Use of the Arch Support Site is free of charge.
Through the support site, Arch customers can search the Product Wikis and existing Support Notes to find solutions for issues and requirements.
Customers can also raise support requests (‘Cases’) to the Arch Support Team, either by adding a case manually through the support website, or sending an email to support@arch-global.com.
Provision of consulting support, including analysis of any issue reported by the customer, is a billable service. No charge will be made only when an issue’s root cause is determined to be a product bug.
The support service is invoiced on an hourly basis and charged at £150* per hour (or part-hour), unless an alternative rate has been agreed.
Invoices will be raised on completion of the support request, or at the end of the calendar month. VAT will be added as appropriate.
By raising a support request, the customer agrees to being billed for the service, and should ensure that a purchase order is raised if this is needed.