Ongoing Support

The Ariba Services Organization provides the tools and services that maximize our customers' investments in Ariba Spend Management. Ariba delivers premier technical support, upgrade, application management and hosting services to ensure the successful adoption of your organization's Ariba Spend Management Solutions.
To achieve 100 percent customer satisfaction, Ariba Customer Services continuously monitors customer satisfaction and maintains regular communication with every customer, as well as holds customer advisory councils and industry user group meetings throughout the year. Ariba leverages its global presence, spend management expertise, and unique domain knowledge of the application technology to effectively support our customers and help them optimize their bottom-line results.

Ariba's comprehensive Service offerings include:

• Technical Support Services
• Empowerment Services
• Upgrade Services
• Application Management Services
• Hosting Services

Ariba Support Services
The goal of Ariba Customer Support Services is to exceed customer expectations through operational excellence resulting in total satisfaction for all of our customers, both buyers and suppliers. We achieve this by increasing user adoption, minimizing downtime, maximizing business benefits, and delivering bottom-line results. Support personnel at Ariba are committed to providing dependable, timely resolution of all customer inquiries regarding our solutions and services. With response centers in North America, Europe and Asia Pacific, Ariba can offer technical support globally, via phone or the Web.

Ariba Technical Support proactively reports vital information on a regular basis about the availability of new product releases and current release patches to our installed customer base. The Ariba Technical Support Web site, https://connect.ariba.com, provides direct access to information about our support services and offers interactive tools for communicating with our solution-specific support professionals.

Additional areas of support include:

• Help Desk Support Service. Provides scalable, follow-the-sun support hours and multi-language customer service representatives who provide instructions on common usability questions
• Dedicated Customer Service. For an additional fee, a customer can be assigned a dedicated representative who delivers priority service
• Premium Supplier Support. Delivers advanced support and issue resolution services for suppliers' technology and production-related issues
• Benchmarking. Periodic benchmarking of key usage statistics and business metrics enables customers to understand their level of spend management effectiveness
• Knowledge Base. Support documentation and answers to frequently asked questions are available on our Web site

Complying with U.S. Export Law
Ariba, Inc., as a U.S. company, complies with U.S. export laws and regulations. Ariba customers and suppliers are likewise required to comply with U.S. export law in regards to their use of Ariba products and services. Helpful information about Ariba's export compliance program can be found here.

Ariba Empowerment Services
For organizations under pressure to improve their bottom line, rapid adoption of new spend management software is critical to achieving more savings, sooner. The Ariba Empowerment Package integrates four distinct application support services-Helpdesk, Site Administration, Event Day Management, and the Sourcing Support Desk-to help organizations transition quickly into the world of online sourcing. Available to companies that use Ariba QuickSource and Ariba Sourcing, the Ariba Empowerment Package delivers the necessary support services to maintain competitive advantage over the long term.

Help Desk Support. A team of product specialists are available to answer your questions-via phone or email-and provide navigation and functionality support to ensure successful utilization of Ariba solutions.

• Global, multilingual, 24x5 support for buyers and suppliers
• Single point of accountability
• Rapid issue resolution
• Experienced resources for fast and complete resolution

Site Administration. This centralized site management service provides rapid execution of tasks including administration of site text and graphics, modification of user roles and permission levels, addition and removal of buyers, and modification of site default settings.

• No need to dedicate internal resources to maintain site/li>
• Enhanced site administration consistency

Event Day Management. This operational support helps buyers execute online sourcing projects such as surrogate bidding, reactive auction monitoring, enforcement of event rules, pausing, extending and resuming events, bidder and bid removal, and messaging management.

• Greater number of smoothly executed projects
• Operational consistency in event administration
• Better project results when market intervention is necessary

Sourcing Support Desk. Experienced Ariba personnel provide advice, guidance, and best practices information to support sourcing projects.

• Optimal project results through use of the most favorable project structure
• Increased competency among users as they learn and reinforce sourcing best practices
• Greater consistency and quality in online sourcing projects

Benefits of the Ariba Empowerment Package

• Ensures that suppliers and buyers make a fast, easy and lasting transition to online sourcing
• Removes the burden of support from your buyers, enabling them to focus on core business issues
• Provides support across multiple time zones and languages-resulting in faster issue resolution
• Increases confidence of suppliers through third-party management of event days
• Offers 24x7 multilingual supplier training
• Increases the number of projects that execute smoothly

Ariba Upgrade Services
Upgrading software is not always a simple task, and Ariba understands the challenges that you face. In an effort to make upgrading to a new release as fast and seamless as possible, Ariba has gone to great lengths to make the technology and upgrade process flexible-allowing you to upgrade in a fashion that makes the most sense for your organization. Most importantly, Ariba is there to assist you in your upgrade effort. Your team can lead the upgrade effort with Ariba's support or, if you prefer, Ariba will guide your team through the entire process. Offering everything from simple diagnostics and assessments in order to help you plan to comprehensive professional services addressing every aspect of your upgrade, Ariba has a stake in your success and will partner with you to ensure your upgrade is an organizational win.


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Ariba Application Management Services
Ariba offers an integrated set of management and support services that enable organizations to focus on their spend management strategy without burdening their resources with supporting and maintaining the technology. Leveraging Ariba domain expertise, these services help accelerate user adoption of Ariba applications, enhance performance, and maximize the availability of our Spend Management Solutions-thereby lowering the total cost of ownership.

Benefits of Ariba Application Management Services:

• Accelerated usability and bottom-line results
• Comprehensive, proactive support that ensures application availability and minimizes down time and performance issues
• Improved productivity through redirecting application support focus to spend management execution

Hosting Services
Ariba administers and maintains the hosting application infrastructure including operating systems, security, firewall access, and the monitoring of script, server and database access and parameters. This service helps customers design and maintain their infrastructure and provides proactive infrastructure enhancements as necessary.