Ariba Knowledge                                              Nuggets           Getting the On Demand Support You Need     ...
Event Day Management    What is it?    Operational support to help buyers execute    online sourcing projects including   ...
Supplier Training              What is it?              Training on the software that suppliers use to              learn ...
Notes on Defects:                                                                   • Timing of communication depends on c...
What is Ariba Connect?   Ariba’s web portal for Customers to:        Submit and review the status of your Service and     ...
Customer Access Levels    The two basic levels of access are Basic and    Designated Support Contact (DSC).    To become a...
How to Login Current Users,       Navigate to       https://connect.ariba.com       In the login form, enter your       Co...
Contacting Ariba Support Electronic:     “Help” link (top right corner)     Connect site: https://connect.ariba.com       ...
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Ariba Knowledge Nuggets - Ariba Customer Support Getting the Support You Need to Be Successful

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Ariba Knowledge Nuggets - Ariba Customer Support Getting the Support You Need to Be Successful

  1. 1. Ariba Knowledge Nuggets Getting the On Demand Support You Need Customer Technical Customer Care Premium Support Response Team Resolution Team Team Team Quality and Excellence Programs Team Support Operations and Infrastructure TeamAriba Customer Support helps Ariba’s customers continue to be successful by… • Providing timely response and resolution to urgent issues and requests • Proactively sharing knowledge with our customers to enrich their experience with Ariba’s products • Ensuring consistent, accurate and professional global service • Assisting our customers in achieving optimum value from our products • Developing and sustaining a knowledgeable, passionate, global team that is dedicated to customer success • Continuously transforming the Customer Support function to advance Ariba growth objectives • Listening to our customers and championing their interests within Ariba to continuously improve products and services END USER SUPPORT END USER SUPPORT What is it? Features A team of product specialists, available Languages available: by phone or webform, to answer • English, French, German, Italian, Spanish, questions and provide navigation and Portuguese, Russian, Japanese and Chinese functionality support, including Hours: management of user log-on credentials, • English 24x5, other languages available to ensure successful use of Ariba’s during normal business hours in local time
  2. 2. Event Day Management What is it? Operational support to help buyers execute online sourcing projects including Benefits surrogate bidding, reactive auction monitoring, enforcement of event rules, • Available from 8 p.m. pausing, extending and resuming events, Sunday to 8 p.m. bidder and bid removal and messaging Friday, Eastern management Standard Time • Increase in number of Features projects that execute smoothly Languages, Hours and Delivery: Same as End User Support • Operational consistency in event Hours: English 24x5, other languages administration available during normal business hours in local time • Better project results when market intervention is necessary1 Sourcing Support Desk What is it? Advice and guidance provided by experienced Ariba personnel, who Benefits leverage their online sourcing expertise to • Available from 8 a.m. provide buyers with as-needed best through 5 p.m. EST, practice information to support their Monday through Friday sourcing projects • Create optimal project results by using the Features most favorable project structure Delivery Elements: Sourcing best practice advice and general project review • Increase competency among users as they Languages: Primarily English, but learn and reinforce additional language support may be sourcing best practices available • Gain greater consistency and quality in online sourcing projects1
  3. 3. Supplier Training What is it? Training on the software that suppliers use to learn how to effectively participate in online sourcing projects. Supplier Training increases supplier confidence and reduces the risk of project issues or delays Benefits • Multilingual supplier training available 24x7 Features • Trained suppliers are Languages: English, French, German, more likely to Italian, Spanish, Portuguese, Russian, participate and bid Japanese and Chinese aggressively Hours & Delivery: Available online • Trained suppliers are anytime less likely to commit bidding errors that may A general training session on software cause project delays navigation, features and functionality 1 Technical Support Services Includes Resolution of technical issues, including troubleshooting of defects For Ariba Sourcing, Analysis, Category Management and Contract Workbench issues will normally be escalated from the End User Support team Benefits • Available 24x7 for Severity 1 level issues Having problems with an Ariba product? • Available 24x5 for • try searching the knowledge base by using specific Severity level 2, 3, and products and versions 4 Issues • ask colleagues how they solved the problem using the discussion forum at Knowledge@Ariba • transfer files to Ariba for analysis using File Sharing in Support Online section1
  4. 4. Notes on Defects: • Timing of communication depends on complexity of issue and ability to replicate it.Ariba Customer Support Process •To get an update on an urgent issue, call Ariba and reference the SR number. •To get an update on a non-urgent issue, reply to the 1st email ALL USERS DESIGNATED and request a status update. SUPPORT CONTACTSURGENT and EDM ISSUEContact Customer Support via phone Contact CustomerNON-URGENT ISSUEContact Customer Support via phone Support via External Contactor web-form Connect Email to Contact 1 Tier I Customer from Tier I: Support Escalated to Tier II “Solve or Escalate” with SR number Tier II Customer Email to Contact 2 from Tier II: Support Escalated to Tier III “Solve or Escalate” with SR number Email or Call to 3 Post Deployment Tier III Technical External Contact: Consulting Support/Engineering Request Processed / Notice of Defect Service Request Severity Levels Every request received is assigned a service request number. The request is categorized and prioritized using the following severity level guidelines. • Severity Level 1 (S1) - All functionality in the software is unavailable, causing critical impact to business production operations if service is not restored quickly. No workaround is available. • Severity Level 2 (S2) - Certain functionality in the software is unavailable causing critical impact to business production operations if service is not restored quickly. No workaround is available. • Severity Level 3 (S3) - Software performance is degraded on the production system. Acceptable workaround is available. Functionality is noticeably impaired but business operations continue. • Severity Level 4 (S4) - Customer requires information or assistance on capabilities, or configuration of the software.
  5. 5. What is Ariba Connect? Ariba’s web portal for Customers to: Submit and review the status of your Service and Enhancement Requests Search Customer Support knowledgebase Receive up-to-date information on Ariba applications Access Knowledge@Ariba for Aribas best practices, advanced searches on Ariba products, join collaborative discussions with other customers, partners and Ariba employees in knowledge threadsDo You Know Who Your CompanyDesignated Support Contact Is?This person is important to know because they: Full access to https://connect.ariba.com Submit and Track Service Requests Submit and Track Enhancement Requests Ariba Customer Support’s contact for: Downtime notifications Business process clarifications Approvals for end-user requested changes Raise awareness to trends with end-user issues
  6. 6. Customer Access Levels The two basic levels of access are Basic and Designated Support Contact (DSC). To become a DSC, please send an email requesting to be a DSC to either Connect_Support@ariba.com. Basic Connect Access Designated Support Contact Access (Read Only) (Basic Connect Access plus the following) product documentation, hot issues, and FAQ’s able to submit service requests access to search the knowledgebase able to download software (full product able to view service requests by release and service packs) login ID and by your company able to create/update environments able to view and submit enhancement requests access to Knowledge@ariba*Designated Support Contact access is provided to a limited number of contacts per your company’sTechnical Support Services (TSS) Agreement with Ariba, Inc. If you have any questions, please contactsupportservices@ariba.com. Support Online Users have the ability to: search our support knowledgebase for resolutions to commonly asked questions submit a Service Request if they are the Designated Support Contact view Service Requests logged by your login ID file sharing – ability for users and Ariba Support to share files
  7. 7. How to Login Current Users, Navigate to https://connect.ariba.com In the login form, enter your Connect User ID and Connect Password. Click OK. New users, select “New User” for self registration Enter required information Once the form is filled out, you will receive an email that the account is setup. (Usually 2-3 business days)My Account My Information view your service requests, software download requests, enhancement requests My Company’s Information view your company’s service requests, software download requests, enhancement requests My settings: user profile – update your contact information address book – update your address information subscriber preferences – sign up for email notifications from Ariba Support regarding specific applications My Company’s Settings profile – update your company’s information contacts – view your company’s registered connect users environments – update your company’s environments so Ariba’s Support can effectively assist you
  8. 8. Contacting Ariba Support Electronic: “Help” link (top right corner) Connect site: https://connect.ariba.com (Designated Support Contacts only) Phone: North/South America • 1 866 218 2155; +1 412 222 6153 Europe/Middle East/Africa • +44 20 7187 4144 Asia Pacific • +65 6311 4745 Prompt Options: Prompt #1 – Urgent assistance; Participating in a live auction event Prompt #2 – Purchasing, E-forms, Invoicing and Travel & Expense Prompt #3 – Log in; Password reset Prompt #4 – All other inquiries

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