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OUR PHILOSOPHY
Arigoo customers gain access to all support features, including telephone support and product updates, through an annual support and maintenance plan. To help your organization gain the maximum benefit from its investment in Arigoo products, we provide:
 Timely availability of highly trained experts who provide quality answers.
Access to information-rich resources, including our Knowledgebase and product documentation downloads.
Contacting Technical Support
Arigoo understands that it is critical to keep your systems up and running smoothly. The Arigoo Support Centers are staffed with available technicians during business hours.
Service Level Objectives (SLOs)
The documented Service Level Objectives are the guidelines used by Arigoo Software to establish response times to a request for technical assistance, known as a "case."
Support Web site User's Guide
Arigoo Software's web site is always available to our customers with solutions to reported problems and current product information. In addition, you may open non-critical cases and check on the status of cases you have already reported to Technical Support. Your support maintenance agreement allows you access to a community of experts, resources and information all focused on helping you leverage the full power of your Arigoo products. This includes web or phone access to our support team. Product updates are posted to ensure you have ready access to the latest technology at all times.
Submitting a New Issue (Information needed for case submission)
Registered contacts may open non-critical cases quickly and easily from the Issue Tracker menu. Complete information about contacts, service level objectives, and information needed to resolve a problem is found on is required.
Arigoo recognizes that virtualization technology provides significant utility and value to our customers. As such, Arigoo conducts functional testing and certifies our products using virtualization technology in addition to native environments. While Arigoo expects that our products will function properly when running on supported platforms in a virtualized environment as well as a native environment, there may be functional and performance limitations. Arigoo will not require that customers recreate and troubleshoot every issue in a non-virtualized environment, however there may be circumstances in which such action may be required. Arigoo will only make this request when there is reason to believe that the virtualized environment is a contributing factor to the issue. If the issue cannot be reproduced in a supported non-virtualized environment, customers will need to refer their issues to their virtualization vendor.
Arigoo Support Critical Issue Notification Policy
What is Critical Issue Notification?
Critical issue notifications are communications sent to customers who are current on support to alert of a critical situation which may have serious impact to Arigoo product usage or stability. These communications are sent via email to a customer subscribed email list.
How Critical Issues are Communicated?
Arigoo strives for the highest levels of service and communications with our customers. Many factors are considered in the decision to send critical issue notifications. Arigoo Support attempts to balance the need to alert customers of highly pervasive issues with the consideration for the alarm generated by such notifications. For severe issues (issues that may be related to product security or data integrity, for example), Arigoo will proactively send a notice to subscribers. Included in the communication is a description of the issue and potential impact. If a work-around or correction is available, that information is also provided in the communication. A knowledge base entry is also opened on the Arigoo Support web site with this information. This knowledge entry is then available for customers to reference for further details and access to download corrections (if applicable).
All statements regarding Arigoo’s Critical Issue Notification policy are subject to change without notice.
Contacting Support Services
Your sales or account manager can help to purchase or renew a support agreement, request a free product update, or purchase a new product.
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