AARO Support guides you as a customer within AARO’s service organisation. We offer round-the-clock case management, online product support, live chat and more, at three levels of SLA.
Service Level Agreement levels (SLA)
We provide three levels of Service Level Agreements (SLA) – Basic, Standard and Premium. The Basic SLA is included in the AARO maintenance fee/AARO SaaS fee.
For you with higher demands and with strict deadlines, the Standard or Premium SLA is preferable. You get our fully attention with shorter response time on medium and high priority cases. And in case a severe issue occurs when using our products, which might prevent your team from closing their books, we provide a guaranteed resolution time.
With Premium SLA you get access to support 24/7; a flexible solution for global groups with subsidiaries in different time zones. The Premium SLA also gives you access to experienced specialists with application, closing or technical competence, who can assist and guide you in ad-hoc or urgent accounting issues.
AARO Service Center – online product support
AARO Support provide round-the-clock online product support via our support portal AARO Service Center, and a live chat platform.
You send your requests for support to AARO Service Center and can follow their status there.
A single point of contact for each request – your Case Manager
Your request for support will be managed by a Case Manager, whose task is to provide you with a solution. Each Case Manager is responsible for your support request throughout the process until it has been resolved. Having a single contact person ensures a smoother process and clearer dialogue.
Via AARO Service Center, you are also able to:
- access our vast knowledge base for self-service
- contact your account manager.
- make an appointment with a consultant.
- book an upgrade.
- ask about, or book, a course.
- give us feedback.