HELP & SUPPORT
Arrcus Support
Arrcus production support offers 24x7x365 assistance to minimize network impact or downtime and resolve issues quickly. All hardware products include a limited warranty, with optional Arrcus Care for additional services.
Arrcus Production Support Summary
Arrcus offers tiered, subscription-based service levels tailored to business needs and products. Renewals are required to maintain Arrcus Care access.
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
Expert technical assistance available anytime to keep your network performing at its best.
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
Access expert support any time, day or night, all year round.
Follow the Sun
Get uninterrupted help from our worldwide team, wherever you are.
Global Support
Service centers positioned for fast, local assistance.
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.
Active Software Releases
Complete release notes, configuration guides for each release, and access to virtual machine builds for testing new deployments.
Deployment & Design Guides
Access detailed resources that offer guidance on deployment procedures and design best practices for optimal implementation.
Automation Libraries
Explore ArcAPI, Ansible playbooks, various models, and more to enhance your automation capabilities.
More Resources at Your Fingertips
Gain unlimited access to our experienced TAC engineers by phone or online. We help diagnose issues, troubleshoot quickly, and provide effective solutions to ensure uninterrupted operations and long-term reliability.
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.