Support Process

1. Automatic Acknowledgment

You’ll get an automatic acknowledgment that your request has been received and logged.

2. New Service Ticket

A new service ticket is generated with a ticket number that can be used to track your request via the customer portal below.

3. Ticket Processing

Once the ticket has been created we will then process it to evaluate the best department to handle the question or issue.

4. Email Response

You will receive an email directly from the department as they begin working your request, followed by a phone call to discuss.

5. Automatic Updates

The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.

Customer Login

1. Ticket Related Responses

If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.

2. Ticket Un-Related Responses

If you have to notify us of an un-related problem, please create a new email to help@arcustechnology.co.uk and do NOT reply to an existing case or ticket email.

Answer this quick quiz: