Who is ARCAD’s technical support team?
ARCAD’s technical support team consists of dedicated technical support specialists who strive to provide friendly, timely, and accurate technical support service to our customers via telephone and/or email. What is the mission of ARCAD’s technical support team?
The ARCAD technical support team strives to offer friendly, informative service to resolve customer issues accurately and promptly. The technical support team acknowledges that each customer has unique needs, and meeting their expectations is vital to our success. TECHNICAL SUPPORT SERVICE AVAILABILITY What hours can I receive technical support?
ARCAD, Inc. provides customer technical support:
• For North America and LATAM, from 9h00 to 18h00 Eastern Time five days a week.
• For EMEA, from 8h00 GMT+2 to 19h00 GMT+2 five days a week.
• For Asia/Pacific, from 8h00 GMT+9 to 19h00 GMT+9 five days a week. Technical support services are NOT provided on the following holidays:
New Year's Day, Labor Day (May 1st), and Christmas Day.
Can I contact technical support outside of normal business hours?
Yes. During the weekday evening hours of 18h00 to 20h00 CET or during the weekend from 9h00 to 20h00 CET, you can call our EMEA technical support line and leave a voice message with your name, description of the problem, and a phone number where we can contact you. This will trigger a beeper, and a member of the technical support team will return your call within 30 minutes or less.
This service is subject to additional charges. Please contact the Customer Service Manager for more information.
Keep in mind that answers to several questions can be found in the FAQ on our Customer Support Site: http://customer.arcadsoftware.com/prod/. CONTACTING TECHNICAL SUPPORT How can I contact technical support with a problem or question?
Technical support can be contacted:
• via telephone
US and Canada - 800-676-4709
EMEA - +33 450-57-28-00
Asia/Pacific - +65 6232 2871
• via an email to
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• via our Customer Support Site: http://customer.arcadsoftware.com/prod/
Log on and enter a request online.
How do I enter a request on the Customer Support Site?
When you enter a request on http://customer.arcadsoftware.com/prod/, an email is automatically sent to
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. All emails are answered in the order in which they are received. From the Customer Support Site, you can view previously entered requests to track status or add information.
What is the benefit of entering a Support Request from the Customer Support Site versus calling technical support?
First, you will have the ability to view the progress of your Support Request at any given time. Second, you can attach joblogs or screen prints directly to the Support Request that will assist us in helping you resolve the issue more quickly. Third, if you have information to add, you can simply click on the icon next to the Support Request and add comments. When you add comments to an existing Support Request, a member of the technical support team is automatically notified via email.
How does phone support work?
You place a call to our main number, depending on the region to which you belong. Your call will be placed into an Automated Call Distribution (ACD) queue where your call will be answered by a technical support team member. Phone support should be used for high priority issues. This will ensure the best response time possible. To track your call, you can ask for the Support Request number. Any time you phone regarding an existing request, you can refer to this request number.
How does email support work?
You send an email to:
•
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for North America and LATAM
•
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for EMEA
•
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for Asia/Pacific
Emails are processed in the order in which they are received. All email information is inserted into a Support Request and assigned a Support Request number. One of ARCAD’s technical support team members will respond to your Support Request, and you will receive an answer via email.
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