Support Overview

ARC Telecoms employs a model of vendor neutrality and network independence.

This means that we source technology from multiple providers, and connect customers using the best and most suitable network links available. We not only offer a range of solutions from both well respected vendors and up-and-coming innovators, but also add value by becoming your single point of contact for all your telecom requirements. You get the best technology available; we take away the headache of dealing with various providers directly.

Delivery of service, ease of implementation and efficient management of your account on an ongoing basis is fundamental to our support philosophy. Once approved, your account is given to a dedicated project management team who will handle your entire installation. Once installed you receive two great support advantages: a helpdesk that understands the SME business environment and a dedicated account manager if you need advice or to escalate an issue. We aim to ensure your entire ARC experience is fully supported and managed at every level.

ARC Telecoms Support Services offers:

  • Support by product: We offer product specific, first-line support across the entire suite of products and services
  • Tiered support: This means you are aware of what resolution times you can expect based on what products and services make up your solution.
  • Dedicated contacts: Each company is assigned a dedicated account manager and has access to the business support helpdesk
  • SLA guaranteed turnaround times: Resolution times on queries are backed by product specific Service Level Agreements, guaranteeing a faster resolution based on the agreements in place
  • Regular updates on resolution: We will keep you informed of the status of your query