ARVIA SUPPORT PROGRAMS

Enhanced technical support with our Plus and ARVIAN support plans With a global presence and tiered approach Arvia is committed to ensuring customers are successful in the implementation of the Arvia tool set and that all your technical inquiries are addressed in a timely fashion. We’ve included our standard support with your subscription at no additional cost but we also offer upgraded package at low cost.
• Committed response times for critical and urgent support tickets
• Scheduled phone support and live chat
• A Technical Account Manager to work with you on an ongoing basis
Support Hours
Support & developer portals
Direct e-mail support
Scheduled phone support
Responsse time: P1 (Critical)*
Response time: P2 (Urgent)**
Response time: P3 (Normal)***
Technical Account Manager****
Schedule Live Chat
Monthly Price
STANDARD
PLUS
ARVIAN
09:00-18:00 GMT +3
09:00-20:00 GMT +3
24/7 , 365
Yes
Yes
Yes
Yes
Yes
Yes
No
Yes
Yes
One business day
2 business hours
2 hours
One business day
4 business hours
4 hours
One business day
One business day
One day
No
Yes (for a 3-month period)
Yes (for the length of your contract)
No
Yes
Yes
Included
$1500
$2500

* Video meeting service is not working in production enviroment, affecting revenue.

** Video meeting service is working, but video feature(s) are not working in production, potentially impacting  revenue.

*** Service usage or functionality question, system is not in a production environment.

****Handles customer onboarding and training, product updatess, implementation audit and more.

Contact your sales representative or sales@arviatech.com

Service Level Agreement (SLA)

This Service Level Agreement (the “SLA”) is a policy governing provision of the Products (as defined in the Terms of Service), excluding Beta Products for all purposes hereunder. Except as otherwise provided herein, this SLA is subject to the terms of the Terms of Service. Terms not otherwise defined herein will have the meaning given to them in the Terms of Service. Company reserves the right to change the terms of this SLA in its reasonable discretion and in accordance with the Terms of Service. Uptime Commitment. Company will use commercially reasonable efforts to make the Cloud-hosted versions of the Products available at least ninety-nine and nine tenths percent (99.9%) of the time each calendar month. Uptime Measurement. Company will measure uptime by checking the response of a Product’s HTTP API. Every one (1) minute, a third-party service (e.g. PingDom, AlertSite or a similar service) will attempt to access the Products. Each minute the service does not receive a successful HTTP response – that is, a HTTP response code of 2XX or 3XX – from the time unavailability is reported by Publisher to Company will count as one minute of downtime for such Product. Company reserves the right to make changes to this measurement procedure in its reasonable discretion. Uptime Calculation. Uptime will be calculated as follows:

Service Credits. If a Product fails to meet the uptime commitment during any one calendar month  period, then Publisher will be eligible to request a service credit (the “Service Credit(s)”) in the amount of ten percent (10%) of the monthly fee paid for such Product. For every additional one (1) percent of the calendar month that such  Product is unavailable, Publisher will be eligible to request an additional Service Credit in the amount of ten percent (10%) of the monthly service fee paid for such Product, up to 100% of the monthly service fee. Credit Requests and Payment. To request a Service Credit, Publisher must email support@arviatech.com and provide either its account ID or registered email address, and the dates and times of the unavailability for which it seeks the Service Credit. If Company confirms that the Service Credit is due in accordance with the terms of this SLA, it will issue such Service Credit to Publisher’s account within ten (10) business days. Service Credits may only be used against future billing charges, and may not be shared with or transferred between separate accounts. Publisher will not be eligible for Service Credits if it is in violation of the Terms of Service or any other agreement between Publisher and Company. The parties agree that the Service Credits are a reasonable and good faith estimate of  compensation and not a penalty, and as such shall be Publisher’s sole and exclusive remedy for any failure of the Products to operate in accordance with the SLA. Exclusions. Downtime excludes instances of: Publisher’s acts or omissions, force majeure events, scheduled downtime preannounced via email or within the Product’s account dashboards, hacker or virus attacks, or unavailability of third party services (e.g. Amazon Web Services, Edgecast).Service Credits. If a Product fails to meet the uptime commitment during any one calendar month period, then Publisher will be eligible to request a service credit (the “Service Credit(s)”) in the amount of ten percent (10%) of the monthly fee paid for such Product. For every additional one (1) percent of
the calendar month that such Product is unavailable, Publisher will be eligible to request an additional Service Credit in the amount of ten percent (10%) of the monthly service fee paid for such Product, up to 100% of the monthly service fee. Credit Requests and Payment. To request a Service Credit, Publisher must email support@arviatech.com and provide either its account ID or registered email address, and the dates and times of the unavailability for which it seeks the Service Credit. If Company confirms that the Service Credit is due in accordance with the terms of this SLA, it will issue such Service Credit to Publisher’s account within ten (10) business days. Service Credits may only be used against future billing charges, and may not be shared with or transferred between separate accounts. Publisher will not be eligible for Service Credits if it is in violation of the Terms of Service or any other agreement between Publisher and Company. The parties agree that the Service Credits are a reasonable and good faith estimate of compensation and not a penalty, and as such shall be Publisher’s sole and exclusive remedy for any failure of the Products to operate in accordance with the SLA. Exclusions. Downtime excludes instances of: Publisher’s acts or omissions, force majeure events, scheduled downtime preannounced via email or within the Product’s account dashboards, hacker or virus attacks, or unavailability of third party services (e.g. Amazon Web Services, Edgecast).

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