Support
Support
Every Arzana customer has a named Arzana engineer who knows their setup, and our support inbox reaches the whole team.
Get help.
- support@arzana.com, any time, answered during support hours
- Phone
- The support line in your agreement, weekdays 9 a.m. to 5 p.m. Eastern, excluding federal holidays
- Your engineer
- The email and phone your named engineer shared at kickoff, during support hours
What to expect
We respond to every support request within one business day, and outages and security issues go to the front of the line. Changes you ask for in plain language, like a new field, a tweak to a rule, or a new report, are included in your subscription at no extra charge.
What to include
The more of this you send, the faster we can fix it:
- Your company name and which agent is involved (quoting, order entry, scheduling, and so on)
- What you expected to happen and what happened instead
- The order, quote, or document number
- A screenshot, or the email or file that started it
- Whether it is stopping work in production
Common questions
How do I add or remove a user?
Email support@arzana.com from an administrator’s address, or ask your named engineer. When someone leaves your company, tell us the same day so their access ends with their job.
Can we change how an agent works?
Yes. Describe the change in plain language to your named engineer or support@arzana.com, and we build it. Changes like these are part of your subscription.
How do I get a copy of our data?
Ask any time. We deliver a full export in CSV or JSON within 30 days of your request.
How do I report a security concern?
Email security@arzana.com. We confirm we received it and keep you posted as we work on it.
Other ways we can help
| For | Go to |
|---|---|
| Reporting a security issue | security@arzana.com |
| Privacy questions and data requests | privacy@arzana.com |
| Billing questions (within 60 days of the invoice) | support@arzana.com |
| How we protect your data | arzana.com/security |
| Guides for your team | arzana.com/docs |
| Not a customer yet | Get in touch |