ARMS® has been in use at GoAir since 2006 and we have been actively using various applications of ARMS®. We have recently upgraded to ARMS® V2 and our decision to upgrade and maintain the relationship stems from our confidence in the quality of this product and the level of support received from the software delivery team. We highlight and particularly endorse their responsiveness to our demands for customizations and the ability to deliver them swiftly and affordably.

Sunil Madan

Vice President Operational Systems,
GoAir

Technical & Warranty Support

The ARMS® Technical Support Services Organization is built on ITSM principles spelt by ISO IEC 20000 standards. Our support services under AMC or Technical Warranty or during the period of a POC or Trial, be it for resolving bugs or providing an upgrade or uploading a patch or conducting routine maintenance, are offered under the following categories:

  • Onsite/ Deskside support
  • Remote support via our dedicated Portals
  • Telephonic (Voice)/ Chat/ Email through 24×7 Helpdesks

Types of Support Services

  • Onsite: Where applicable, ARMS® PM(s) are available onsite during business hours. Off work, PMs can be reached telephonically, to respond as per SLA limits, supported by the remote support teams in Bangalore & Mumbai, India
  • Via Portal: All ARMS® clients have 24×7 access to Laminaar Tech Support Portal where issues, bugs and complaints can be logged. In addition to that:
  • 24×7 Help Desk: All ARMS® clients can also avail one-step escalation to product experts for prompt resolution of problems. This expert will respond within 2 hours of logging the call
  • Remote: From Bengaluru, India, specialist help is available remotely during business hours. On off business days or hours, emergency contact numbers are available for obtaining specialist help
  • Management of Hosted Service: In our hosted service center, server infrastructure is monitored 24×7 and our engineers are positioned to reach the Data Centre to resolve hardware problems within 60 minutes on business days and two to three hours on off business days