Please note that waivers are issued for matters related to the Arise platform or a Client’s system only.
Personal issues, such as illness, family matters, inclement weather in your area, local power or internet outages, equipment issues or mistakes in servicing incorrect intervals will not be covered by waivers.
It takes Arise 3 days to review and respond to waivers.
Global Presence Solutions or Arise does not pay for incidents caused by personal issues as described above.
Individual waivers may be requested for technical issues diagnosed by Arise Technical Support that prevented the agent from servicing scheduled intervals.
To submit a waiver request, please visit our Arise Partner Support Ticketing Page.
Click on Report an Incident on the left side of the page, then select Waiver Request from the dropdown and complete the required fields
The incident number needed was provided in the email sent by the Arise Technical Support team.
Waivers not requested within 24 hours will not be granted. Please be prepared to provide the technical incident number, as well as the specific dates and times of the intervals for which you request waivers.
Additionally, please note that to ensure CA is not negatively impacted, you will need to open daily waiver requests for issues not resolved within 24 hours.
Also, if you anticipate that your issue will not be resolved quickly, please release any future impacted hours that other companies can pick them up to service.
Only Arise Partner Support will issue universal waivers.