Arc Fusion edition of Skyrin’s published platform documents. Original effective dates and service-specific provisions are retained; any separately executed agreement continues to govern the services it covers.
Scope Skyrin's free support offering is available only for the technologies supported by the Arc Fusion Platform, and is limited to the following: Configuration Issues Best practices for configuration of supported application dependencies General questions about supported software packages Troubleshooting Identifying problems preventing access to or running on the Arc Fusion Platform Providing workarounds or resolutions for known problems Answering general how-to questions, and providing pointers to documentation Troubleshooting supported software packages showing erratic or faulty behavior on the Arc Fusion Platform, independent of the user's application code Skyrin's technical support services do not extend to the following areas (Not Covered): General debugging of Applications Rewriting application code for compatibility with Arc Fusion Modifying and/or patching third party or Open Source software packages for compatibility with Arc Fusion Skyrin offers a paid consulting services program in addition to its active consulting partner program. If you need help choosing a partner, please get in touch with our sales team. Who can contact support? Limited free technical support is available to all registered users of Arc Fusion. Support requests will only be processed if: The request is made through one of our official support channels (see section 3) The request originates from a registered Account email address The requester has access to the specific Arc Fusion Services pertaining to the request Support Channels Free technical support is available exclusively through email by emailing support@arcdynamic.com. Please include customer name, services in question and detailed instructions of how to reproduce the issue, including video or screenshots. Enhanced Technical Support is available via our ticketing system for Registered Arc Fusion users who can submit tickets and view history on previously opened tickets. Account access issues: If you are unable to log in or access your account, you may call us or submit a ticket by sending an e-mail from your Account email address to support@Arc Fusion.com. Please include a phone number you can be reached at as account information is not provided via email or our ticketing system. Unofficial Channels Arc Fusion support staff will only respond to support requests received through the official channels listed above. Hours Arc Fusion Support offers coverage from 9am - 5pm Pacific Standard Time, Monday - Friday, excluding US Holidays. Support inquiries may be submitted at any time. Skyrin will use commercially reasonable efforts to respond to all support inquiries but Skyrin does not guarantee that all problems will or can be resolved. Upgraded support options are available; please refer to Section 7 Upgraded Support. The Arc Fusion Platform itself is monitored 24×7. See Section 6, Proactive Monitoring for more details. Proactive Monitoring The Arc Fusion Platform is monitored 24×7 by comprehensive automated systems. In the event of any issue affecting the health and operation of Arc Fusion infrastructure, core systems, or tools, our dedicated operations team is notified and will respond immediately to diagnose and correct any issues. This 24×7 monitoring covers the entire Arc Fusion platform, benefitting all Arc Fusion users - at no charge. In the event of an Arc Fusion Platform issue, a notice will be emailed to the Account email. If there's an ongoing platform issue, you do not need to submit a support ticket. Instead, you will be kept up-to-date with the latest progress and information via email. Upgrading Support Please email sales@arcdynamic.com or contact your sales representative to find out about our various Support options.ARC FUSION · SKYRIN TECHNOLOGIES, INC.
Technical Support Policy
Policies and information for the Arc Fusion platform.