1. Ariba Knowledge
Nuggets
Getting the On Demand Support You Need
Customer Technical Customer Care Premium Support
Response Team Resolution Team Team Team
Quality and Excellence Programs Team
Support Operations and Infrastructure Team
Ariba Customer Support helps Ariba’s customers continue to be successful by…
• Providing timely response and resolution to urgent issues and requests
• Proactively sharing knowledge with our customers to enrich their experience with Ariba’s
products
• Ensuring consistent, accurate and professional global service
• Assisting our customers in achieving optimum value from our products
• Developing and sustaining a knowledgeable, passionate, global team that is dedicated to
customer success
• Continuously transforming the Customer Support function to advance Ariba growth
objectives
• Listening to our customers and championing their interests within Ariba to continuously
improve products and services
END USER SUPPORT END USER SUPPORT
What is it? Features
A team of product specialists, available Languages available:
by phone or webform, to answer • English, French, German, Italian, Spanish,
questions and provide navigation and Portuguese, Russian, Japanese and Chinese
functionality support, including Hours:
management of user log-on credentials, • English 24x5, other languages available
to ensure successful use of Ariba’s during normal business hours in local time

2. Event Day Management
What is it?
Operational support to help buyers execute
online sourcing projects including Benefits
surrogate bidding, reactive auction
monitoring, enforcement of event rules, • Available from 8 p.m.
pausing, extending and resuming events, Sunday to 8 p.m.
bidder and bid removal and messaging Friday, Eastern
management Standard Time
• Increase in number of
Features projects that execute
smoothly
Languages, Hours and Delivery: Same as
End User Support • Operational
consistency in event
Hours: English 24x5, other languages
administration
available during normal business hours in
local time • Better project results
when market
intervention is
necessary
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Sourcing Support Desk
What is it?
Advice and guidance provided by
experienced Ariba personnel, who Benefits
leverage their online sourcing expertise to • Available from 8 a.m.
provide buyers with as-needed best through 5 p.m. EST,
practice information to support their Monday through Friday
sourcing projects
• Create optimal project
results by using the
Features most favorable project
structure
Delivery Elements: Sourcing best practice
advice and general project review • Increase competency
among users as they
Languages: Primarily English, but learn and reinforce
additional language support may be sourcing best practices
available
• Gain greater
consistency and quality
in online sourcing
projects
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3. Supplier Training
What is it?
Training on the software that suppliers use to
learn how to effectively participate in online
sourcing projects. Supplier Training
increases supplier confidence and reduces
the risk of project issues or delays Benefits
• Multilingual supplier
training available 24x7
Features
• Trained suppliers are
Languages: English, French, German, more likely to
Italian, Spanish, Portuguese, Russian, participate and bid
Japanese and Chinese aggressively
Hours & Delivery: Available online • Trained suppliers are
anytime less likely to commit
bidding errors that may
A general training session on software cause project delays
navigation, features and functionality
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Technical Support Services
Includes
Resolution of technical issues, including
troubleshooting of defects
For Ariba Sourcing, Analysis, Category
Management and Contract Workbench
issues will normally be escalated from the
End User Support team Benefits
• Available 24x7 for
Severity 1 level issues
Having problems with an Ariba product?
• Available 24x5 for
• try searching the knowledge base by using specific Severity level 2, 3, and
products and versions 4 Issues
• ask colleagues how they solved the problem using
the discussion forum at Knowledge@Ariba
• transfer files to Ariba for analysis using File Sharing
in Support Online section
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4. Notes on Defects:
• Timing of communication depends on complexity of issue and
ability to replicate it.
Ariba Customer Support Process •To get an update on an urgent issue, call Ariba and reference
the SR number.
•To get an update on a non-urgent issue, reply to the 1st email
ALL USERS DESIGNATED and request a status update.
SUPPORT CONTACTS
URGENT and EDM ISSUE
Contact Customer Support via phone Contact Customer
NON-URGENT ISSUE
Contact Customer Support via phone Support via External Contact
or web-form Connect
Email to Contact 1
Tier I Customer
from Tier I:
Support
Escalated to Tier II
“Solve or Escalate”
with SR number
Tier II Customer
Email to Contact 2
from Tier II:
Support
Escalated to Tier III
“Solve or Escalate”
with SR number
Email or Call to 3
Post Deployment Tier III Technical External Contact:
Consulting Support/Engineering Request Processed
/ Notice of Defect
Service Request Severity Levels
Every request received is assigned a service request number.
The request is categorized and prioritized using the following severity level guidelines.
• Severity Level 1 (S1) - All functionality in the software is unavailable, causing critical impact
to business production operations if service is not restored quickly. No workaround is available.
• Severity Level 2 (S2) - Certain functionality in the software is unavailable causing critical
impact to business production operations if service is not restored quickly. No workaround is
available.
• Severity Level 3 (S3) - Software performance is degraded on the production system.
Acceptable workaround is available. Functionality is noticeably impaired but business
operations continue.
• Severity Level 4 (S4) - Customer requires information or assistance on capabilities, or
configuration of the software.

5. What is Ariba Connect?
Ariba’s web portal for Customers to:
Submit and review the status of your Service and
Enhancement Requests
Search Customer Support knowledgebase
Receive up-to-date information on Ariba
applications
Access Knowledge@Ariba for Ariba's best
practices, advanced searches on Ariba products,
join collaborative discussions with other
customers, partners and Ariba employees in
knowledge threads
Do You Know Who Your Company
Designated Support Contact Is?
This person is important to know because they:
Full access to https://connect.ariba.com
Submit and Track Service Requests
Submit and Track Enhancement Requests
Ariba Customer Support’s contact for:
Downtime notifications
Business process clarifications
Approvals for end-user requested changes
Raise awareness to trends with end-user issues

6. Customer Access Levels
The two basic levels of access are Basic and
Designated Support Contact (DSC).
To become a DSC, please send an email requesting to
be a DSC to either Connect_Support@ariba.com.
Basic Connect Access Designated Support Contact Access
(Read Only) (Basic Connect Access plus the following)
product documentation, hot issues,
and FAQ’s able to submit service requests
access to search the knowledgebase able to download software (full product
able to view service requests by release and service packs)
login ID and by your company
able to create/update environments
able to view and submit
enhancement requests
access to Knowledge@ariba
*Designated Support Contact access is provided to a limited number of contacts per your company’s
Technical Support Services (TSS) Agreement with Ariba, Inc. If you have any questions, please contact
supportservices@ariba.com.
Support Online
Users have the ability to:
search our support
knowledgebase for resolutions
to commonly asked questions
submit a Service Request if
they are the Designated
Support Contact
view Service Requests logged
by your login ID
file sharing – ability for users
and Ariba Support to share
files

7. How to Login
Current Users,
Navigate to
https://connect.ariba.com
In the login form, enter your
Connect User ID and Connect
Password.
Click OK.
New users, select “New User” for self
registration
Enter required information
Once the form is filled out, you will
receive an email that the account is
setup. (Usually 2-3 business days)
My Account
My Information
view your service requests,
software download requests,
enhancement requests
My Company’s Information
view your company’s service
requests, software download
requests, enhancement requests
My settings:
user profile – update your contact
information
address book – update your
address information
subscriber preferences – sign up for
email notifications from Ariba
Support regarding specific
applications
My Company’s Settings
profile – update your company’s
information
contacts – view your company’s
registered connect users
environments – update your
company’s environments so Ariba’s
Support can effectively assist you

8. Contacting Ariba Support
Electronic:
“Help” link (top right corner)
Connect site: https://connect.ariba.com
(Designated Support Contacts only)
Phone:
North/South America
• 1 866 218 2155; +1 412 222 6153
Europe/Middle East/Africa
• +44 20 7187 4144
Asia Pacific
• +65 6311 4745
Prompt Options:
Prompt #1 – Urgent assistance; Participating in a live auction event
Prompt #2 – Purchasing, E-forms, Invoicing and Travel & Expense
Prompt #3 – Log in; Password reset
Prompt #4 – All other inquiries