There are a variety of methods for you to request and receive help from our support team during our open office hours (Monday thru Friday, 5 AM - 5 PM Pacific Time). These methods currently include using our web form, email, chat, and phone which are detailed below to maximize your support experience. Web forms and emails let you provide screenshots/attachments and let you reply at your convenience. Chats and phone calls are best used for quick back-and-forth dialog between you and the support agent. We suggest reserving phone calls for emergencies or work stoppages and using web forms or emails for general questions and less urgent issues.

If you are not the administrator for your Arcoro module, we recommend you contact your administrator for help first as they may be able to provide an immediate answer.

Table of Contents

• Using Existing Resources
• Submitting a Support Request
  • By Web Form
  • By Email
  • By Chatting with an Agent
  • By Phone

Using Existing Resources

Before requesting support, we recommend searching through "Support Central" for immediate answers from our existing resources. We offer a variety of resources to assist you with the basic setup, how-tos, information, and troubleshooting articles. You can search through "Support Central" by clicking the magnifying glass towards the top of the page or from the search bar on the Support Central Homepage. 

When searching through "Support Central", it can help to refine your search terms to be short and simple. For example, searching for "My supervisor is not able to see other employees when he is using ExakTime Mobile, but I can see them just fine" can result in non-relevant resources as it is searching for all of the words. Searching for "My supervisor cannot see other employees" can help refine your results to what you need. In some situations, less is more.

Requesting Support

When requesting support with any of the methods listed below, it is important to have all the necessary information and affected devices readily available for a smooth experience. If you are unsure of what to provide, you can refer to the "Tips to Receive Effective Tech Support" article.

By Web Form

The web form on "Support Central" lets you provide information to our support team to answer any questions or troubleshoot any issues you encounter. To submit a web form, you must log in to your Arcoro module and navigate to the "Support Central" page as your "Support Central" login is based on your Arcoro login. This allows us to track your support requests and lets you review any past requests. If you are not logged in, you will be redirected to articles indicating that you must first be signed in to your Arcoro module and what to do.

If you are unsure how to access Support Central from an Arcoro Module, expand the appropriate module below for more information.

Click "Request Support" from the top bar or "Contact Us" from the homepage.

After clicking the "Request Support" or "Contact Us" link, you will see the web form like below to complete:

On the "Submit a request" page, you will select/enter:

• CC - Include any additional people that should be involved with your support request.
• Organization - The organization you are associated with in our support tracking system. It is typically the name of your company/account. If you are associated with multiple organizations, please select the appropriate one that the support request is for. This field may not be available depending on your company/account. 
• What is this contact about? - The module/product you are requesting support for.
• Please provide a brief summary of why you are contacting support - Enter a short and concise subject of your support request that our support team will initially see (e.g. Unable to Export from AccountLinx, Trouble with Onboarding a new employee, etc.).
• Company Name - The name of your company.
• What is your question or issue? - A detailed description of your support request. Where the subject is short and concise, the description should be detailed so our support team can be better informed of the issue, what has been done, what you are expecting, etc. so they can better assist you.
  • If your description lacks detail, it will require the support team to request more information which can delay us in providing you with an adequate resolution.

  • For example, "I am having trouble exporting from AccountLinx for Foundation. When I try to export, it looks like it completes the export, but at the very end it gives me an error that #xD83D is grammatically unexpected" is more informative than "I can't export from AccountLinx. Need help."

• Affected Employee - An optional field to list the affected employee you are contacting us about. This can help limit any back-and-forth clarification. If all of your employees are affected, please provide one or two good examples for us to investigate. 
• Next Payroll Due - An optional field to indicate your next payroll if you are experiencing an issue that affects your payroll. This does not guarantee a resolution before your payroll deadline but can inform us of the urgency.
• Attachments - An optional field to provide attachments. This is best used for items related to your support request (e.g. Unable to import a CSV/Spreadsheet, etc.) or screenshots.
  • For assistance with capturing a usable screenshot, you can refer to the following article: How to Capture Effective Screenshots

Click Submit when finished.

By Email

Email support@arcoro.com so our support team can assist you. When sending the email, it is important to include as much information as possible to ensure a timely response such as, but not limited to:

• Your Name - Include your name so we can properly address you if multiple people from your organization have the same name or if you use a shared office email.
• Company/Organization - If you oversee multiple companies using Arcoro modules, clarify the company/organization you need help with.
• Arcoro Module - Specifying the Arcoro module(s) that you need assistance with can help us in the event of shared terminology, such as reporting or time off tracking.
• Issue - Explain the issue or help you need and what led to the issue with as much detail as possible for our team to better understand how you should be assisted.
• When did the Issue Begin? - If this is a recent issue, please clarify when it was working without issue so we can establish a timeline and see if it lines up with any other events.
• Troubleshooting Attempts - Elaborate any troubleshooting you have attempted to eliminate any double work we may ask of you.
• Affected Employees - List the affected employees to help us investigate your request and limit any back-and-forth clarification. If all of your employees are affected, please provide one or two good examples for us to investigate. 
• Previous Occurrences - If the issue has occurred in the past, please specify so we can review any past support tickets you may already have with us. It can also help to provide the ticket number of your issue so we can review it directly. 
• Time Sensitive - Let us know if the issue affects any time-sensitive events, such as payroll, or results in a work stoppage. While this may not guarantee a resolution before the deadline, it can help us understand your urgency.

You can refer to the "Tips to Receive Effective Tech Support" article for more suggestions on what information to provide.

By Chatting with an Agent

You can chat with an available agent of our Support team during our open office hours (Monday thru Friday, 5 AM - 5 PM Pacific Time) after using our automated support system. The "Chat" button is only available if you log in to your Arcoro module and navigate to the "Support Central" page as your "Support Central" login is based on your Arcoro login. This allows us to track your support requests and lets you review any past requests. If you are not logged in, the "Chat" button will not appear.

If you are unsure how to access Support Central from an Arcoro Module, expand the appropriate module below for more information.

• Click the chat button towards the bottom right.

  

• Specify a module to view resources for common questions/problems or type a message so our automated system can try to provide a relevant resource.

  

• If you are unable to find your answer from the pre-defined options, you can click No, I still need help 

  

• If using our support chat during open office hours, you can provide additional information to chat with an available support agent. If our agents are unavailable, your message will create a ticket for our support team to address when they are available via email. You can also use the 'Arcoro Web Form' button to submit a support request at any time.

  

By Phone

Contact us by phone at 1-(855)-762-0523 so a support agent can help you directly during our open office hours (Monday thru Friday, 5 AM - 5 PM Pacific Time). Phone calls are best used for emergencies or work stoppages, while web forms and emails are best for general questions, less urgent, or when wanting to submit a support request outside of our open office hours.

When calling, it is best to be near the affected computer, employee, and/or mobile devices so we can begin assisting you as soon as possible and prevent any delays.