Archer Support
Find answers, submit a request, and connect with our support team.
Client guide to archer support
Best practices for opening a support request
Make the most of Support’s initial responses by following these 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.
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Severity 1: Critical – Severe problems preventing performance of critical business functions. Examples: Production down, Production data loss, Production significant performance degradation.
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Severity 2: High – Business functions can be completed, but performance is degraded or limited. Examples: functionality impaired, non-production is inoperative, Data Feed failing.
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Severity 3: Medium – Business functions are largely unaffected. Examples: encountering a non-critical problem or potential defect not considered extremely urgent.
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Severity 4: Low – Minimal impact. Examples: requests for information.
Request Portal
Preferred method as requests are auto-created/routed directly to an available Support Engineer.
Telephone
Request is created/routed manually via transcription of the information provided.
US: +1 913 354 4100
US toll free: +1 833 354 4100
UK: +44 113 526 2404
Australia: +61 2 7208 9560
Japan: +81 3 4236 9020
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.