Product Support

At SolArc, we pride ourselves on providing the highest-value product support in conjunction with the highest-value solutions. Developed around the core principals of education, flexibility and integration, our product support sets us apart from the competition.

 

Education
In addition to solving issues quickly and accurately, we teach customers why issues occur and how to solve them if they recur.

 

Flexibility
By visiting customer locations and remaining involved throughout the implementation, SolArc “account owners” get to know our customers individually. This helps us provide service that suits each customer's needs.

 

Support Integration
All of our technical writers, web developers and technical support specialists work on one team with one goal: customer success.

 

SolArc's product support effort is organized around three primary teams:

 

1. Accounts Team

A designated SolArc "account owner" is assigned to each customer. Each account owner has an excellent technical background and must be an expert in SolArc RightAngle. As your advocate, your account owner uses a great deal of flexibility to customize support resources to your needs while maintaining a high level of quality, responsiveness and expertise.

 

2. Support Technologies Team

These software engineers provide diagnostic and support solutions for RightAngle. In addition this team maintains MySolarc.com, the online Web support for customers.

 

3. Product Knowledge and Documentation Team

Working with our software developers, this team gathers product knowledge and information about upgrades and improvements in functionality to produce all user documentation and online help files released with the application.

           
Personalized Online Support

All of our user and technical documentation is available around the clock at MySolArc.com. MySolArc.com provides customized tools and information to help customers manage SolArc solutions within their own organizations.

 

This valuable resource provides access to the latest information on product documents, best practices articles, news, downloads, a support question base, support call logging and trouble ticket management tools. This information gives our customers a higher level of self-sufficiency and maximum value from their SolArc products.