ARI Business Management Systems

Support Services

Long-term technical-support contracts, pay-as-you-go, incident-based support

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Why

Support options available for our products are outlined in this Life Cycle and Support Policy. The principles underlying this policy are very simple and have been established to help our customers easily choose those options that best suit their needs.

Lifecycle

Scope of Premium Support Services

Premium Support Services are available for all Software customers as follows:

  • Global, 24x7 support for Severity 1 issues
  • Fast response times for critical issues
  • Unlimited number of support tickets
  • Remote Support
  • Online access to documentation, technical resources, knowledge base, and discussion forums
  • Product updates and upgrades during the subscription period

Premium Support Services Summary

Feature Premium Support
Hours of Operation 24 Hours / Day
7 Days / Week
365 Days / Year
Length of Service 6 Months to 5 Years
Product Updates Included
Product Upgrades Included
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support Included
Root Cause Analysis Included
Access to Pivotal Customer Support Portal Included
Access to Pivotal Discussion Forums and Knowledge Base Included
Max Number of Technical Contacts per Contract Five (5)
Number of Support Requests Unlimited
Target Response Times
Critical (Severity 1)
Major (Severity 2)

Minor (Severity 3)

Cosmetic (Severity 4)

30 minutes or less (24x7)
2 business hours

8 business hours

1 business day
Business Hours Monday - Friday
7 a.m. to 7 p.m. (GMT)



Developer Support Service

  1. Developer Support is a unique offering, available only for our products.

    • Developer Support is priced per named user. For pricing, please contact your account representative.
    • Developer Support provides assistance to developers during the development phase of applications.
    • Developer Support provides guidance on Application Programming Interfaces (APIs) and will answer “how-to” questions.
    • Developer Support does not cover software licenses or support for running software in production.
  2. Out of Scope/Developer Support does not include support for:

    • Applications running in production
    • High-level design overview and best practices
    • Unsupported third-party technologies utilization 
and integration
    • Application code review
    • Assistance with changing the software internals and production support
  3. Pivotal Developer Support Summary

    Feature Pivotal Developer Support
    Hours of Operation 12 Hours/Day
    Monday – Friday
    7 a.m. to 7 p.m. (GMT)


    Product Updates Not Included
    Product Upgrades Not Included
    Method of Access Standard: Telephone and Web
    Response Method Standard: Telephone and Email
    Remote Support Included
    Max Number of Technical Contacts per Contract One (1) Named Contact
    Number of Support Requests Unlimited
    Target Response Times for All Severities Standard: 12 Business Hours

NOTE: We reserve all rights to modify the list of supported technologies/products from time to time, subject to the terms and conditions set forth at software support services terms and conditions.