Support Options
Free technical support is available by e-mail to all users, including
evaluation users, and we are generally able to respond quickly (less than an hour,
on average, but sometimes longer on busy days).
If you prefer a shorter response time, or telephone support, you may wish to consider
one of our fee-based support offerings.
The following chart describes our support offerings.
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Features |
Standard Support |
Priority E-Mail Support |
Pay-Per-Incident Telephone Support |
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Self-Help Options |
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24 x 7 access to knowledge base for information on common questions and known problems |
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24 x 7 access to downloadable patches for fixed issues |
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Access to Arcana Development Support Engineers |
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Support for developers using product APIs (applies to Arcana Scheduler and adTempus) |
Limited
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Web-based incident submission |
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Business hours e-mail support
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Business hours telephone support (See note 1) |
See note 2 |
See note 2 |
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24 x 7 telephone support for mission-critical issues (See note 3) |
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Quality of Service |
|
Staff |
The same pool of engineers handles all support requests. Purchasing a support plan
will not get you better support, just a quicker response.
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Issue Resolution |
Regardless of the support plan you're on, if the software doesn't work the way it's
supposed to, and the defect is a serious issue for you, we will do our best to resolve
the issue quickly and provide you with a software update.
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Plan Parameters |
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Support hours |
Standard Support Hours
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Who can submit incidents |
Anyone |
2 named contacts |
Anyone |
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Number of incidents |
Unlimited |
Unlimited |
1 |
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Target response time |
E-mail response within 12 business hours
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E-Mail response within 4 hours (See note 4)
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Telephone callback within 2 hours (4 hours for after-hours support) (See note 4) |
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Cost |
Free |
$249 (annual subscription) |
$149 per incident during standard support hours
$249 per incident outside standard support hours
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Submit a Request |
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Submit a Request
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All support is offered subject to these terms and conditions.
Support is available only for supported products.
Notes:
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1. |
Telephone support is offered by callback only (support telephones are not answered
"live"). Support requests must be submitted through the web-based submission system; a
support representative will then call you back within the timeframe indicated above.
A contact telephone number is also provided in case of Web server failure or network
outage. |
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2. |
For complex issues, your support representative may, at his or her discretion, offer
to continue the issue discussion and resolution process by telephone, even for customers
using e-mail support plans. |
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3. |
Our mission-critical incident response system allows you to submit mission-critical
incidents any time, day or night. A support engineer will be in touch as soon as
possible. Note that we cannot guarantee response times for after-hours support;
you are not charged if we do not respond within the target timeframe specified. |
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4. |
For plan-based and pay-per-incident support, if your request is received during
standard support hours we will respond on the same day.
For example, if you are on a 4-hour telephone callback plan and submit an incident
at 5:50 PM, you will hear back from us by 9:50 PM, even though that is outside standard
support hours. |
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