Support Time
8 am to 6 pm PST (Monday – Friday) (excluding company holidays)
Support Phone
(619) 500-2225
Support Email
support@arworkflow.com
Case Logging
| Telephone Support |
| Email Support |
| Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. |
| Bug fixes to bring the Service into substantial conformance with its then-current user guide. |
| Response time in accordance with the chart below. |
| Resolution Process for Issues of Severity Levels 1 and 2: |
| (1) Trouble Ticket opened. |
| (2) Assign engineer to determine and correct the error. |
| (3) Periodic reports on the status of the correction. |
| (4) Initiate work to correct the error. |
| Scheduled Outages are usually scheduled during [●] and customers are usually notified via [●]. |
RESPONSE TIME CHART
| SEVERITY | DEFINITION | RESPONSE GOAL | DETAILS |
|---|---|---|---|
SEVERITYSeverity 1 |
DEFINITIONService substantially fails to perform. |
RESPONSE GOAL1 hour |
DETAILS(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. |
SEVERITYSeverity 2 |
DEFINITIONSubstantial degradation in performance of the Service. |
RESPONSE GOAL2 hours |
DETAILS(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. |
SEVERITYSeverity 3 |
DEFINITIONMinimal-to-no impact on the availability or performance of the Service. |
RESPONSE GOAL3 days |
DETAILSCommercially reasonable efforts to include in next major release. |
We Accept
For United States
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