Customer Support Levels at Aria Systems

This document is a guide detailing the customer support levels offered by Aria Systems. It outlines the various support tiers available, including Bronze, Silver, and Gold, each designed to meet different client needs. The guide specifies the features included in each tier, such as 24×7 email and web access for issue reporting, response time SLAs for production and non-production issues, and access to Aria's API support. Additionally, it describes the proactive support features, tools and access provided, and the workflow support available for managing custom business rules. The document also includes information on how support requests are prioritized and assigned, as well as monthly case limits and support hours associated with each tier. Furthermore, it explains the response time SLA, detailing how quickly Aria Customer Support will respond to technical issues based on the selected support level. Clients are informed about their options for support plan selection upon contract renewal.