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Frequently Asked Questions

How long will I wait for a call back?

You will always receive a call inside your contracted SLA. However we aim to respond to all calls within 50% of the allocated SLA response time.

If you’re unsure of your contracted SLA contact your dedicated account manager.

What is the difference between a support call and administrative change?

All support calls are subject to your contracted SLA and will be responded to and fixed within the guaranteed times. If you require any changes that are additions to the network such as new users, email addresses etc, we ask that you provide us with details 48 hours in advance of the change.

Do ARC offer 24/7 cover?

Yes we offer varied levels of 24/7 cover as an addition to our normal 8am - 6pm support hours. Please contact your account manager for more details or email

Can I move my internet and website hosting to ARC?

Yes, ARC offer a broad range of internet services from ADSL to Fibre Leased Lines as well as domain and web hosting. Contact your account manager for more information or email

What happens if support can't resolve my problem remotely, will someone come out?

Yes, we will arrange for an engineer to attend site and investigate the issue further. Depending on the contract time and fault we may be able to provide loan equipment or direct replacement of parts.

Working with ARC

What to expect when joining ARC?

What is the lead time to move support to ARC?

We can take over your IT support instantly and our remote engineers will be able to start supporting your systems from day one. Once a support agreement has been entered, we will schedule a full onsite survey to obtain all the information required.

What Response times do you offer?

We offer a variety of response times from instant to an 8 hour response. Depending on your business requirements we can tailor a support package that fits your budget and needs.

I see you have ISO 9001, tell me more about it and how it improves your service?

ARC have been BSI ISO 9001 certified since 2013. This ensures that ARC provide a quality service to our clients by deploying strict procedures and planning to all service, installation and sales tasks. ARC are one of the only IT support companies in the south east to hold this certification and we are continually adapting and improving our service based on feedback and experiences gained from our clients.

How do I speak to my account manager?

At ARC we provide all our clients with a dedicated account manager. Once joining ARC you'll be provided with a welcome pack and all the details required to contact your account manager, along with details of how to log support calls and contact our support team.


Set up Exchange ActiveSync on your iPhone, iPad, or iPod touch

When you add your Exchange ActiveSync account, you can sync your Mail, Contacts, Calendars, Reminders, and Notes wirelessly with your iOS device.


Add your Exchange account

Tap Settings > Mail, Contacts, Calendars > Add Account > Exchange.


Enter your information

Enter your email address and password. If you want to, you can also enter an account description.




Connect to the Exchange Server

Your iOS device will try to find your Exchange Server. You might have to enter additional server information. If you need help, contact your Exchange Server administrator.



Sync your content

You can sync Mail, Contacts, Calendars, Reminders, and Notes. When you're finished, tap Save.



Edit your Exchange settings

Tap Settings > Mail, Contacts, Calendars, select your Exchange account, and tap Account Info. You can also go here to set up automatic out-of-office replies and change how often you want Mail to sync (the default is 7 days).


How to setup a Windows PPTP VPN

Open the Start Menu

First, click on the Start Menu and type “VPN” into the search box.


Click on the “Set up a virtual private network (VPN) connection.”


Enter the server information

Now, enter the server information as below.


In the text box labelled “Internet address” type VPN server address provided by the helpdesk team. name: Office VPN Connection


Lastly, make sure that the checkbox labelled “Don’t connect now; just set it up so I can connect later” is checked.

Then click the “Next” button.


Enter your VPN username and password

In this screen, enter your VPN username and password.


In the text box labelled “User name:” enter VPN username.

In the text box labelled “Password:” enter your VPN password.


Optionally, check the “Remember this password” checkbox and you won’t have to enter your password when you connect to VPNVIP.


Then, click the “Create” button.


What is the cloud?


The cloud, simply, refers to software and services that run on the Internet instead of your computer. These services are normally run inside Datacentre's where optimal power, connectivity and redundabcy is built into the location. This ensures the server hardware runs at its optimum performance and in the event of failures there are backup procedures in place to prevent downtime. Contact us at to have a tour of the ARC Cloud.

How long do support contracts with ARC last?

ARC's standard support is based on a 12 month contract, however we also offer more flexible terms from monthly to 36 months fixed agreements. Please contact our sales team for more information on

Can ARC monitor my servers 24/7?

Yes, all ARC support plans as standard come with 24/7 proactive monitoring of servers to ensure we pickup and resolve any issues before they lead to downtime for your business. For more information on ARC's proactive monitoring contact our sales team on

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