Customer Support Services

A two-time, consecutive winner of the ACE Award, the Ariba Customer Support Services Organization provides the tools and services that maximize our customers' investments in Ariba Spend Management.

Support personnel at Ariba are committed to providing dependable, timely resolution of all customer inquiries. With response centers in North America, Europe and Asia Pacific, Ariba offers round-the-clock support globally, via phone, email, or through Ariba’s Connect web portal, recognized as one of “The Ten Best Web Support Sites of 2009” by the Association of Support Professionals.

Technical Support Services: Provides technical support to help diagnose, troubleshoot, and resolve customer reported core-code issues.

End-User Support Services: Provides scalable support and multi-language customer service representatives equipped to address common usability questions via phone or email. Available, 24x5 for buyers and suppliers.

Premium Support Services: For some Ariba clients, a comprehensive customer support program is critical to achieving their Spend Management goals. The Ariba Premium Support Service provides access to highly skilled support personnel in a personalized support relationship.

Your Ariba Premium Support team has intimate knowledge of your infrastructure, business practices, and processes. When an issue arises, your team can quickly provide advice, domain expertise or best practice specific to your unique business needs.

Event-Day Management: A service that helps our customers ensure the smooth execution of their online negotiations. This operational support helps buyers execute online sourcing projects including auction and bidding strategies, event administration and messaging management. Event-Day Management support is available in different languages and times, depending on the country of sourcing event initiation.

Sourcing Support Desk: Ensures optimal results through the most favorable project structure. Ariba's sourcing experts review client projects to provide recommendations for event setup. Use of Ariba's Sourcing Support-Desk increases competency among users as they learn and reinforce best practices. The Sourcing Support-Desk service is available in English from 8 a.m. to 5 p.m. ET, Monday through Friday.

Multiple Language Support: For customers who choose End-User Support, or Event-Day Management, additional language support is available. These services are specific to functional and navigational inquiries. Language support services are available by phone and web form and vary by solution. Languages supported vary by solution and may include Portuguese, French, German, Italian, Spanish, Chinese, Japanese, Russian, Korean, Swedish, and Dutch.

Weekend Support: Many companies require extended support hours for their production operations. Ariba provides the same level of service on weekends. The hours for this support in English are from 8 p.m. Friday to 8 p.m. Sunday, ET, excluding December 25 and January 1 of any calendar year.

Training: Customer training sessions are prerecorded, web based tutorials focusing on tasks required to use the online service successfully. These tutorials are available in English 24 hours a day. Ariba also makes reasonable efforts to provide these tutorials in the other languages supported by the user Interface.

Self-Help Tools: Ariba Customer Support provides an array of helpful tools to maximize the benefits of your Ariba Solution. You can perform an array of tasks 24/7 using Ariba’s Connect portal, including submitting a service request online, accessing Hot Issues, New Features and Support Notes, and downloading the latest software releases and service packs.

Customer Advocacy and Relationship Programs: To achieve 100% customer satisfaction, Ariba Customer Services continuously monitors customer satisfaction and maintains regular communication with every customer, in addition to holding customer advisory councils and industry, user group meetings throughout the year. Ariba leverages its global presence, spend management expertise, and unique domain knowledge to support our customers effectively and help them optimize their bottom-line results.

9r1 Upgrade Support: Our latest and most comprehensive release yet. Click here for everything you need to know to upgrade.

Export Compliance: 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 is available here.