Support

Welcome to the Arkeia Software technical support home page. Arkeia Software offers several mechanisms to help you resolve technical issues with Arkeia Software products. Our primary tools are our on-line Product Documentation, our on-line Knowledge Base, and our Technical Support Ticket System which is accessible through our Customer Support Portal.

We use our web-based Technical Support Ticket System to direct each inquiry to the right technical resource, to ensure that no communication is ever misplaced, and to track the promptness of our responses.  If you are a customer and you have already received a username and password for our Customer Support Portal, you can log new technical support cases within the portal. 

If you are a customer but don't have a username and password for the portal (e.g. because you purchased your software through a reseller), you can register your products here.  Evaluators can contact Sales to obtain a username and password for the Customer Support Portal.  As a last resort, to log a new case without credentials, use this page.  

Product Documentation

The first line of defense for technical issues is the product documentation. Arkeia Software prepares, and regularly updates, our on-line wiki-based documentation. Find documentation for your Arkeia Network Backup products here.

User Forum

Arkeia Software’s User Forum allows users to share product insights, as well as tips and tricks for using the software. While the site remains available, we are in the process of re-hosting the content in the User Forums to new infrastructure. Check back after the first half of 2009 for links to the new deployment infrastructure.

Knowledge Base

Arkeia Software’s Knowledge Base contains tens of thousands of entries. Search the Knowledge Base for content provided by both Arkeia Software support engineers and savvy customers. Over 70% of all technical support inquiries can be resolved with information already published to the Arkeia Knowledge Base. All entries are vetted by our technical support engineers.

Technical Support Ticket System

If the documentation and the knowledge base don’t answer your question, please use our Technical Support Ticket System. If you already have a username/password, log into the Customer Support Portal. If you have not already received or have misplaced your credentials, you may log a case here. We'll respond and provide the credentials that you will need to subsequently access the Ticket System to learn the responses from our technical support engineers. The Technical Support Ticket System is only available to customers with active support contracts and to evaluators during their evaluation period.

Contact Support

For technical support assistance, the fastest path is to use our Technical Support Ticket System. If you have a username/password, log in here; if you are a customer or an evaluator and don't yet have a username/password, submit an issue here. The first steps in any support case are always for us to learn the details of your environment and a characterization of the issues you’ve encountered. Typically, this requires submitting documents (e.g. listings of systems information) that are more easily communicated using the Technical Support Ticket System than by telephone.

For communications not related to technical support cases or to learn more about the Technical Support Ticket System, you can send email to our Arkeia Technical Support Managers.