ARM was designed to be easy to use and intuitive to learn, but there are always times when you'll have questions as you're getting started with a new tool. When that happens, we're here to help.
If you get stuck, the quickest first step is to look for information in our Help Center. We've got a range of documentation on ARM and its features, knowledge bytes, best practices, and frequently asked questions (FAQs).
Hours of operation and communication channels
Contacting the ARM Support team
We offer various methods for requesting assistance or reporting issues:
- Customer Support: Click HERE to log a ticket with us. We'll respond based on the priority of your request, as identified when submitted. Once we receive the request, our team may contact you if our support agents require additional information.
- Email Support
- Email us: email@example.com
- General Comments and Feedback: Please get in touch with your CSM (Customer Success Manager) or write to firstname.lastname@example.org if you are unaware of who your CSM is.
- Sales: email@example.com
- Call Support:
+ 1 925 500 1004 (24/7)
- Chat with Us: AutoRABIT offers support for product-related queries. You can even choose to connect with our live chat agent.
General response and resolution times
|Priority Response Times|
|Low Priority||Next business day|
|Medium Priority||Within 3 hours|
|High Priority||Within 2 hours|
|Critical Priority||Within 1 hour|
Tips for working with Support
Tell us how to work with you
Let us know in your messages (when raising support requests) how you'd like us to communicate with you, and we'll do our best to accommodate your request. We can schedule virtual calls with you and offer screen sharing to aid in our troubleshooting. If you're working with us via email and prefer a call, ask us, and we'll get one set up for you.
Reporting multiple issues
Generally, we prefer separate issues to be reported via separate conversations. This allows different team members to work on these issues simultaneously to resolve them sooner. If you find you are working on a larger project with multiple issues, let us know — we'll do our best to route these to the same Support Engineer to help address your concerns.
We encourage each of our customers to access Academy / Help Center regularly as we continue to refine and expand the training and help materials available there. If you need additional training on parts of the platform, you can arrange it through your Customer Success Manager. We are happy to work with you to identify how we can help you better utilize the platform.