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Copyright © 2014 Arrive Systems, Inc. All rights reserved.
Arrive CarePoint Foundation Software Support Services
Support Coverage and Additional Resources
Customers are our top priority and the lifeline of our organization. We consistently operate with our customers’ best
interests in mind and offer professional assistance - through online self-service options, world-class phone support, and a
network of business partners, certified consultants, and authorized training centers.
ARRIVE Support and Services teams deliver an innovative advisory approach to help ARRIVE customers better utilize and
derive more value from ARRIVE solutions. In addition to answering questions and resolving technical concerns, ARRIVE
proactively offers valuable advice on using ARRIVE solutions to their fullest potential- helping customers realize a higher
return on investment by:
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Gaining greater insight into business activities.
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Operating business more effectively by maximizing the capabilities of ARRIVE solutions to improve business
processes.
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Improving business efficiency by leveraging ARRIVE solutions to reduce the time, resources, effort, and cost of
operations.
Arrive CarePoint provides customers with access to a variety of valuable services, such as:
•
Optimizing the effectiveness and efficiency of ARRIVE solutions to achieve business results.
•
Troubleshooting or resolving technical and non-technical issues that may be encountered during ARRIVE software
installation or use.
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Identifying and recommending where additional product training would be of value.
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Determining the need and referring appropriate resource(s) to assist with non-Arrive issues.
The first year of Software Support and Maintenance is required with your initial purchase. Subsequent years of Support and
Maintenance may be renewed yearly. Customers who have not purchased or do not have a current support CarePoint plan in
.
place will not be able receive the full benefits of Arrive’s CarePoint support and maintenance services
With up to date Software Maintenance coverage you will receive personal, written (email) or verbal (by phone) answers to
all technical questions. Responses to most inquiries are usually received in the same business day, often within minutes to
an hour of receipt. Answers come directly from an experienced ARRIVE technical support specialist, involving members of
our software development team whenever necessary. Support inquiries may include requests for help with any aspect of the
software’s implementation: installation, configuration, testing, troubleshooting. You may also request help to meet unique
.
requirements, specific to your own implementation
When new versions become available, software upgrades are free to all customers with current CarePoint Foundation
Maintenance coverage. Customers with current maintenance coverage may purchase additional software and device licenses
without having to repurchase the original installation.
Through ongoing interaction with end users, our software is always improving and enhancing it’s functionality. If existing
functionality does not meet your requirements, you may make a request for enhancements or feature upgrades. ARRIVE
Technical Support will work directly with you and our Development team to understand your requirement and determine if
an enhancement can be made available. Whenever possible, requested feature enhancements are developed and released
as part of the continuous improvement plan phased out releases and you can be assured that new features will be available
in the next released version.
Technical Support is available in two time zones - PST Monday - Friday, 9:00am - 5:00pm (excluding some holidays) and
GMT+4.00 Sunday - Thursday, 9:00 am - 5:00 pm. Please allow up to 24 hours for response, though most inquiries are
responded to same business day and often within minutes of receipt.
To make a technical support request, please contact ARRIVE Technical Support (
).
Additional Resources
Our goal is to ensure that our customers receive exceptional service from the best resource available to answer questions
quickly and accurately. We work to resolve our customers’ product-specific questions and concerns however, when
customers are experiencing issues outside the scope of ARRIVE products, we will refer customers to the appropriate
resource who is best equipped to assist with those issues. These resources may be the customer’s internal personnel, an
ARRIVE-authorized business partner, a certified consultant, or a third-party provider. ARRIVE Professional Services and
ARRIVE Academy teams also offer a wide variety of services.