Arconics is committed to providing high-quality customer support. The objective of Arconics' customer support is to ensure our customers' experience of Arconics products results in complete customer satisfaction. Arconics offers two primary sources of support: the Arconics Knowledge Base (AKB) and the Arconics Customer Support Center (ACSC).
The Arconics Knowledge Base provides customers with a wealth of information ranging from FAQs and tips on maximizing value from the products to what’s happening in the world of Information Architecture. Through the Arconics Knowledge Base, accessed through the Arconics website, customers can find product information, release updates, training and development material, customer feedback mechanisms, new web blocks and other useful material.
The Arconics Customer Support Center is dedicated to ensuring any incident incurred with our products can be reported, acknowledged, and resolved quickly. The support center is dedicated to registered customers only and is available only through a login.
Arconics offer a choice of three programs of support to our registered customer base:
All new Arconics customers receive a 90-days warranty. The warranty period includes free support.
The Per-Incident Support program is available for each Arconics product. The program enables customers to contact the Arconics Customer Support Center during operational hours, without having a support contract in place. Support is provided both by email and telephone during available hours. Customers simply purchase this support on an as-needed basis via credit card. Follow-up support is not charged for the same incident and no charge is applied until the incident is resolved.
Response Time: 6 business hours from when the incident is received
Availability: Monday through Friday from 9 a.m. to 6 p.m. GMT (excluding Arconics recognized holidays)
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The Multi-Incident Support program is available for each Arconics product. The program enables customers to procure a ‘short term’ support contract, which is limited to a number of incidents rather than to a fixed period. Incident support is purchased in blocks of 10 incidents at a discounted price. Having purchased a multi-incident support program, customers can contact the Arconics customer support center both by email and telephone during available hours. Follow-up support for the same incident is not considered as a new incident and no deduction is applied to the customer account until the incident is resolved.
Response Time: 6 business hours from when the incident is received
Availability: Monday through Friday from 9 a.m. to 6 p.m. GMT (excluding Arconics recognized holidays)
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Silver Support is available for each of the Arconics products and provides you with unlimited telephone and email support for incidents for two specified contacts for either a quarterly or annual period.
Response Time: 6 business hours
Availability: Monday through Friday from 9 a.m. to 6 p.m. GMT (excluding Arconics recognized holidays) Support options may be tailored to meet individual customer's needs, with options such as full 24/7 support and identification of queries as "Code Red," resulting in more rapid turnaround times. Please contact your Arconics account manager for more details.
Should you have a general question regarding Arconics products and services, please contact us.
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