Ariba Customer Support Process

 

3-28-2011 10-30-11 AM.png

 

Service Request Severity Levels


Every request received is assigned a service request number. The request is categorized and prioritized using the following severity level guidelines.

  • Severity Level 1 (S1) - All functionality in the software is unavailable, causing critical impact to business production operations if service is not restored quickly. No workaround is available.
  • Severity Level 2 (S2) - Certain functionality in the software is unavailable causing critical impact to business production operations if service is not restored quickly. No workaround is available.
  • Severity Level 3 (S3) - Software performance is degraded on the production system. Acceptable workaround is available. Functionality is noticeably impaired but business operations continue.
  • Severity Level 4 (S4) - Customer requires information or assistance on capabilities, or configuration of the software.

 

What is Ariba Connect?

  • Ariba’s web portal for Customers to:
    • Submit and review the status of your Service and Enhancement Requests
    • Search Customer Support knowledgebase
    • Receive up-to-date information on Ariba applications
    • Access Knowledge@Ariba for Ariba's best practices, advanced searches on Ariba products, join collaborative discussions with other customers, partners and Ariba employees in knowledge threads

 

Do You Know Who Your Company Designated Support Contact Is?
This person is important to know because they:

  • Full access to https://connect.ariba.com
    • Submit and Track Service Requests
    • Submit and Track Enhancement Requests
  • Ariba Customer Support’s contact for:
    • Downtime notifications
    • Business process clarifications
    • Approvals for end-user requested changes
    • Raise awareness to trends with end-user issues

 

Customer Access Levels

  • The two basic levels of access are Basic and Designated Support Contact (DSC).
  • To become a DSC, please send an email requesting to be a DSC to either Connect_Support@ariba.com.

 

Basic Connect Access

(Read Only)

Designated Support Contact Access

(Basic Connect Access plus the following)

product documentation, hot issues, and FAQ’s
access to search the knowledgebase
able to view service requests by login ID and by your company
able to view and submit enhancement requests
access to Knowledge@ariba
able to submit service requests
able to download software (full product release and service packs)
able to create/update environments

*Designated Support Contact access is provided to a limited number of contacts per your company’s Technical Support Services (TSS) Agreement with Ariba, Inc. If you have any questions, please contact supportservices@ariba.com.

 

Next: On Demand Support Pt.3 - Support Online & Contacting Support

Previous: On Demand Support Pt.1 - Getting Support You Need

_________________________________________________________________

 

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.