# Your Billing is in Good Hands

Providing dedicated technical service and care, Aria’s rapid response team is ready to step in and help keep your billing environment running smoothly.

### Multi-tier customer support services

Our three flexible, 24/7 technical support models ensure a positive impact on your billing operations by providing reliable and efficient support for your billing environment. Our **Bronze**, **Silver**, and **Gold** support models provide different levels of support and response times. This allows you to choose the right level of support for your business and operational needs.

“Satisfaction is paramount to Aria’s service and support organization, ensuring our customers feel connected to Aria proactively and when needed. Our dedicated support team demonstrates integrity with every inquiry, going that extra step to ensure we understand and meet our customers’ expectations and more.”

Mike Breslin, VP, Customer Care

### Benefits

### Expert support at every step
- Access a comprehensive support team
- Leverage detailed technical support
- View 24/7 reporting and event tracking
- Benefit from in-depth learning
- Scale up your billing requirements
- Be confident with third-party support

#### Experienced support team

Our support team is made up of experienced professionals who are equipped to provide comprehensive support and troubleshooting services. You can expect quick and effective resolution of any technical issues that may arise, giving you peace of mind that your billing operation is in good hands.

#### Technical expertise

Our team of experts can identify, diagnose and resolve technical issues with your billing platform and related systems, escalating priority issues where necessary. Additionally, depending on your support level, we provide support for Aria’s comprehensive suite of APIs and workflows.

#### Support ticket reporting and tracking

We provide 24/7 web access for the reporting and tracking of all issues.

#### Online Learning Portal

We provide a designated number of seats for Aria’s online Learning Portal and classroom training services, with the option to add extra seats if required.

#### Proactive support and guidance

Additional consulting hours are provided to support you through further transition and growth with new programs, product catalog requirements, configuration requests, custom reporting, data correction, and more.

#### Multi-vendor support

Recognizing the complexities of multi-vendor environments, Aria provides third-party support to help resolve multi-vendor issues such as organization setup, configuration, and troubleshooting.

## Support-tier offerings

Choose from 3 levels of support that best suit your billing needs.

|     |     |     |     |
| --- | --- | --- | --- |
| ##### Service | ##### Bronze | ##### Silver | ##### Gold |
| Response time SLA | _Defined period for acknowledgement and assignment of tickets based on priority and environment_ | Production only |  |  |
| 24×7 Email/Web Ticket Access | _Round-the-clock access to submit and track support requests via email or web-based support portal_ |  |  |  |
| Aria API Support | _Support for Aria’s full suite of APIs covering assistance with integration, troubleshooting, and proper usage_ |  |  |  |
| Tools & Access | - _Knowledge base access_<br>- _Status page access_<br>- _Incident notifications_ |  |  |  |
| Proactive Support | - _Health checks_<br>- _Performance monitoring_<br>- _Best-practice recommendations_ |  |  |  |
| Workflow Support | _Support for Aria Workflow, which enables the creation and management of custom business rules and logic_ |  |  |  |
| Third-Party Support | _Support to assist with resolving issues involving external vendors_ |  |  |  |
| Issue Routing Model | _How incoming support requests are prioritized and assigned to the appropriate resource for resolution_ | Best Effort | Standard | Priority |
| Support Portal Seats | _The number of named user accounts authorized to access the support portal and submit support requests on behalf of the organization_ | 1 | 5 | 10 |
| Monthly Case Limits* | _Covers requests submitted via the ticketing system and ensures timely and effective handling of all issues_ | 4 | 15 | 40 |
| Monthly Support Hours* | _Covers assistance outside of standard defect or bug resolution_ | 5 | 20 | 50 |

_*Monthly case limits and support hours are monitored on an annual basis. Cases determined by Aria to be product bugs are excluded from case limit and support hour calculations. Aria retains the right to take the following actions in the event of an overage:_

1. _Charge for overage hours at the standard hourly rate._
2. _Require a support tier upgrade to accommodate higher usage._
3. _Recommend engagement of Professional Services for activities outside the normal support scope._
4. _Throttle support requests until the next billing period._

## Got questions or need guidance? We’re happy to help.