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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 through the Aranda Support Center (ASC) during the subscription period or the term of the contract.

1. Scope.

Support services are provided to customers to resolve defects and/or security incidents that arise with the contracted product. The resolution of a defect may consist of a patch, a workaround, or any other type of solution deemed appropriate to address the issue.

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

  • Implementation, configuration, integration, or customization services.
  • Training or assistance with administrative tasks or regarding the use, operation, or functionality of the software.
  • Updates and/or patches applied outside of business hours for customers with on-premises deployments on-premises.

If the Customer requires these services, they should request a quote from their account manager or partner assigned official partner. 

2. Contacting the support center.

The customer must designate an authorized technical contact to submit requests to the support center; this individual must be properly trained and certified by Aranda Software to manage and operate the purchased solution. The customer must report all issues as part of the support service and request a case number for tracking purposes. 

3. Access and registration channels.

Customer support is available Monday through Friday from 8:00 a.m. to 6:00 p.m. (GMT – 5). 

24/7 support will be available for incidents classified as Critical, provided that the issue is reported by phone. 

The phone numbers, email address, and website URL are listed below: 

Phone lines

  • International: (57-1) 601 7563000 – Colombia
  • Chile: (56-2) 24642191 
  • Peru: (51-1) 7027104 
  • Argentina: (54-11) 52354248 
  • Mexico (52-55) 13281764
  • Mobile phone number for communication outside standard business hours (24/7): 57 3114772707 

Email address: 

User Portal:

Premium support is available separately at rates set by Aranda Software and can be quoted by your account manager or partner .

4. Priority and response times.

All cases created in the Aranda Support Center will be assigned a priority level. The priority level determines the response time within which the Aranda Support Center will handle the case if it is not resolved on the first call. All service level standards and analyses 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 reported case. The support center is responsible for making the final decision regarding the priority level based on the information provided by the person reporting the case.

Response Time: This is the time elapsed from when the incident occurs until the support center begins handling the case.

  • 24/7 coverage is guaranteed provided that the case is reported by phone to the designated hotline.

 

For customers who have subscribed to the Premium Support plan, the following response times will apply:

  • 24/7 coverage is guaranteed provided that the case is reported by phone to the designated hotline.

 

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

5. Change Management.

As part of Aranda Software's support service,you can submit requests for new features or modifications to the various functionalities of our solutions and products, and these requests will be considered for implementation.

All change requests received by the support center must follow the internal process, which includes the following stages: registration, acceptance, initial assessment, investigation, interim assessment, approval, prioritization, scheduling, final assessment, and release. Therefore, response and resolution times do not apply to these requests. 

The Aranda Support Center will keep interested parties informed, as outlined in the following table:

6. Service features for Aranda Cloud (SaaS) customers.

6.1 Availability.

Aranda Software commits to a Service Level Agreement (SLA) guaranteeing 99.5% availability of the production instance during the calendar month, where “available” means that authorized users can access the instance during the assigned time.

For cases classified as Critical Priority (system-wide outage), a Root Cause Analysis (RCA) report will be provided within 5 business days after the issue is resolved. 

6.2 Software Releases.

Aranda Software will make the new software versions and fix packswhen they are commercially released. The subscription service fee for Aranda Cloud includes the implementation of software updates and fix packs for commercially released applications; however, additional services required in connection with software versions and fix packs—such as training, business process reviews, consultations, and the implementation of new functionalities or features—are billable and must be approved by the sales representative.

6.3 Definitions.

Software updates.These are minor minor product releases that implement improvements or new features, which are applied to customer instances at no additional cost during the subscription period. 

Fix Pack or patches. These are product versions released by Aranda Software that primarily include fixes for identified bugs. They are applied to customer instances at no additional cost during the subscription period. 

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

Software Support Period. The software support period will run concurrently with the subscription service period.

7. Incident Replication.

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

Remote Access. The client shall provide remote access to the support specialist to properly resolve reported issues, if necessary. Tools authorized by Aranda Software shall be used for this purpose.

Subcontractors. Aranda Software may engage subcontractors to provide software support hereafter.

8. Exclusions.

Reporting solutions. Support does not include the development of reports, data warehouses, data lakes, or ETL flows under any circumstances,

Integration support. Integration support is not included; we only support and guarantee the proper functioning of the connection APIs provided with each solution.

9. Notifications and Alerts.

The Aranda Support Center will make reasonable efforts to notify customers ten days in advance of any software updates; however, Aranda Software may provide customers with shorter notice or no notice at all prior to the implementation of a critical update. 

When the purchased product includes on-premises components in addition to cloud-based components, it is the customer’s responsibility to update those components, ensuring version compatibility in accordance with the documentation provided with each release.

It is the customer's responsibility to review and verify the information regarding 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 using the following methods:
EMAIL

Report a case

reportedecasos@arandasoft.com

Request a report

solicitudreportes@arandasoft.com

Complaints and Claims

quejasyreclamos@arandasoft.com
REPORT YOUR CASE
Please fill out the following form
Report a case
To obtain your username and password, please contact us.
BY PHONE
International line: (57) 601-7563000 Ext. 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 a.m. to 6:00 p.m. (GMT–5). This service is not available on Sundays and holidays.
When contacting the Aranda Support Center specialist, Aranda Support Center have the following information ready:
  • Company name.
  • Background of the failure.
  • Detailed description of the problem and its impact.
  • Exact version of the product.
  • Measures taken so far.

Request for reports

The Aranda Support Center a report generation service for various products. We will only generate reports that cannot be created using theAranda Query Manager;Aranda Support Center the necessary SQL statements for designing the reports to be implemented inAranda Query Manager. The turnaround time for requested reports is 72 business hours.

Please note:

  • Before requesting technical support from ASC, you should verify that you have installed the latest updates available at www.arandasoft.com/kb, in the Updates section.
  • There must be a single technical contact at the client’s site, who must be trained and certified by an authorized distributor or directly by Aranda Software for the products purchased.
  • Aranda Support Center ASC) does not provide support or maintenance for database engines.
  • Depending on the complexity of the issue, we may need to access the customer's devices remotely.
At Aranda Support Center ASC), you'll find
  • Support for technical issues with any of the solutions in Aranda's portfolio.
  • Information about updates.
  • Center for receiving change requests and suggestions.
  • Generating new reports for various products in Aranda Query Manager.
ASC Support Scope
Support Level
Service Time
Severity: Case
Estimated Time
Definition of Technical Support Levels: Support levelsare defined based on the type of assistance required, the severity of the reported issue, and the estimated time to resolution. For each case reported in ASC, a sequential number will be assigned, which you can use to track the case.
1st Level Support

Support provided by a support analyst via phone, chat, or email. At this level, the case is logged, the necessary information is gathered, and an attempt is made to resolve the issue using standard procedures or scripts; if necessary, the case is escalated to a second-level support analyst.

Second Level of Support

Support is provided by a senior application or product support analyst who communicates internally with other departments within the company and is responsible for tracking cases. When cases arise that cannot be resolved by the ASC or are related to software defects, they are escalated to the Development team for resolution.

 NOTE: Depending on the situation and its complexity, we may request remote access to the customer's devices.
Support center response time:
This is the time it takes for the Support Center to contact the customer to make initial contact regarding a case.
Response time:
This is the time it takes for a case to be processed from the date it is registered until the date it is seen by a specialist.
Priority level
Response time
First-level resolution time
Second-level resolution time
Third-level resolution time
Q1. Review
2 hours
6 hours
12 hours
**
Q2. Sign Up
6 hours
2 p.m.
24 hours
P3. Average
10 hours
3 days
N/A
Q4. Down
32 hours
12 days
N/A
* * Dueto the complexity of the issues typically handled by Level 3, the resolution timeframes do not apply.
All cases created in the Aranda Support Center ASC) will be assigned a priority level. The priority level determines the response and resolution timeframes within which the support center will handle the case if it is not resolved on the first call. All service level standards and analyses are based on the priority assigned to each case.
The following guide is 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 issue.
Priority level
Description
Examples
Q1. Review
System Outage
When there is a significant outage or a total system failure
Q2. Sign Up
Critical System Failure
When there is a significant loss of system functionality
P3. Average
Single-Function Failure
When an event occurs that has a controlled impact on the normal course of business operations
Q4. Down
Minor Procedural Matter
. Configuration Questions
. Procedure or Operation Questions
. Troubleshooting Intermittent Issues
. Reprinting Current Reports
  • Before requesting technical support from ASC, you should verify that you have installed the latest updates available atwww.arandasoft.com/kb
  • There must be a single technical contact at the client’s site, who must be trained and certified by Aranda Software.
  • The service does not include support or maintenance for database engines; these responsibilities rest with the customer.
  • The customer is responsible for ensuring that the infrastructure provided consists of up-to-date software supported by the manufacturer, and for ensuring that the necessary conditions for the products to function properly are in place (network connections, port forwarding, etc.)
  • Aranda Support Center provide service solely and exclusively to customers who have an active support plan at the time of the request.
  • Standard support will be provided via phone, chat, online, email, or remote access. On-site support is not included.
  • Standard support does not include product reinstallations caused by damage to the customer’s infrastructure or server changes, nor does it include version migrations. These services can be provided by Aranda Software as an additional service; the associated costs will be provided by an Aranda Software sales representative.
  • Under no circumstances will we be liable for external factors that affect the normal operation of Aranda Software’s solutions, such as security policy restrictions, antivirus or antispyware software, operating system issues, or database restrictions, among others.