Related Doc: When to Contact Support
Our Approach to Support
First Arriving’s Support team is focused on keeping your dashboards reliable, accurate, and running smoothly. We prioritize issues based on impact to operations, not just urgency, and we route requests to the appropriate team to ensure the fastest and most effective resolution.
All support requests are submitted through our Support Center and handled during standard business hours.
Support Hours
Monday–Friday, 9:00 AM – 5:00 PM Eastern
(Excluding holidays)
How We Prioritize Requests
Critical / Urgent Issues
Examples
Dashboards not displaying for all users
Critical alerting or integrations completely down
Launch-blocking issues within 24 hours of go-live
Response
Initial response within 1 business hour
Target resolution same business day, when possible
High-Priority Issues
Examples
Key dashboard functionality impaired
Device or integration outages affecting daily operations
Time-sensitive launch or operational issues
Response
Initial response within 4 business hours
Target resolution within 1–2 business days
Standard Requests
Examples
Content updates or layout adjustments
Integration configuration changes
User access or permission questions
Data corrections or non-critical display issues
Response
Initial response within 1 business day
Target resolution within 5–10 business days, depending on scope
Dashboard Refreshes & Larger Updates
Examples
Full dashboard redesigns
Multi-screen layout changes
Broad content refreshes driven by audits or new initiatives
Response
Initial response within 2 business days
Target completion typically 21–30 business days
Requests That May Follow a Custom Timeline
Some requests require additional planning and scoping, including:
Enterprise-wide changes across many dashboards
Large custom modifications
New feature development or major integrations
For these, we’ll work with you to define scope and timeline before proceeding.
What to Expect During Support
You’ll receive confirmation when your request is received
We’ll communicate clearly if additional information is needed
If a request is better handled by another team (Client Success, Implementation, or Sales), we’ll help guide the handoff
For complex issues, we’ll keep you informed as work progresses
What Support Does Not Include
To ensure fast response on operational issues, Support does not manage:
Major implementation or migration projects
Custom feature development
Training sessions or onboarding programs
Contract or billing changes
Custom projects which can be priced and scoped separately
Your Client Success Manager can help coordinate these requests.
Our Commitment
We aim to:
Respond quickly and transparently
Resolve issues efficiently and correctly
Communicate clearly throughout the process
Continuously improve based on feedback