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Aranda Support Center

Aranda Support Center

ARANDA SOFTWARE STANDARD SUPPORT SERVICE

The following are the terms and conditions under which Aranda Software provides services, standard maintenance and software support, from the Aranda Support Center (ASC) during the subscription period or contract term.

1. Scope.

The support service is provided to the customer in order to resolve defects that arise with the contracted product. The solution of a defect may consist of a patch, work around or any other type of solution that is considered adequate to solve the inconvenience presented.

The following activities are considered outside the scope of the support service: 

  • Implementation, configuration, integration or customization services.
  • Training or assistance with administrative functions or on the use, handling or operation of the software.
  • Processes of updating and/or patching outside working hours, of clients with implementation in On premises mode. On premises.

In the event that the Client requires such services, he/she should request a quotation from his/her account executive or partner. partner partner.

2. Communication with the support center.

The customer must define an authorized technical contact for reporting requests to the support center, who must be properly trained and certified by Aranda Software for the administration and operation of the solution purchased. The customer must report all findings considered as part of the support service and require the assignment of a case number to track it. 

3. Access and registration channels.

The support service is available from Monday to Friday from 8:00 to 18:00 (GMT - 5). 

There will be 7X24 support for incidents classified as Critical priority and this is guaranteed as long as the report of the failure is made by telephone. 

The telephone, mailbox and web access lines are defined below: 

Telephone lines

  • International line: (57-1) 601 7563000 - Colombia
  • Chile: (56-2) 24642191 
  • Peru: (51-1) 7027104 
  • Argentina: (54-11) 52354248 
  • Mexico (52-55) 13281764
  • Mobile line for after hours communication (7X24) 57 3114772707 

Mailbox: 

User portal:

Premium support is available separately according to rates established by Aranda Software and can be quoted with the account executive or partner. partner partner.

4. Priority and response times.

All cases created in the Aranda Support Center will be assigned a Priority level. The priority level specifies the attention time with which the case will be managed by the Aranda Support Center if the case is not resolved on the first call. All service level standards and analysis are based on the priority assigned to each case.

The following table is used by support analysts to determine the appropriate priority level for each logged case. The support center is responsible for making the final decision on the priority level based on the information provided by the person reporting the case.

Time to Attention: The time elapsed from when the event occurs until the support center begins care of the case.

  • The 7 X 24 coverage is guaranteed as long as the case report is made by telephone to the line established for this purpose.

 

For customers who have contracted the Premium Support level, the following service times will be offered:

  • The 7 X 24 coverage is guaranteed as long as the case report is made by telephone to the line established for this purpose.

 

If you are interested in the Premium Support service, please contact your account executive or authorized official partner.

5. Change Management.

As part of the Aranda Software Support service, itincludes the opportunity to report requests for additions or modifications on the different functionalities of the solutions and products, and will be considered changes.

All change requests received in the support center must comply with the internal process, which includes the phases of registration, acceptance, initial evaluation, investigation, intermediate evaluation, approval, prioritization, scheduling, final evaluation and release, therefore, the attention and solution times are without effect for them. 

The Aranda Support Center will keep stakeholders informed, as defined in the following matrix:

6. Particularities of the service for customers in Aranda Cloud (SaS).

6.1 Availability.

Aranda Software se compromete con SLA de disponibilidad de la instancia de producción de 99.5% durante el mes calendario, entendiendo que “disponible” significa que los usuarios autorizados pueden acceder a la instancia durante asignada.

Para los casos clasificados como prioridad Crítica (caída general del sistema) se realizará entrega de documento RCA (análisis de causa raíz) 5 días hábiles después de la solución del evento 

6.2 Software Releases.

Aranda Software will make available to its customers the new versions of software and Fix packswhen they are commercially released. The subscription services fee in Aranda Cloud includes the implementation of software updates and fix packs of commercially released applications, however, additional services required in relation to software releases and fix packs will be provided by Aranda Cloud. fix packssuch as training, business process reviews, consultations and implementation of new functionality or features are billable and must be validated with the sales representative.

6.3 Definitions.

Software updates. They are release releases in which improvements or new functionalities are implemented, which are applied at the customer's request at no additional cost during the subscription period.

Fix Pack or patches. These are product versions released by Aranda Software which mainly include solutions to identified bugs. These are applied to customer instances at no additional cost during the subscription period.

Urgent Fix Pack or critical patches. It is an update that Aranda Software considers as urgent application as necessary to maintain availability, security or performance of the Service.

Software Support Period. The software support period shall be co-terminal with the subscription service period.

7. Incident Replication.

Customer shall provide Aranda Support Center with all steps and replication records necessary to enable Aranda Software to reproduce the software defects reported by Customer. 

Remote Access. The customer will provide remote access to the support specialist for proper resolution of reported problems if necessary. Tools authorized by Aranda Software will be used for this purpose.

Subcontractors. Aranda Software may hire subcontractors to provide software support hereinafter.

8. Exclusions.

Reporting solutions. Support does not include the development of reports, data warehouses, data lakeETL flows in any case,

Support for integrations. Support for integrations is not included, only the correct functioning of the connection API's delivered with each solution is supported and guaranteed.

9. Notifications and Alerts.

Aranda Support Center will use reasonable efforts to notify customers ten days in advance of any software update notwithstanding the foregoing, Aranda Software may provide customers with a shorter notice or no notice prior to the implementation of a critical update. 

When the product purchased, in addition to the cloud components, includes locally installed components, it is the customer's responsibility to perform the updates on them, maintaining the compatibility of the versions according to the documentation provided in each release.

It is the customer's responsibility to consult and validate the information of the released versions on the website provided by Aranda Software for this purpose. https://docs.arandasoft.com/

To use the services of Aranda Support Center, please contact our specialists through the following means:
E-MAIL

Report a case

reportedecasos@arandasoft.com

Request a report

solicitudreportes@arandasoft.com

Complaints and Claims

quejasyreclamos@arandasoft.com
REPORT YOUR CASE
Fill out the following form
Report a case
To obtain your username and password, please contact us.
TELEPHONE VIA
International line: (57) 601-7563000 Opt 2
Argentina: 54-11-52354248
Mexico: 52-55-13281764
Chile: 56 - 224642191
Peru: 51 - 1 - 7027104

Hours of operation at Aranda Support Center (ASC)

Monday - Friday from 8:00 to 18:00 (GMT - 5). This service is not available on Sundays and holidays.
When contacting the Aranda Support Center specialist, the following information should be available:
  • Company name.
  • Background of the failure.
  • Detailed description of the problem and level of impact.
  • Exact version of the product.
  • Actions taken so far.

Report request

Aranda Support Center provides the service of generating reports on the different products. Only re-reports that can not be performed with the help of Aranda Query Manager will be generated, Aranda Support Center will deliver the necessary sentences for the design of the reports to be implemented in Aranda Query Manager. The delivery time of the requested reports is 72 business hours.

To keep in mind:

  • Before requesting technical support from ASC, you should verify that you have applied the latest updates published on www.arandasoft.com/kb, in the Updates section.
  • There must be a single technical contact at the customer, who must be trained and certified by an authorized distributor or directly by Aranda Software products purchased.
  • Aranda Support Center (ASC) does not provide support or maintenance on database engines.
  • Depending on the complexity, remote access to customer equipment will be requested.
At Aranda Support Center (ASC) you will find
  • Support for technical issues with any of the solutions in the Aranda portfolio.
  • Upgrade information.
  • Center for receiving requests for changes and suggestions.
  • Generation of new reports of the different products in Aranda Query Manager.
ASC Support Scope
Support Level
Attention Time
Severity Case
Estimated Time
Technical Support Levels Definition: The levels of support attention are defined according to the type of attention required, the severity of the reported problem and the estimated time for the solution. For each case reported in ASC, a consecutive number will be assigned by means of which you will be able to make the respective follow-up.
1st level of support

Assistance provided by a support analyst via telephone, chat or e-mail. At this level, the case is logged, the necessary information is gathered and an attempt is made to resolve the case using procedures or scripts; if necessary, the case is escalated to a second level support analyst.

2nd Level of support

Assistance provided by a senior application or product support analyst who has internal communication with the other areas of the company and is in charge of follow-up. When cases arise that cannot be solved by the ASC, or are related to software defects, they are transferred to the Development group for management.

NOTE: Depending on the case and complexity, remote access to the client's equipment will be requested.
Support center service time:
The time it takes for the Support Center to contact the customer to establish initial contact on a case.
Response time:
It is the time a case takes from the date of registration to the date of attention by the specialist.
Priority level
Response time
Solution time 1st level
Solution time 2nd level
Solution time 3rd level
P1. Critique
2 hours
6 hours
12 hours
**
P2. High
6 hours
14 hours
24 hours
P3. Media
10 hours
3 days
N/A
P4. Low
32 hours
12 days
N/A
* Due to the complexity of the issues that Level 3 generally works with, the resolution time guidelines are not in effect.
All cases created in the Aranda Support Center (ASC) will be assigned a Priority level. The priority level specifies the time of attention and solution with which the case will be worked by the support center if the case is not resolved in the first call. All service level standards and analysis are based on the priority assigned to each case.
The following guidelines are used by support analysts to determine the appropriate priority level for each issue received. The support center is responsible for making the final decision on the priority level based on the information provided by the person who reported the case.
Priority level
Description
Examples
P1. Critique
System Crash
When a major system outage or total system failure occurs
P2. High
Critical System Suspension
When there is a significant loss of functionality of the system.
P3. Media
Single Function Failure
When a new development occurs that affects the development of the normal activity of the operation in a controlled manner.
P4. Low
Subject of Minor Procedure
. Configuration Questions .
. Procedural or Operational Questions .
. Intermittent Problem Investigation
. Reprinting Current Reports
  • Before requesting technical support at ASC, you should verify that you have applied the latest updates published at www.arandasoft.com/kb.
  • There must be a single technical contact at the customer, who must be trained and certified by Aranda Software.
  • The service does not include support or maintenance on the database engines, these activities are the customer's responsibility.
  • The customer is responsible for the supplied infrastructure such as updated and supported software from the manufacturer and for ensuring adequate conditions for the operation of the products (network connections, port opening, etc.).
  • The service by Aranda Support Center will be provided only and exclusively to customers who have the support service active at the time it is requested.
  • Standard support service will be provided via telephone, chat, Internet, e-mail or remote access. On-site support is not included.
  • The standard support service does not include product reinstallations caused by damage to the customer's infrastructure or change of servers, nor version migration. These services can be performed by Aranda Software as an additional service, whose costs will be informed by the sales representative of Aranda Software.
  • In no case will there be responsibility for external agents that affect the normal operation of Aranda Software solutions such as restrictions of security policies, antivirus, antispyware, operating system problems, database restrictions, among others.