Arrcus Support
Arrcus production support provides customers with exceptional support on a 24x7x365 basis with the goal of minimizing any network impact or downtime through fast resolution of issues. Arrcus includes a limited hardware warranty with all hardware products sold by Arrcus. In addition to the limited warranty, customers can buy Arrcus Care for additional services detailed below.
Arrcus Production Support Summary
Arrcus offers its customers different tiers of service levels that can be purchased based on business needs and the type of product. These are subscription-based offerings and customers should renew their service contracts to continue to have access to Arrcus Care services.
SW only
Unlimited 24x7 TAC access
Online resources
Support portal
Hardware repair/replacement
n/a
RMA service level
n/a
Return-To-Factory: HW + SW
Unlimited 24x7 TAC access
Online resources
Support portal
Hardware repair/replacement
Return to factory
RMA service level
10 business days after the receipt of defective component
Next-Business-Day: HW + SW
Unlimited 24x7 TAC access
Online resources
Support portal
Hardware repair/replacement
Advanced replacement: Next business day
RMA service level
Next business day delivery
Arrcus TAC
Customers will have unlimited access to Arrcus TAC engineers by phone and online. TAC engineers will help diagnose problems, troubleshoot and provide workaround solutions where necessary. To understand the priority levels and case handling guidelines, please refer to the Arrcus TAC User Guide.
24/7 Global Support
Global Coverage 24/7 365 days/year
Follow-the-sun
Support Locations Across the Globe
Online Resources
Customers will have access to all resources on www.arrcus.com including software feature and maintenance releases. These are subject to the terms of the EULA. In addition, customers can access technical documentation such as CLI and feature guides, deployment guides, etc.
Access to Active Software Releases
Complete release notes, configuration guides for each release, and access to virtual machine builds for testing new deployments.
Access to Deployment & Design Guides
Access detailed resources that offer guidance on deployment procedures and design best practices for optimal implementation.
Access to Automation Libraries
Explore ArcAPI, Ansible playbooks, various models, and more to enhance your automation capabilities.
Users will also be able to access
Online Case Management
The customer portal will provide customers with the ability to open new cases, provide updates and provide information relevant to the case in a secure manner.
Knowledge Base (KB)
The KB will serve as a conduit for customers to leverage collective knowledge, and also to share insights obtained from a breadth of experience.
Security Advisories
Provide known security vulnerability issues to help avoid network impact.
Technical Bulletins
Timely notification regarding end of life, end of support, impacting product issues etc
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