
Different issues need different paths. Routine questions, change requests, and critical incidents each have a route, so the right people see the right problem at the right time. Channels and hours available to your institution are defined in your service agreement.
Dedicated account team
A named account and technical contact who knows your configuration, integrations, and roadmap, so you are not re-explaining your environment on every request.
Secure portal tickets
Log, track, and manage requests through an authenticated portal with severity, history, and an auditable trail your operations and compliance teams can follow.
Email support
Email is available for non-urgent questions, configuration help, and follow-ups. Start with your account team, or reach info@acmglobaltech.com for general inquiries.
Phone for severity-1
Critical production outages and security incidents can be raised by phone so we can engage quickly. Severity-1 telephone access is defined for your support tier.
Onboarding support
During implementation you work with a named lead for environment setup, integration, configuration, and knowledge transfer to your operations team. See how to get started.
Security disclosure
Suspected vulnerabilities and security concerns go to a dedicated responsible-disclosure contact for confidential triage. Read our trust and security overview.
Tiers and a severity framework you agree up front
We work to a tiered support model with a defined severity and escalation framework. The specifics below describe the model we offer; the exact hours, response targets, and contacts that apply to you are set in your service agreement rather than published as a guarantee.
- Standard tier: business-hours support for questions, configuration, and non-critical issues, with secure portal tickets and email, and your account team as the primary contact.
- Enterprise / 24x7 tier: round-the-clock coverage with faster response targets for severity-1 and severity-2, phone access for critical incidents, and agreed escalation contacts.
- Severity-1, critical: a production outage or active security incident with no workaround. Highest-priority response and continuous updates until service is restored.
- Severity-2, major: significant degraded function affecting operations with no full workaround. Prioritized handling and regular status updates.
- Severity-3, minor: a limited issue with a reasonable workaround in place. Scheduled into normal support handling.
- Severity-4, request: questions, how-to guidance, and configuration or documentation requests handled through standard channels.
- Escalation path: unresolved or rising-impact issues move to senior engineering and account management along a route agreed in your contract.
- Status communication: for active incidents and planned maintenance we share severity, scope, and updates through your account team and the secure portal until resolution.
Let's define the support that fits your institution.
Tell us your operating model, coverage needs, and risk profile, and we will map a support tier, severity framework, and escalation path to match. Orlando & Jacksonville, FL. Powering Global Transformation.
Talk to our teamFrequently asked questions
How do I reach ACM support?
Production institutions reach us through a dedicated account team, by email, and through secure portal tickets, with phone available for severity-1 incidents. Onboarding clients also work directly with their implementation lead. General questions can go to info@acmglobaltech.com or +1 (407) 279-0314.
How does ACM define severity levels?
We propose a four-tier severity framework agreed in your service agreement. Severity-1 is a critical production outage or security incident; severity-2 is major degraded function with no full workaround; severity-3 is a minor issue with a workaround; severity-4 covers questions and requests. Each tier maps to a response target and escalation path defined for your contract.
Is 24x7 support available?
Yes, as an enterprise option. The standard model covers business-hours support for non-critical issues, while the enterprise tier adds round-the-clock coverage and faster response targets for severity-1 and severity-2. Exact hours and targets are set in your agreement, not a public guarantee.
What support is included during onboarding?
Onboarding includes a named implementation lead, environment and integration guidance, configuration support, and knowledge transfer to your operations team, working alongside our documentation at /docs/ and our delivery framework.
How do I report a security issue?
Security and responsible-disclosure reports go to our security contact rather than the standard ticket queue so they can be triaged quickly and confidentially. Reach us at info@acmglobaltech.com and reference our /trust/ page; we acknowledge reports and coordinate remediation with you.
How will I know about incidents and maintenance?
We provide status communication for active incidents and planned maintenance through your account team and secure portal, including severity, scope, and updates until resolution. Enterprise clients can agree on additional notification channels and timing.