Ariba Support Services

The goal of Ariba Customer Support Services is to exceed customer expectations through operational excellence resulting in total satisfaction for all of our customers, both buyers and suppliers. We achieve this by increasing user adoption, minimizing downtime, maximizing business benefits, and delivering bottom-line results. Support personnel at Ariba are committed to providing dependable, timely resolution of all customer inquiries regarding our solutions and services. With response centers in North America, Europe and Asia Pacific, Ariba can offer technical support globally, via phone or the Web.

Ariba Technical Support proactively reports vital information on a regular basis about the availability of new product releases and current release patches to our installed customer base. The Ariba Technical Support Web site, https://connect.ariba.com, provides direct access to information about our support services and offers interactive tools for communicating with our solution-specific support professionals. Additional areas of support include:

  • Help Desk Support Service. Provides scalable, follow-the-sun support hours and multi-language customer service representatives who provide instructions on common usability questions
  • Dedicated Customer Service. For an additional fee, a customer can be assigned a dedicated representative who delivers priority service
  • Premium Supplier Support. Delivers advanced support and issue resolution services for suppliers' technology and production-related issues
  • Benchmarking. Periodic benchmarking of key usage statistics and business metrics enables customers to understand their level of spend management effectiveness
  • Knowledge Base. Support documentation and answers to frequently asked questions are available on our Web site

Ariba offers varying levels of support based on the type of package purchased. These include limited support, licensed pay maintenance, and other support fees. Service packages are also available. Other options we offer include upgrade services and training.