Ask Aria Billie 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.
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.
Service |
Bronze |
Silver |
Gold |
Response time SLA |
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Defined period for acknowledgement and assignment of tickets based on priority and environment |
Production only |
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24×7 Email/Web Ticket Access |
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Round-the-clock access to submit and track support requests via email or web-based support portal |
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Aria API Support |
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Support for Aria’s full suite of APIs covering assistance with integration, troubleshooting, and proper usage |
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Tools & Access |
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Proactive Support |
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Workflow Support |
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Support for Aria Workflow, which enables the creation and management of custom business rules and logic |
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Third-Party Support |
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Support to assist with resolving issues involving external vendors |
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Issue Routing Model |
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How incoming support requests are prioritized and assigned to the appropriate resource for resolution |
Best Effort |
Standard |
Priority |
Learning Portal Seats |
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Number of registered seats allocated for the Online Learning Portal |
1 |
5 |
10 |
Monthly Case Limits* |
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Covers requests submitted via the ticketing system and ensures timely and effective handling of all issues |
4 |
15 |
40 |
Monthly Support Hours* |
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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:
- Charge for overage hours at the standard hourly rate.
- Require a support tier upgrade to accommodate higher usage.
- Recommend engagement of Professional Services for activities outside the normal support scope.
- Throttle support requests until the next billing period.
News and Resources
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Browse our latest blog posts, case studies, datasheets, whitepapers and on-demand webinars, and read our recent news.
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