Support

We are committed to providing our customers with the highest-quality technical support. Arbiter's team is a group of highly knowledgeable, experienced support specialists.

Support Hours:

Arbiter Software technical support is available between 9 a.m. to 5 p.m. Central Time Zone (U.S.) Monday to Friday

To open a ticket please contact support directly:

Phone: (651) 493-0814

Email: support@arbitersoftware.com

Service Level Agreements and Description (Subject to regular Arbiter Software business hours)

Priority Level Response Time Details
One: Critical Service Impact 1 Business Hour Issue with ACCE critically affects the primary business service, major application or mission critical system & Arbiter is determined to be at fault.
Two: Significant Service or Implementation Impact 4 Business Hours The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.
Three: Moderate Service Impact 8 Business Hours The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application or system is still functioning. The issue may be temporarily circumvented using an available workaround.
Four: No Service Impact 24 Business Hours Non-critical issues, general questions, enhancement requests or documentation issues.

Covered Not Covered
Feature priority requests Debugging code not written by Arbiter Software
Response to problems or bugs in the software Custom development
Basic help understanding specific features Training
Best Practices advice and implementation assistance Integrating ACCE into other applications