Here now…

Our dedicated customer support manager overseas customer support with input from the entire technical team and we strive to provide support that is second to none. Our Group Support Team provides 24/7 support customers in 12 countries across three continents.

support@arcastream.com

+44 (0)845 056 8622

How it works

Our customer support team offer the following:

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Single point of contact

ArcaStream provide a single point of contact for all support issues – crucial for ‘best of breed’, multi-vendor solutions.

24 hour helpdesk

Our 24 hour helpdesk and multi-vendor awareness takes the complexity away from multiple support contacts.

Hardware and software escalation

Hardware and software escalation is performed by ArcaStream support engineers – we’ll do the chasing on your behalf.

Online Knowledge Base

Our online knowledge base provides a solution reference manual and knowledge base articles to assist you with system administration

Consolidation

Consolidate your storage, server and network support requirements into a single contact point.

Cost Effective

Peace of mind with an annual support contract at lower cost than traditional enterprise solution support.

Support from the people who designed it

Unlike many competitors, we do not operate a traditional helpdesk. The “ArcaTechs” that deal with support enquiries are the same people that design our solutions, develop our software and deploy our installations. With over 50 years of combined GPFS, Storage and Network infrastructure experience, ArcaStream engineers know both you and  your systems.

Monitoring – the key to prevention

ArcaStream understand the importance of functional, optimally performing IT to your business to troubleshoot issues and interruptions in a quick and efficient way. Our solutions  are also proactively monitored and managed to identify potential problems before they occur, minimising the potential for service losses and interruptions to your organisation.

The benefits

Peace of mind

A Service Level Agreement from ArcaStream gives you the reassurance that your systems are being monitored and maintained with updates and recommendations as standard, safe in the knowledge that if an issue occurs, it will be dealt with professionally and promptly.

Cost effective

An annual support contract with ArcaStream offers a single point of contact for everything you expect as standard at a lower cost than traditional enterprise solution support.

Support options

We offer 3 levels of customer support to suit your specific requirements:

Bronze
The basics
  • 5 Days cover per week
  • 9 Hours cover per day
  • Guaranteed 8 hour response
Silver
Advanced
  • 5 Days cover per week
  • 11 Hours cover per day
  • Guaranteed 4 hour response
Gold
All in
  • 7 Days cover per week
  • 24 Hours cover per day
  • Guaranteed 4 hour response

All support options offer

The following services are included as standard within the annual fee for all support options:

Telephone support

Telephone support to solve all IT related questions and issues.

Unlimited remote support

Depending on Customer’s network configuration, ArcaStream can configure remote access to allow remote control of Customer’s network for a quicker response and fault resolution. Within agreed support hours.

Proactive support

ArcaStream shall actively monitor and send weekly health checks of Customer’s systems; This includes checking server disk space, system failures and firm ware versions.

Software diagnostics

Problem resolution for all applications interacting with the Support Equipment.

Hardware diagnostics

Problem resolution for all Supported Equipment.

Directory & permission diagnostics

Problem resolution for Directory and Permission issues.