Technical Support FAQs

 

 

Q: What products can be covered by Arm Technical Support?

A: All Arm products can be covered by Technical Support.

 

 

Q: How long can I take out Technical Support for a product?

A: Technical Support can be taken out in line with the term of your product license.

 

 

Q: How do I renew my Technical Support?

A:  If you have not received a renewal email, send us a message.

 

 

Q: How do I get the best out of support cases?

A: To open a support case, access the Arm Support Hub using your Arm Account login details. Then follow these steps:

  • On the ‘Support’ menu select ‘Open a case’.
  • Search the content to see if your question has already been answered in a technical document, blog or knowledge base article (KBA). You may get an immediate answer to your query this way. 

    Tip: if you use three or more words to describe your query, your likelihood of getting an immediate answer increases substantially.

  • If your query was not answered by our existing content, select ‘Continue to open a case’
  • Make your question as clear and as comprehensive as possible.
  • State the Arm product name(s), revision(s), and version(s).

    Tip: for more details see the section: What information should I provide when raising a support case?

  • Include any environment details and attachments.
  • Be responsive to requests for further information.

 

 

Q: Are there any limits on support?

A: With valid entitlement, there are no limits on the number of questions, who asks the questions, or the topic, as long as it is reasonably related to the product. There is a 16-hour limit on the effort Arm spends on an individual case before requiring a management review of the case.

 

 

Q: Can I ask questions in my local language?

A: Our global team of support engineers can answer questions raised in English or Chinese. They can endeavor to address questions in other languages, but answers may be delayed due to the need for translation.

 

 

Q: What information should I provide to raise a support case?

A: Learn more here.

 

 

Q: What happens when I open a support case?

A: Learn more here.

 

 

Q: What should I expect using the support case management system?

A: Learn more here.

 

For questions not answered above, contact us.

 

 

 

Q: What are the support hours?

A: Arm technical support operates on a 24/5 global schedule, providing service Monday through Friday across regions. Support includes anything from timely case updates to resolution.

 

 

Q: What is the telephone number for support? How can I speak to a human?

A: To contact a support engineer, open a case using the Support Hub via the Arm website. If you want to request to have a live conversation, indicate that you would like a phone discussion in your case description when submitting your issue. A regional support engineer will then schedule a call with you.

 

 

Q: How do I submit a complaint?

A: To escalate or formally lodge a complaint, please contact your sales account manager. If your inquiry relates to an open case, you can reply directly on your case and request an escalation.

 

 

Q: How can I get a quicker response on my support ticket?

A: Arm Support Hub allows you to:

  • Select the appropriate priority level when opening a case. The recommended usage is as follows:
    • Critical: Production stop issue or an issue that impacts the performance of a production device or system that is currently in production.
    • Urgent: An issue that is likely to cause a notable delay or disruption to your project timeline.
    • Normal: Standard support question with no or low immediate impact to your schedule.
  • Provide comprehensive details (e.g., logs, steps to reproduce).
  • Request a callback from a technical engineer on the case. The system is monitored globally 24/5, ensuring responsive handling once your case is opened.

 

 

Q: How can I contact sales?

A: To reach sales, go to the Contact Us page on arm.com. You can submit a form there covering licensing, pricing, and more. To learn more about Arm support and training options, or Arm professional services, use this form.

 

 

Q: Who is my account manager?

A: If you aren’t sure who your sales account manager is, submit a case on the Support Hub, or contact sales to have them direct you to your Account Manager.