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What support services are provided for archTIS products?

Learn about support coverage, response times and more

Using Support

What Issues are Covered by Support?

Spiron's support department generally handles three types of issues :

  • Break/Fix - Contact Support when your console and or endpoint are behaving in ways that are not expected. I.E. cannot log in to the console, searches are not being distributed, endpoints are not communicating etc. When a ticket is opened with support, please provide a gathered data so that support may assist you in a timely fashion.
  • Defects - Contact Support after it has been confirmed that a setting is configured as per the documentation but the application is not performing as described.  Also, if a replicable bug is identified, Spirion generates an error report, or the operating system reports a crash.  And also, when using Spirion for its intended purpose and it stops responding for a long period of time or unexpectedly closes without generating errors.
  • Incorrect/Missing Documentation - Contact Support when the specific steps as detailed in existing documentation have been followed exactly, but the application is not performing as described.  Additionally, if documentation for a feature or function does not exist, please let us know where the information was expected so that our documentation team may create the necessary content in a location intuitive for our customers.

In the cases above, please open a support ticket and provide as much relevant information as possible, such as the exact configuration and steps performed, including any application log files.  If there is a relevant KB article, please detail what occurred after the documented resolution was attempted so that our support team can provide timely and effective responses.

Support Hours

archTIS Support Analysts are available from 8 am to 6 pm (EST/EDT AEST/AEDT) Monday - Friday, excluding holidays.

Support Response Times

Our Support Analysts are among the fastest in the industry, with approximately 90 percent of tickets responded to within an hour. Generally, you can expect a response from the Support Analysts within 4 business hours.

Premium Support Offerings

Spirion also offers additional Premium Support Offerings if customers need more guided and/or direct access to a Support Analyst. The following is a list of Premium Offerings. Please contact your Customer Success Manager to receive more information about these offerings.