Should you find at any stage that you have an issue with or a question about the normal operation of the RIOsys software, then you should contact one of your company’s designated Point-Of-Contact (POC) Persons for RIOsys, who will raise an Incident Report with Armac’s Support Desk.
Before raising an Incident Report, be sure you have assembled any supporting information, for example some or all of the following:
- Screen shots
- Part numbers
- Input and output data
- Description of sequence of actions taken immediately prior to the incident
- Error messages received
- Your name, phone number(s) and email contact details etc.
This supporting information is essential to assist the Support team to perform the necessary Incident Triage. The outcome from the Triage process will be used to determine the Category and Business Impact of the Incident. The Triage output will also be used to set the Severity Level of the Incident, and consequently the response times and escalation path to be followed by Armac.
Your POC will receive a tracking number for the open incident almost immediately after the Incident has been logged. Periodic updates on progress of the incident will be provided until it is resolved. Update intervals will be determined based on Severity of the Incident and will be notified to your POC.
If you are a designated Point-Of-Contact (POC) Person, you can contact Armac Support in 3 ways:
- Call: +353 41 213 0325
You will be challenged to provide an authentication PASSWORD.
- Email: firstname.lastname@example.org
The senders email address will be authenticated to ensure the sender is a registered designated POC