When it breaks, we pick up.
One hour to a human on Enterprise, 24×7, every day of the year. Every number on this page is the number in your contract — not a marketing promise we quietly walk back later.
1h
P1 response, Enterprise
24×7
Enterprise coverage
99.5%
Uptime commitment
30d
Backup retention
Two ways in. Both start the clock.
A ticket is live the second it hits Space or support@arsy.ai. Not when you mention it on a call. Not when you message someone directly. That is the whole rule.
Every plan, no exceptions. Write from your account address and you are in the queue on arrival.
support@arsy.aiDedicated manager
Enterprise only. A name, not a shared inbox — plus a priority channel you set up together.
Bought through a certified integrator? They are your first line and they take it first. Come straight to us if your Order Form says you can — or if they have not picked it up inside the response window.
What your plan actually gets
No asterisks. Where a plan carries no commitment, we print that too.
Lite
- Hours
- Email, business days
- Uptime
- No SLA
- First response
- 3 business days, any priority
Starter
- Hours
- Email, business days
- Uptime
- No SLA
- First response
- 3 business days, any priority
Professional
- Hours
- 8×5 · Mon–Fri, 09:00–18:00 CET
- Uptime
- 99.0%
- First response
- P1 in 4 business hours
Enterprise
- Hours
- 24×7 · every day
- Uptime
- 99.5%
- First response
- P1 in 1 hour
How fast, by how bad
We rank on what has actually stopped, not on how urgent the email sounds. Professional and Enterprise targets:
| Priority | What it means | Professional | Enterprise |
|---|---|---|---|
| P1 · Critical | The instance is down, or nobody can run a core scenario at any site | 4 business hours | 1 hour |
| P2 · High | Something major broke and there is no way around it | 8 business hours | 4 hours |
| P3 · Medium | Partly degraded, but there is a workaround | 2 business days | 1 business day |
| P4 · Low | Questions, change requests, documentation | 5 business days | 3 business days |
Lite and Starter: three business days whatever the priority, and no fix-time promise. Better you read that here than find it out at 2am.
This is time to a human who has read the ticket and ranked it — not time to a fix. Fix times exist only if you negotiated them into your Order Form.
Six lines that skip a round-trip
Send what you have and we will ask for the rest. But a ticket carrying these gets ranked on the first read instead of the third email.
- 01Account and plan, and whether you are on cloud or on-prem.
- 02Which site, and how wide it goes — one device, one shift, or everyone.
- 03Device and OS (glasses, tablet, phone), plus the app version.
- 04The scenario, course or procedure that was running when it broke.
- 05When it happened, with the time zone — and whether it repeats.
- 06Screenshot, screen recording, or the exact error text. For positioning bugs, ten seconds of video beats a paragraph.
Miss the number, pay it back
Uptime is committed on managed cloud only — an on-prem box runs on your server, so that one is yours. If we drop below the commitment, claim it in writing within 30 days of month end and we extend your licence:
+5%
Below the commitment, but 98% or better
+15%
Between 95% and 98%
+30%
Under 95%
Credits cap at 10% of annual fees per calendar year, and they are the only remedy for downtime. That is in the contract — we would rather you read it here than discover it in a clause.
We hold the backups. Unless you do.
On managed cloud this runs without you having to ask:
Daily
Backup frequency
30d
Retention
24h
Recovery point (RPO)
8/24h
Recovery time (RTO) — Enterprise / Professional
On-premise, the backups are yours. The platform runs inside your perimeter with nothing phoning home — that is the entire point of it — but it also means nothing is copied out to us. Your team owns backup and restore, and your integrator scopes it at deployment.
Your data leaves when you do
Ask in writing and within fifteen business days you get all of it: procedures, courses and scenarios as structured JSON, uploaded docs and media in their original formats, spatial maps as PLY point clouds and glTF 2.0 geometry, activity and completion reporting as CSV, and session recordings as MP4 where your plan includes them. Secure download channel. One export in the 90 days after a licence ends costs nothing.
Something on fire right now?
Write to support — the clock starts the moment it lands. If you have a dedicated manager, hit your priority channel too.