If you have a non-urgent query, you can submit an email support request at any time via the Help button within AroFlo. A member of our friendly Customer Service team will contact you as soon as possible.

Submit a new request

These instructions use the example of a 'System Issue'. For any other request type, e.g. Training Request, Data Import Request, simply fill in the fields that appear.

Leave the support request window set to New Request. Choose the Request Type 'System Issue' from the drop-down menu. Enter a summary of the issue in the Summary field. Indicate the Severity from the dropdown menu: Unexpected Behaviour Cannot complete workflow Errors appear but work unaffected Critical. Enter the Details of the issue with as much information as possible, e.g. how this issue has affected your workflow, whether the issue impacts previous behaviour, and whether there are other ways in which you can achieve the desired result. If something is not working as you expected, you can also include examples of how you think the feature should work. Complete the Steps to Reproduce section. Press Tab or (add icon) to add more steps. Optional: Click Add More Info to record the expected and actual results of the steps you took, and how reliably the problem can be reproduced. Click Add Less Info to close this section. Upload any attachments, e.g. screenshots, that help to describe the problem. Either drag and drop the files into the Add Attachments box or click Choose file. Upload video In some cases, a short video can help us diagnose a problem.   Click Send Request. You will see a confirmation of your request with the AroFlo Job Number for your reference. You'll also receive an email confirming the details of your request. If you reply to this email, your details will be added to your request and our Customer Support team will be notified of the update. Alternative email address If you want us to respond to your request using a different email address, edit your email address in the Email Address field. Your confirmation email will still be sent to the email address we have on record in AroFlo but subsequent emails regarding the request will be sent to the one you typed in.

External Access required
For the request types System Issue and Data Import Request, an Enable External Access tick box will be ticked by default. External Access allows us to log in to your AroFlo site if we need to, to address your request. We will only access your site in accordance with our terms of service and privacy policy. If you untick the box, we will contact you to request access if we need to, which may increase turn-around times for your request.

 

 

What happens now?

Our developers will look at the severity, the number of clients affected by the issue, and the area of AroFlo affected, to set priorities for their work. Some issues can be resolved very quickly, e.g. within an hour; others need more planning and resources and may need to be included in a future system enhancement.

 

Update an existing request

If you would like to add further notes or attachments to an existing request:

1. Select Existing Request at the top of the Support Request section.
2. Enter the AroFlo Job Number of your request into the Support Request Number field.
   

   This is found in your confirmation email, both in the subject and in the body of the email.

    
3. Choose the Request Type from the dropdown menu:
   1. System Issue
   2. Product Suggestion
   3. Training Request
   4. Data Import Request
   5. General Enquiry
   6. Accounts Enquiry
   7. AroFlo Add-ons.
4. Enter a summary of the issue in the Summary field.
5. Complete the Details field.
6. Upload any attachments (e.g. screenshots or videos) that might help explain the problem. Either drag and drop the files into the Add Attachments box, or click Choose file.
7. Click Send Request. You will see a confirmation of your request with the AroFlo Job Number for your reference. You'll also receive an email confirming the details of your request.
   If you reply to this email, your details will be added to your request and our Customer Support team will be notified of the update.