keeping your billing operations up and running

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

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.

Support Service
Bronze
Silver
Gold

Response time SLA

Defined period based on priority and environment

Production only

Yes

Yes

Issue Routing Model

Ticket assignment protocol

No

Queued

Priority

Annual Consulting Hours

Special projects: New programs, product catalog, configuration, custom reports, data correction, etc.

No

No

10 hours

Learning Portal Seats

Number of registered seats for Aria Online Learning Portal

0

5

10

Customer Success Manager

Day-to-day contact managing regular business needs

No

Yes

Dedicated

Periodic Business Review

QBR conducted by Aria CSM

No

Yes

Yes

TAM Service Subscription

Access to on-demand, hands-on support from company experts to solve customers’ business needs.

No

Yes

Yes

Pre Go-Live Support Liaison

Support resource begins work with customer 30 days pre go-live.

No

No

Yes

News and Resources

Access the latest news and insights

Browse our latest blog posts, case studies, datasheets, whitepapers and on-demand webinars, and read our recent news.

Resource Hub

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