ARC Platform Support
ARC Platform Support Options Available Through ARC
Frequently Asked Questions (FAQs)
Easily submit questions, receive responses, and collaborate directly through your ARC account
Tier 1 Platform Support
ARC Platform account setup and basic administration support
Tier 2 Advanced Platform Support
ARC Advanced account and service optimization support
ARC User Guide
A comprehensive overview of the features and how to use the platform features
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
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
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 Incident Type* |
TIER 2 Incident Type |
|---|---|
| Add/Remove/Update User | Monitoring Configurations |
| Reset User Password | Create/Edit/Troubleshoot User Flows |
| Edit User Meta Information | Authentication Flows |
| Change Account Primary Contact | Domain Scan Log Analysis |
| Active Rules Engines | API Troubleshooting |
| Delete Rules Engines | Custom accessibility standards (Enterprise Tier) |
| Change Default Rules Engines | Ruleset configuration (Enterprise Tier) |
| Change Default Accessibility Standards | ARC Dev Tools Troubleshooting (Enterprise Tier) |
| Change Scan Schedule of User Flow | Secure Analytics Server (Enterprise Tier) |
| Delete a Domain/User Flow/Workspace** | ARC Zapier Integration (Enterprise Tier) |
*Can escalate to Tier 2 as required
**Contact arcsupport@tpgi.com and we will complete it for you for free
Glossary of Terms
User meta information – Profile information excluding email
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!
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.
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
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.