With Standard Support Services* you get:
- Phone/Web support during regular business hours for your company's support hub (View Support Directory).
- Product updates and Fixes.
- Product documentation, the Software Download Center, Product Version Availability information, early product announcements, and product upgrades.
- Contact Support section: Includes eService, offering the ability to submit new Support Incidents, attach diagnostic information, and check the status of existing requests.
- Seven (7) Authorized Technical Contacts (ATCs).
- An Escalation Path, should you need to discuss issues that may not be product related, or request additional priority or resources be allocated to your Support Incident(s).
Service Expectations
The following support severities are used for classifying issues. These classifications ensure consistent treatment of issues handled by SAG ARIS GmbH Global Support Services. SAG ARIS GmbH Global Support Services will determine the appropriate severity level and action timelines according to the following table, and customer-specific contract provisions.
| Severity Level | Crisis | Critical | Standard |
| Definition | Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Software, resulting in a major impact on customer’s operations. Work cannot reasonably continue. | Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Software is usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. | Customer’s problem has some business impact. The Software is usable and causes only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the application, which does not significantly impede the operation of a system. |
| Reaction time | 1 Hour: call-back or electronic reply | 4 Business Hours: callback or electronic reply | 1 Business Day: call-back or electronic reply |
| Reporting (timeframe) | daily reporting (unless otherwise agreed with SAG ARIS GmbH Global Support on a case-by-case basis) | as agreed with SAG ARIS GmbH Global Support Services on a case-by-case basis | as agreed with SAG ARIS GmbH Global Support Services on a case-by-case basis |
| Reaction measure | customer is provided with a timeline for Error Correction | customer is provided with a timeline for Error Correction | information about the publication date of the Software release that will solve the issue indication that changes/ enhancements are being handled in accordance with SAG ARIS GmbH´s strategy |
It is recommended that crisis requests be reported by phone to obtain the best possible service in crisis situations.
See the Premium Care Services Overview for information on new Global Support Service offerings to customize your experience with a range of additional services. Cloud customers, view our Cloud Standard Support Services.
*This information is provided for informational purposes only and is subject to change. Deliverables may vary by contract. The current service description for Standard Support is available here.