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 U.S. 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 |
Contact an Aras Representative for pricing and availability.