Legal

Support Terms

How to reach AR Workflow support, what support covers and how quickly we respond.

See response times Terms of Service

Support Time8 am to 3 pm PST (Monday – Friday) (excluding company holidays)

Support Voicemail(619) 500-2225

Support Emailsupport@arworkflow.com

Support Terms

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 times

RESPONSE TIME CHART

Severity 1

DEFINITION

Service substantially fails to perform.

RESPONSE GOAL

24 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.

Severity 2

DEFINITION

Substantial degradation in performance of the Service.

RESPONSE GOAL

5 Business Days

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.

Severity 3

DEFINITION

Minimal-to-no impact on the availability or performance of the Service.

RESPONSE GOAL

7 Business Days

DETAILSCommercially reasonable efforts to include in next major release.

Other AR Workflow policies