Subscription SLA


Premier Package

The Aras Premier subscription provides the software and support needed to achieve high availability of the Aras Innovator enterprise applications that the business relies upon. Aras Premier provides companies with the resources and technical expertise necessary to assure quality and reliability for the production environment today and into the future.

Designated Support Contacts 10 (ten) – will be assigned FTP and Subscriber Portal support role logins
Live Hotline / Email Support Unlimited Incidents
Support Times 8 a.m. – 6 p.m. (Eastern US timezone) Monday – Friday
Excluding Holidays
Response Times 1 Business Day: Severity 3 – Normal.
Moderate to Low business impact. Refers to everyday faults and general service requests.6 hours: Severity 2 – Urgent.
Moderate to high business impact that applies to a smaller number of users or a degradation rather than complete loss of service.2 hours: Severity 1 – Critical.
High business impact, serious internal end user impact or serious external customer impact.
Critical Bug Fixes Unlimited
Custom Releases
(hot fixes / patches)
Unlimited as required
Aras Innovator Releases New Subscriber-only releases are made available approximately every quarter
Notification is emailed to the Designated Support Contacts
Training Unlimited attendance at scheduled classes
Availability on a first-come, first-served basis
Register for classes
Upgrade Services Included for all major and minor releases, regardless of customization level
Subscriber Only Software CAD Integrations
Active Directory Integration
Replicated Vault Service
Batch Loader UtilityAnd other tools, utilities and solutions that may be released from time to time as Subscriber Only
Scope of Coverage Single Production System
with unlimited development, test and training instances

Available Enhanced Subscription Services options include:

  • Extended support hours up to 7 x 24
  • Additional designated support contacts
  • Instant messaging access to support personnel
  • Multi-instance coverage for enterprise wide deployments
  • Live support coverage in most international time zones and languages including Chinese, Korean, Japanese, German, French, Spanish, Hebrew, andRussian.Contact an Aras Representative for Pricing and Availability.