Support
Remote Technical Support
Arcfra's technical support team is driven by the core value of customer obsession. We provide agile and rapid online technical support for your configuration needs, troubleshooting, performance optimization, and feedback requirements during the use of Arcfra products. Our goal is to ensure your excellent product experience and business continuity.
Contact Support
You can seek technical support through the following methods:
Customer Service Phone
+65 3158 1132
WhatsApp Business
+1-346-4941090
Email
support@arcfra.com
For urgent post-sales technical issues, it is recommended to submit the issue through the Customer Service Phone.
Support Scope
Consultation on Product Usage
Assist customers in understanding the system's functionality and configuration methods, and provide reference documentation to enable them to independently manage it in the future.
Issue Resolution
Assist customers with technical problem diagnosis, troubleshooting, and resolution, including service recovery and bug remediation.
Security Issue Remediation
Assist customers with enhancing product security. For example, during security compliance reviews or vulnerability scans, assist users in fixing security defects and vulnerabilities.
Requirement Submission
Assist customers in submitting product demands, collaborate with the internal product team to ensure alignment, and, if incorporated into the product roadmap, track feature progress and provide feedback to customers.
Severity Levels & SLA
| Priority | Description | Production Response SLA | Mission Critical Response SLA |
|---|---|---|---|
Priority 1 Critical | Critical: The system is halted out of service, leading to critical business downtime. All data corruption, data loss and data unavailability issues are assigned this priority level. | Within 30 minutes 24 hours/day 7 days/week | Within 30 minutes 24 hours/day 7 days/week |
Priority 2 Major | Major: The system is available, but issues cause major inconvenience which has a direct impact on productivity, e.g., performance fluctuation and unexplained high CPU utilization causing random lagging. | Within 4 hours 24 hours/day 7 days/week | Within 2 hours 24 hours/day 7 days/week |
Priority 3 Minor | Minor: The system is experiencing occasional issues which cause minor inconvenience and has not greatly affected productivity, e.g., alerts in unhealthy status. | Within 8 hours 24 hours/day 7 days/week | Within 4 hours 24 hours/day 7 days/week |
Priority 4 Cosmetic | Cosmetic: General questions and cosmetic issues are inquired, e.g., inquiries regarding a routine technical issue and requests on software module configuration. | Within 3 business days 10 hours/day 5 days/week | Within 2 business days 10 hours/day 5 days/week |