SaaS Support: We Have You Covered

Deploying Archer SaaS is the most effective way to run a successful ERM and compliance program. It lets you run your program, rather than managing the technical details that just get in the way. Archer SaaS comes with automatic version upgrades, complete infrastructure support, and a 24/7 customer support model.

Every Archer SaaS subscription includes:

• Access to Archer SaaS services for all authorized users
• Secure data storage with automated backups and encryption
• Continuous software updates and system maintenance
• Infrastructure capacity management with scalable cloud resources
• Active monitoring for system performance, availability, and health
• SLA-backed availability guarantees with service credits
• A 24/7 response team and Security Operations Center (SOC)
• Regional disaster recovery with regular testing
• Ongoing compliance auditing and third-party penetration testing

For more on the architectural changes driving scalability, see Continual Performance Improvements in Archer SaaS.

For a live view of our cloud status, see status.archerirm.cloud.

Shared Responsibility Model

With Archer SaaS, you maintain complete control of your GRC program. You own your data, your configurations, your workflows, and your strategy. We handle the behind-the-scenes infrastructure, like the servers, security patches, backups, monitoring, and technical operations. This means your team can focus on what matters most: managing risk and compliance.

This division of responsibilities means you get the flexibility and control you need, with the operational peace of mind that comes from a dedicated SaaS provider.

Below is a table showing the different responsibilities broken out by person.

Operational Commitments

We are dedicated to delivering an exceptional experience. Our service offers unparalleled availability, supported by service credits. We prioritize data security and provide daily backups up to a month, and weekly backups up to a year. Below is a comprehensive list of the key aspects that our clients seek to understand about our service.

Automatic Upgrades

One of the biggest issues for our on-premise customers has keeping up with updates. Delayed updates means you miss out on critical patches, new features, and bug fixes. In Archer SaaS, your instance is always on the latest version, with hot-fixes delivered automatically and rapidly as needed.

Archer SaaS is built on multiple interconnected services. Our team handles all of the upgrades for all components. The main platform receives five upgrades a year, while our services are updated on a more continuous model.

We publish our upgrade schedule at the beginning of the year on the community so your team can plan ahead. We streamline the upgrade process by automatically applying updates to your non-prod environment first, then applying them to production three weeks after.

Have questions about upgrade? Check out more resources below.

→ Read our SaaS Communication FAQ.
→ Check out our 2026 Upgrade Schedule
→ Read our SaaS Release Notes

Enhanced Support

Clients on Archer SaaS feel better supported than on-premise clients. Because we host the infrastructure, our support engineers triage and remediate issues far faster. While we never have access to your data, we have full visibility into the logs and instance configurations behind your environment. That means less back-and-forth and faster resolution.

All SaaS users get enhanced, 24x7 support as soon as they migrate, meaning faster response times and more frequent communications. We also have a special Archer Chatbot just for SaaS users to get quick answers.

→ Read our article Introducing the Archer Chatbot
→ Read about Support and Service on Archer Help Center
→ Check out our Support Overview Page on the Archer Community

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