We offer a Help Desk support program for Acadis™. Our help desk support staff is physically located in Bloomington, IN and is comprised of four (4) full-time staff members. The hours of operation for technical support are 8:00am to 5:00pm (Indiana Central time), although hours may be expanded based on your hours of operation.

Our toll-free number links you to analysts ready to answer your question or identify necessary modifications to the system. This escalation procedure is as follows:

1. Help Desk Analyst takes the initial call
2. The Help Desk Analyst will answer the question immediately, if possible
3. Help Desk Analyst logs the nature of the call into our Help Desk System
4. Help Desk Analyst troubleshoots the call
5. If no resolution can be found by the Help Desk Analyst, the call log is forwarded to the Quality Assurance Manager for resolution
6. Development staff may be consulted when deemed necessary by the QA Manager
7. Resolution is communicated to the client either by phone or via e-mail.
8. Resolution to the issue is logged in the Help Desk System in the intranet for archival purposes.
9. A log re-capping outstanding Help Desk issues and related details is published to the client weekly.
10. A monthly report is forwarded to the client summarizing all help desk calls and their resolution.