Client Guide to Archer Support

Best Practices for Opening a Support Case

Make the most of Support’s Initial Response by observing the following guidelines:

• Know the version of Archer and the Secondary Product (if required).
• Clearly define your question or problem.
• Detail troubleshooting steps already taken.
• Gather and attach any diagnostic artifacts. For example: error messages/logs, screenshots, traces, etc.
• Know the business impact of the problem to determine Severity level:

• Severity 1: Critical – Severe problems preventing performance of critical business functions. Examples: Production down, Production data loss, Production significant performance degradation.
• Severity 2: High – Business functions can be completed, but performance is degraded or limited. Examples:  functionality impaired, non-production is inoperative, Data Feed failing.
• Severity 3: Medium – Business functions are largely unaffected. Examples: encountering a non-critical problem or potential defect not considered extremely urgent.
• Severity 4: Low – Minimal impact. Examples: requests for information.

Case Submission Options

• Case Portal – preferred method as cases are auto-created/routed directly to an available Support Engineer.
• Telephone - case is created/routed manually via transcription of the information provided.
  • +1 913.354.4100 (US)
  • +1 833.354.4100 (US toll free)
  • + 44 113 526 2404 (UK)
  • +61 2.7208.9560 (Australia)
  • +81 3.4236.9020 (Japan)

* Communication Frequency refers to the cadence at which Support will provide status updates for an unresolved case.

Follow the Sun Support

With teams located around the globe, a follow the sun model is employed to maintain continuity of workflow and support.

Personalized Support

A Designated Support Engineer (DSE) provides specialized technical expertise and is personally accountable for ensuring fastest possible remote resolution to questions and problems. Your DSE brings in-depth software expertise to your environment and in addition to an ‘Enhanced’ Entitlement, provides for:

• A single and direct point-of-contact:
• Oversees your technical support initiatives, troubleshoots and resolves problems.
• Provides knowledge transfer to your staff.
• Combines in-depth knowledge of your environment with dedicated product line expertise.
• Provides bi-annual support of weekend upgrades/migrations.
• Review of upcoming Product features.
• Review of your technical environment, projects and applications.
• Monthly reports related to all activities involving problems reported.

 * Please contact your Account Manager for more information concerning the DSE offering.

Product Life Cycle

End of Product Support Information