The Aras Premier subscription provides the software and support needed to achieve high availability of the Aras Innovator enterprise applications that the business relies upon. Aras Premier provides companies with the resources and technical expertise necessary to assure quality and reliability for the production environment today and into the future.
|Designated Support Contacts||
Will be assigned FTP and myInnovator.com support portal logins
|Live Hotline / Email Support||Unlimited Incidents|
8am - 6pm (Eastern US time zone) Mon - Fri
1 Business Day: Severity 3 - Normal. Moderate to Low business impact. Refers to everyday faults and general service requests.
6 hours: Severity 2 - Urgent. Moderate to high business impact that applies to a smaller number of users or a degradation rather than complete loss of service.
2 hours: Severity 1 - Critical. High business impact, serious internal end user impact or serious external customer impact.
|Critical Bug Fixes||Unlimited|
(hot fixes / patches)
|Unlimited as required|
Subscriber-Only Service Packs are released approximately every 4-6 weeks
Notification is emailed to the Designated Support Contacts
Unlimited attendance at scheduled classes
Availability on a first-come, first-served basis
Register for classes
Included for all major and minor releases, regardless of customization level
For details see Upgrade FAQ
|Subscriber Only Software||
Active Directory Integration
Replicated Vault Service
Batch Loader Utility
And other tools, utilities and solutions that may be released from time to time as Subscriber Only
|Scope of Coverage||
Single Production System
with unlimited development, test and training instances
Available Enhanced Subscription Services options include:
- Extended support hours up to 7 x 24
- Additional designated support contacts
- Instant messaging access to support personnel
- Multi-instance coverage for enterprise wide deployments
- Live support coverage in most international time zones and languages including Chinese, Korean, Japanese, German, French, Spanish, Hebrew, and Russian.
Contact an Aras Representative for Pricing and Availability.