Last Updated 26 Aug, 2021

1. Overview

Our Support Team provides assistance to customers using Red Arc products.  The Support Team will help you understand the capabilities of Your Subscription, including how to navigate your Subscription and answering related questions for core concepts of features and functionality. The Support Team will work diligently to investigate all causes of a reported issue or incident to ensure that it is not caused by an error in the Subscription or our systems. We also provide self-help resources, such as the Knowledgebase. As part of an active Subscription, we will provide the following:

  • Diagnosing and troubleshooting problems, issues or errors within the Subscription, We will use reasonable efforts to correct errors in the Subscription that are attributable to programming in the Subscription. All issues will be handled based on severity.
  • Diagnosing and troubleshooting data errors. We will use reasonable efforts to correct data-related errors that are materially attributable to an error in the Subscription. If data anomalies are not directly due to an Error in the Subscription, additional fees may apply.

2. Support Channels

The following channels are covered by this agreement:

  • Email support
  • Service Desk support

3. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Payment for all subscription services to be current.
  • Reasonable availability of customer representative(s) when resolving a service related incident or request.
  • Providing information pertinent to the troubleshooting and resolution process
  • Communicate with clarity, kindness, and professionalism.

 4. Service Availability

Support hours of operation are as follows:

5. Service Response Time

Within the hours of operation detailed above, we do our best to reply to questions as quickly as possible and you’ll typically hear from us within an hour.

6. Methods of Communication

Red Arc will endeavour to communicate through whichever means are believed to be most effective to resolving any service related issues (including, but not limited to email, phone calls, and video conferencing). 

7. Scope of Responsibility

Red Arc support is responsible for the proper operation of systems and services built by Red Arc. Red Arc is not responsible for the operation of third party systems. For instances involving issues resulting from integration with third parties, Red Arc will endeavour to guide the customer. However, in these instances Red Arc reserves the right to direct the customer to contact the third party’s support system or other means of resolution. 

8. Service Resolution Time

Details below of how the Support Team will respond to incidents according to severity during normal business hours 



Ongoing Response Target


Business interruption

Hourly updates


Part(s) of core functionality unavailable

Daily updates


Some impact on operations but workaround possible   

Every 2 business days


Minor issue, general enquiry, change request etc.

Every 2 business days