Customer Support
High-quality and high-availability support is central to the continued success of our customers. In recognition of this, Arch clients enjoy access to continuous, proactive and trusted support services. enabling a more agile business. We provide a full range of support options to meet the needs of every customer.
Knowledge Base
We have a very comprehensive online knowledge base that is available to all clients and partners. It includes full product documentation for all Arch software solutions, from pre-installation right through to commissioning and administration.
We release software notes as per SAP’s standard approach, and these can be downloaded from our knowledge base. Upgrade documentation is also included for customers looking to utilise the latest software features.
Support Tracking
All of our customers have access to raise and track support requests via our support management portal. This provides a clear and structured route for customers to report issues, and allows frequent and channelled communication so that problems are resolved as quickly as possible.
Arch is committed to delivering against SAPs standard Service Level Agreement for product support, which aims for a response to priority 1 tickets within 1 hour and resolution within 4 hours.