+44 (0) 345 058 2374 info@arcastream.com

arcastream Support

Your dedicated customer support manager oversees customer support with input from the entire technical team and we strive to provide support that is second to none. Our Group Support Team provides 24/7 support to customers globally.

Contact Support
           support@arcastream.com

+44 (0) 345 056 8622
+1 (959) 777-3236 (USA) 

 

        Helpdesk Portal

Single point of contact

arcastream provide a single point of contact for all support issues – crucial for ‘best of breed’, multi-vendor solutions.

Hardware and software escalation

Hardware and software escalation is performed by arcastream support engineers – we’ll do the chasing on your behalf.

24 hour helpdesk

Our 24 hour helpdesk and multi-vendor awareness takes the complexity away from multiple support contacts.

Consolidation

Consolidate your storage, server and network support requirements into a single contact point.

Online Knowledge Base

Our online knowledge base provides a solution reference manual and articles to assist you with system administration.

Cost Effective

Peace of mind with an annual support contract at lower cost than traditional enterprise solution support.

Unified Services and Support

  • “Disk to application” holistic solution understanding
  • Direct access to knowledgeable expertise – no “briar patch” support
  • Hybrid managed service: regular maintenance tasks such as firmware and upgrades are handled by arcastream support, rather than the customer’s technical staff
  • Alerts generated by the system are proactively investigated and escalated by arcastream support
  • Single point of contact multi-vendor incident management ensures SLA’s and top-quality support experience is delivered

Expert Hybrid Managed Services

arcastream extends your administration team with knowledgeable support providing remote management of arcastream Storage daily operation, maintenance, tuning, optimization, problem determination and resolution – including protocol node, workflow and application integration, ensuring your system runs at peak efficiency.

arcastream Proactive Support

  • 24 x 7 system remote monitoring 
  • Weekly system health-checks 
  • Hardware, firmware, driver upgrades 
  • Upgrades for Spectrum Scale Filesystem, Red Hat Linux OS, and Protocol Node 
  • Proactive notification of bugs/issues for full stack

Additional Support Provided

  • Bi-Annual Solution Performance review 
  • Upgrade planning consultancy for system hardware/ software refresh 
  • Access to arcastream Contextual Training Collateral 
  • Access to arcastream knowledge base 
  • IBM Spectrum Scale storage management policy review, implementation, management 
  • Network topology review and tuning 
  • Annual software upgrade 

arcastream On-Demand Support

  • Support Desk, Phone Helpline, Web Portal, Email 
  • arcastream Levels 1, 2 and 3 Software Support backed up by IBM Spectrum Scale Development 
  • Vendor management, logging, managing support calls
  • Escalation as required 

arcastream Support Flow

  • arcastream assumes responsibility for single point of contact with the customer
  • arcastream manages problem situations for all vendors on behalf of customer
  • arcastream is manager of the problem resolution
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