Contacting Support

If you are experiencing a critical/emergency issue during normal business hours, please call 216-662-3200 x2.



Send Email to:

Please include the following information in your email to support:

  • Description of the issue on the subject line.
  • Details of the issue in the body of the email:
    • Impact of issue (one, few or all users)
    • When did the problem begin?
    • Has Accellis worked on this issue before? What was the ticket number?
    • Are there screenshots available of the error that would be helpful?
    • Anything you have tried to resolve the issue.
    • Any time constraints important to the resolution of this issue or request.


(Emergency/Standard Priority ticket)

During Business Hours:
(7am-7pm Monday-Friday)

  • Call 216-662-3200 x2
  • Select Option 1 to report a company-wide outage.
  • Select Option 2 for standard support options. Please leave a voicemail to open a support ticket.

After Business Hours:
(7pm-11pm Monday-Friday, 8-5 Saturday & Sunday)

  • Call 216-662-3200 for after hour support.
  • Follow the instructions.
  • Your call will be routed to our on-call voicemail, if you leave a voicemail, you will receive a call back. This work will be subject to after hour charges.

Please include the following information with the on-call technician voicemail:

  • Your name.
  • The company you are calling from.
  • A brief description of the issue & deadlines related to the issue.
  • The best call back number to reach you.
  • Note – Voicemails left in the general support mailbox outside of business hours will not be responded to until the next business day.



During Business Hours:
(7am-7pm Monday-Friday)

Text 216-677-3923

Include your cell number, name, your company name and description of issue.

We will respond via text for support assistance.


(Real Time Support)

During Business Hours

(7am-7pm Monday-Friday)

Use the Accellis Icon on your desktop to access Accellis chat. Or click the button below.

  • Select a chat with Accellis Connect
  • Enter Name, email address and a summary of the issue. Start Chatting.
  • The entire chat will be documented in a ticket when the chat comes to an end.

Business Holidays

After hours protocol will be followed on holidays:

New Year’s Day

Good Friday

Memorial Day

Fourth of July

Labor Day

Thanksgiving and the Friday After

Christmas Eve

Christmas Day