ARC Platform Support Options Available Through ARC

Frequently Asked Questions (FAQs)

Easily submit questions, receive responses, and collaborate directly through your ARC account

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Tier 1 Platform Support

ARC Platform account setup and basic administration support

Tier 1 Support Details

Tier 2 Advanced Platform Support

ARC Advanced account and service optimization support

Tier 2 Support Details

ARC User Guide

A comprehensive overview of the features and how to use the platform features

ARC User Guide

Tier 1 tickets ease and accelerate adoption of the platform by a new client

Tier 1 Platform Support

New clients on the ARC platform frequently have general questions about the platform, how-to questions specifically about their account or, they would like to make a change but are not comfortable enough to do it themselves.

  • 100% of the accessibility effort and budget can focus on risk mitigation
  • No disruptions of time lost on managing a tool
  • Staff promotions or turnover do not result in needing to train another ARC Admin

Request a Tier 1 Support Agreement

Tier 2 Advanced Platform Support

Some platform support requests will require more advanced analysis and configuration beyond the capabilities available to our Platform Administration role or even our Tier 1 support team. To support these requests a Tier 2 Advanced Platform Support contract will ensure your needs can be quickly resolved.

  • Maximize ARC investment through configuration optimization
  • Historical data preservation
  • Advanced Domain scan analysis and issue resolution
  • User Flow configuration support and issue resolution

Request a Tier 2 Support Agreement

illustration depicting TPGi's accessibility support platform

ARC Platform Support Incident Types

For all your ARC support needs. Note that all Tier 1 tasks can be performed by ARC users; each of these tasks is linked to an article in our ARC User Guide KnowledgeBase inside the platform (you’ll need an ARC account to access). Please contact us for pricing for Tier 2 tasks.

Tier 1: Self-service tasks or ARC Support Subscription

Tier 2: ARC Support Subscription

Add User (opens in new tab)Optimize/Troubleshoot/Edit Monitoring Advanced Configurations
Request Reset of User Password (opens in new tab)Monitor Scan Crawl Exceptions
Delete User (opens in new tab)Transfer Domain/Scan Data, One ARC account to Another
Edit User Meta Information (opens in new tab)Modifying URL Changes
Change Account Primary Contact (opens in new tab)Create/Edit/Troubleshoot User Flows
Edit Monitoring Basic Configurations (opens in new tab)Developing Custom Data Reports
Enable/Disable Rules Engines (opens in new tab)General ARC Troubleshooting
Change Default Rules Engine (opens in new tab)
Change Default Accessibility Standards (opens in new tab)
Change Domain Scan Schedule (opens in new tab)
Edit Domain Monitoring Advanced Configurations* (opens in new tab)
Add/Remove Documents in Document Library (opens in new tab)
Construct Authentication Flows* (opens in new tab)
Provide Selenium Helper Files For User Flow Import**
Configure User Login Provider for SSO**

*Can escalate to Tier 2 as required
**Contact arcsupport@tpgi.com and we will complete it for you for free

Glossary of Terms

Selenium – Selenium provides a single interface that lets you write test scripts in programming languages like Ruby, Java, NodeJS, PHP, Perl, Python, and C#, among others. Then you can automate the script execution so you don’t have to manually run through your user flows over and over to find errors.

User meta information – Profile information excluding email

Scan crawl exception – URLs that will not be scanned by ARC

image of the ARC User Guide

ARC User Guide & Self-help Resources

Before you send a ticket for a platform use question, check out our User Guide. You just may find what you’re looking for without having to wait for a response!

Log in to Review ARC User Guide

Get the most value out of ARC with the least ramp-up time required.

Fast and efficient answers to all of your questions, all in a centralized management portal.

Talk to sales to get started

With ARC Platform Support, you know you’re getting the best possible accessibility support

Unparalleled Expertise

The TPGi engineers answering your questions are some of the top experts in the industry

Fast Turnaround

Expect an answer within 24 hours. Many tickets receive responses within minutes.

Centralized Access

Location in ARC allows you to stay organized and lowers the chance of queries slipping through the cracks

ARC Platform Frequently Asked Questions

You can create a free account without any contracts and only pay for the usage you need. Stop at any time without any additional fees.

Our powerful User Flow capability enables you to scan interactive applications by leveraging recorded Selenium scripts. Test a full page or a single component on a page.

Log into your ARC account to submit a HelpDesk ticket for remediation support. If you do not have a HelpDesk contract, please contact us.

Simple Usage-Based Pricing Combined with Seat Access to ARC Resources and Content Libraries

Free Tier

1 User $0/month

  • Free Monthly Accessibility Scans (5 pages per domain)
  • Administrative Console
  • Workspaces with Dashboards
  • Accessibility Monitoring at 5¢ per API call (with Service Plan)
  • ARC API at 5¢ per call (with Service Plan)
  • JAWS Connect (Available with Domain Monitoring)
Sign Up For Free

Essentials Tier

Multi-User $29/month/seat

Most Popular
  • Everything in Free Tier, plus:
  • Contextual Knowledgbase
  • Unlimited Knowledgebase Modules
  • Unlimited Tutor Modules
  • Multi-User Support
  • JAWS Connect (Available with Domain Monitoring)
Get Started

Enterprise Tier

Multi-User $59/month/seat (Annual Contract with Min Seats Required)

  • Everything in Essentials, plus:
  • Configurable Rulesets
  • Zapier Integrations
  • Account Linking
  • Enterprise Reporting
  • Flexible Payment Options
  • JAWS Connect (Available with Domain Monitoring)
Contact Us