Support Contracts
ARC iT Security offers a support contract for all products within the ARC iT Security product portfolio. These contracts are typically for 12 months and we can arrange for contract consolidation should it be required. Different levels of support are available and vary from telephone support only, through to our Advanced Support Service, which entitles you to a replacement unit service, if required. Renewal of support contracts are also managed through ARC iT Security. We maintain records and notify resellers as and when their customer contracts are due for renewal and including quote templates to assist the renewal process. Advance notice is given 60 days ahead of the renewal date, in addition to any notification sent directly to the customer by the vendor. A support upgrade is also offered and available at the time of renewal. Once a support contract is purchased, ARC iT Security will issue the appropriate Support Certificate.
Advanced Support Services
ARC iT Security is pleased to offer our resellers and their customers two enhanced levels of replacement service, in the unlikely event of a faulty unit being delivered or should the unit become faulty - thereby minimising the potential inconvenience and vulnerability to attacks.
For both services, the unit in question must be deemed faulty by our customer services team, and an RMA (Returned Materials Authorisation) number issued.
Express Exchange
A Priority 4-Hour Response Service from ARC iT Security
ARC iT Securityis pleased to offer our resellers and their customers our Express Exchange Support service, a priority express replacement service, in the unlikely event your unit becomes faulty. As with our Silver Exchange Service, once our technical support team validate that the unit is defective and have issued you with an RMA, a replacement unit will be issued.
Express Exchange is a 4 business hour replacement service (within normal working hours), from the time our RMA is issued. Currently, this service is limited to certain postcode areas. Please use our Postcode Checker to check whether you are within the Express Delivery Area.
For same day delivery, replacement of the unit must be agreed by 14:00. Please note that this service applies to the postcode location where the unit is, which may not necessarily be the reseller or customer’s office.
Currently, this service is available on the WatchGuard products, only.
Silver Exchange
Next Business Day Replacement – pre 10:30 a.m
For any call logged prior to 16:00, with an RMA issued by our Customer Services team, ARC iT Securitywill send you a replacement unit to arrive the next business day. This pre-10:30 a.m service applies to any customer based in the UK, dependant upon destination. Should our carrier service not be able to guarantee pre-10:30, ARC iT Securitywill endeavour to replace units in remote locations with high priority despatch for the next working day. Best endeavours will apply to any other destination.
This service is available on the WatchGuard, Finjan, Allot, Barracuda and NetASQ product range.
Call ARC iT Security on 0844 884 8477 for pricing.
Health Checks
For customers wishing to renew an expired advanced support service contract, or upgrade to the advanced support service, or for those that wish to purchase a new contract for a unit not originally sourced through ARC iT Security, a chargeable Health Check is required.
Please call the services and maintenance team at ARC iT Security to discuss this further: 0844 .