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Support Time

8 am to 6 pm PST (Monday – Friday) (excluding company holidays)

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Support Phone

(619) 500-2225

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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

SEVERITY

Severity 1

DEFINITION

Service substantially fails to perform.

RESPONSE GOAL

1 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

Severity 2

DEFINITION

Substantial degradation in performance of the Service.

RESPONSE GOAL

2 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.

SEVERITY

Severity 3

DEFINITION

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

RESPONSE GOAL

3 days

DETAILS

Commercially reasonable efforts to include in next major release.