Last Updated: November 7th, 2024

We are committed to providing excellent support to ensure a smooth and efficient experience for our clients. This Support Policy outlines the principles, procedures, and expectations regarding the support services we offer.

1. Support Channels:
   a. Email Support: You can reach our support team via email at [email protected] . We strive to respond to all emails within 1-2 business days.
   b. Phone Support: Our dedicated support hotline is available during business hours at (916) 898-1945.
   c. In-Person Support: For local clients, in-person support can be scheduled by appointment.
2. Support Hours:
   a. Our standard support hours are Monday to Friday, 9:00 AM to 5:00 PM, PST. Support requests received outside these hours will be addressed on the next business day.
3. Types of Support:
   a. Technical Support: We provide technical assistance for issues related to our accounting and consulting software, platforms, and tools.
   b. Accounting Support: Our team is available to answer questions and provide guidance on accounting principles, practices, and specific accounting-related queries.
   c. Consulting Support: If you have questions or need clarification regarding our consulting services, our support team is ready to assist.
4. Response Time:
   a. We strive to acknowledge and begin addressing your support request within 1-2 business days.
   b. The resolution time for each issue may vary based on complexity, and our support team will keep you informed about the progress.
5. Escalation Procedures:
   a. If you are not satisfied with the initial support provided, you may request to escalate the issue. Escalation procedures and contacts will be provided upon request.
6. Remote Assistance:
   a. With your consent, our support team may use remote access tools to assist in troubleshooting technical issues efficiently.
7. Service Level Agreements (SLAs):
   a. For clients with service level agreements, we will adhere to the agreed-upon response and resolution times outlined in the SLA document.
8. Updates and Communication:
   a. We will keep you informed of the progress of your support request through regular updates.
   b. In the case of system-wide issues or updates, we will communicate relevant information through our website, email, or other designated channels.
9. Feedback and Improvement:
   a. We value your feedback. After each support interaction, you may receive a survey to provide feedback on the support received.
   b. Your feedback helps us continually improve our support services.
10. Support Exclusions:
    a. Our support services do not cover issues arising from third-party software, hardware, or services not directly provided by Aretera Corporation.
11. Contact Information:
    a. For support inquiries, please contact us at [email protected] or (916) 538-1010‬ .

By availing of our support services, you agree to abide by the terms and conditions outlined in this Support Policy. We appreciate your trust in Aretera Corporation and we are committed to providing you with the best possible support experience.

Aretera Corporation
[email protected]
(916) 538-1010