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.
At Areté, 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.
Click here for a full description of Areté's support policy.
The following services are provided with an up-to-date maintenance contract:
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 Software
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 or web-based.
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.
Fixes
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 deficiency.
Calling Areté Customer Solutions
When calling Areté Customer Solutions for product support, please have the following information ready:
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™, Citrix®)
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 day.
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.