Getting the On Demand Support You Need

 

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Ariba Customer Support helps Ariba’s customers continue to be successful by…

  • Providing timely response and resolution to urgent issues and requests
  • Proactively sharing knowledge with our customers to enrich their experience with Ariba’s products
  • Ensuring consistent, accurate and professional global service
  • Assisting our customers in achieving optimum value from our products
  • Developing and sustaining a knowledgeable, passionate, global team that is dedicated to customer success
  • Continuously transforming the Customer Support function to advance Ariba growth objectives
  • Listening to our customers and championing their interests within Ariba to continuously improve products and services

 

End User Support

 

What is it?

  • A team of product specialists, available by phone or webform, to answer questions and provide navigation and functionality support, including management of user log-on credentials, to ensure successful use of Ariba’s

Features

  • Languages: English, French, German, Italian, Spanish, Portuguese, Russian, Japanese, and Chinese
  • Hours: English 24x5, other languages available during normal business hours in local time


Event Day Management

 

What is it?

  • Operational support to help buyers execute online sourcing projects including surrogate bidding, reactive auction monitoring, enforcement of event rules, pausing, extending and resuming events, bidder and bid removal and messaging management

Features

  • Languages, hours and delivery: same as end user support
  • Hours: English 24x5, other languages available during normal business hours in local time

Benefits

  • Available from 8 p.m. Sunday to 8 p.m. Friday, Eastern Standard Time
  • Increase in number of projects that execute smoothly
  • Operational consistency in event administration
  • Better project results when market intervention is necessary

 

Sourcing Support Desk

 

What is it?

  • Training on the software that suppliers use to learn how to effectively participate in online sourcing projects. Supplier Training increases supplier confidence and reduces the risk of project issues or delays

Features

  • Languages: English, French, German, Italian, Spanish, Portuguese, Russian, Japanese and Chinese
  • Hours & Delivery: Available online anytime
  • A general training session on software navigation, features and functionality

Benefits

• Available from 8 a.m. through 5 p.m. EST, Monday through Friday
• Create optimal project results by using the most favorable project structure
• Increase competency among users as they learn and reinforce sourcing best practices
• Gain greater consistency and quality in online sourcing projects

 

Supplier Training

 

What is it?

  • Training on the software that suppliers use to learn how to effectively participate in online sourcing projects. Supplier Training increases supplier confidence and reduces the risk of project issues or delays

Features

  • Languages: English, French, German, Italian, Spanish, Portuguese, Russian, Japanese and Chinese
  • Hours & Delivery: Available online anytime
  • A general training session on software navigation, features and functionality

Benefits

  • Multilingual supplier training available 24x7
  • Trained suppliers are more likely to participate and bid aggressively
  • Trained suppliers are less likely to commit bidding errors that may cause project delays

 

Technical Support Services

 

Includes

  • Resolution of technical issues, including troubleshooting of defects
    • For Ariba Sourcing, Analysis, Category Management and Contract Workbench issues will normally be escalated from the End User Support team

Benefits

  • Available 24x7 for Severity 1 level issues
  • Available 24x5 for Severity level 2, 3, and 4 Issues

 

 

Having problems with an Ariba product?
      • Try searching the knowledge base by using specific products and versions
      • Ask colleagues how they solved the problem using the discussion forum at Knowledge@Ariba
      • Transfer files to Ariba for analysis using File Sharing in Support Online section

       

      Next: On Demand Support Pt.2 - Customer Support Process

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      Beverly Dunn is a Customer Success Manager with Ariba. All customers are invited to join the private Customer Success group on Ariba Exchange, where you can access the Customer Success   Spotlights, Lunch 'n Learn Webinar calendar and replays, and the Ariba   Knowledge Nuggets.