Welcome to the ARCO Group Support Desk

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1 Welcome to the ARCO Group Support Desk To allow us to provide you the best service possible when you have a support need it is very important that you follow these instructions when requesting support. Please share this document with anyone in your organization that will be submitting support tickets. THERE ARE FOUR METHODS FOR REQUESTING SUPPORT to ITSupport@arcogroup.com ARCO Support Tool Customer Portal Phone Call to Support Our preferred method of communication for support requests are , ARCO Support Tool and customer portal. Using these methods tickets are automatically created and forwarded to our dispatcher and then routed to an engineer that will contact you and resolve your issue. Information to include on support requests Description of Issue Detail of what you were doing when issue occurred Screen shots if possible Any errors messages received Contact info Support Ticket Request via In order to create service tickets via send your request to itsupport@arcogroup.com. This address is ONLY for requesting support and not for communicating with the service department. In the Subject line please include a Brief Description of the issue. In the Body of the include the following. Details of the problem, the more details you give us the faster we can resolve your issue. Include any error messages you are receiving If possible attach a screen shot of what you are seeing Contact information so that we can reach out to get more information and to correct the issue. Support Ticket Request via The ARCO Support Tool If the ARCO support tool is installed on your computer you will see a in the bottom right hand corner of your desktop. Right click the and select Create Service Ticket.

2 Fill out the information as if you were sending an . Subject should be a brief description. The Body should contain all details and contact information. Click the attach Screenshot button to send a screenshot with the ticket. Support Ticket Request via The ARCO Customer Portal You now have access to the ARCO Customer Portal, depending on your access level you will be able to create tickets, view ticket status, and run various reports. You can access the portal by going to enter your address and assigned password.

3 Main Menus of Customer Portal Icons: Home: Used to view Open Tickets, Reports, Current Recommendations, Alerts, Statistics, and Knowledge Base search. Tickets: Create new tickets. Or search tickets by status, ticket#, contact name, Priority, Resources or by Site. Knowledge Base: search your account with key words, in order to find specific tickets or recommendations. Reports: Used to run Service Request Trend reports and/or the Executive Management Report. Account: Manage your personal Portal Account. Administrators can manage their entire staff. To create a ticket through the customer portal Select the Create Ticket button in the top right hand corner.

4 When creating a ticket you will see the following screen Step 1: Select the service needed, if there is no service button for your issue select the I have an issue not listed here button Step 2: In the title field enter a brief description of the problem, and then under problem description answer any questions that are prompted or give a detailed description of what the problem is. If this is a request that is not needed for a few days please enter a Due Date. If this is an emergency (Issue affecting multiple users, such as a server down or network outage) check the Emergency box Step 3: Verify all contact information is correct. Step 4: Click Submit

5 Submitting a Support Ticket Request via Phone The ARCO Support number is Option 2. The person answering the call will ask for the following information. Your contact information. Description of the problem. Is this an Emergency? An emergency is an issue affecting multiple users, such as a server down or network outage. The above information will be entered into a ticket and assigned to an engineer, who will then contact you and resolve your issue. It is very important to remember to use the phone number and not to call an engineer directly as they may not be available and which would cause delays in resolving your issue. Following the above options for requesting support will allow our team to support you effectively and efficiently. We look forward to working with you! The ARCO Group