Areté Customer Solutions
The goal of the Customer Solutions
Team is to strategically manage Areté’s relationships
with customers by ensuring that applications are running properly
and the user base has all tools needed to solve business problems
encountered in the field. The Customer Solutions Team manages
customer relationships by supporting application functionality
and providing consulting and training.
we strive to build a creative and constructive partnership
with all of our clients. At the core of this partnership is
proactive product support. Under the standard maintenance
agreement, clients have unlimited access to telephone support
during business hours for problem troubleshooting or restoration
of functionality. After-hours support is available if an extended
support agreement is in place.
Areté will provide support for the Licensed Program
from 9:00 a.m. to 5:00 p.m. EST Monday through Friday, not
including national (US) or major religious holidays. Support
will include review of the technical features of the products,
but not product training per se.
for a full description of Areté's support policy.
The following services are provided with an up-to-date maintenance
Support via Telephone
Our hours of support are from 9:00
am to 5:00 pm EST Monday through Friday, not including national
(US) or major religious holidays. Support will include review
of the technical features of the products, but not product
training per se.
Internet Support via Remote Access
Areté requires that the client
have a valid copy of remote access telecommunication software,
a high-speed modem (56K band or higher) and access to a direct
telephone line or Internet connection at the License Location(s).
Internet support is available during the same hours as telephone
support. The preferred method of connectivity is broadband
Upgrades to New Versions
Areté will periodically release
new versions of the Licensed Modules, which will include any
fixes to deficiencies and any enhancements Areté chooses
to include unilaterally.
Areté will use reasonable diligence
to fix any bugs without additional charge during the time
that this Agreement and any annual renewals are in effect.
A bug is neither a missing feature or enhancement nor a software
When calling Areté Customer Solutions
for product support, please have the following information
- Your Name
- The location (city) and company you are calling from
- The Areté program you are calling about
- How Areté can connect with you for support (pcAnywhere™,
During Regular Business hours, Monday-Friday
9:00 am - 5:00 pm EST
To reach Areté for support during regular business
hours, call (609) 737-1212 and press 2 at the prompt to reach
our customer solutions department.
After hours and on National and Major
Religious U.S. Holidays
To reach Areté for immediate support
for urgent issues after hours or on holidays, call (609) 737-1212
and select option 3. Follow the voice prompts to leave a message
which will page a member of the customer solutions team to
call you back. For faster service, messages left in the General
Support Mailbox should be left in English whenever possible.
Leaving a message in the General Support Mailbox or sending
an email after hours will NOT initiate a
page. These messages will be answered during the next business
Non-urgent support requests can be left
in the General Support Mailbox by selecting option 2 when
calling after hours. These messages are checked upon arrival
in the morning on business days and throughout the work day.