Over the last few months, we have been working hard to get the new Support Hub ready for you, where you will be able to more easily open and manage support cases and ask questions about your Arm products. We really want to make sure that the new Support Hub delivers what you need, so we have been talking to users like yourself to gather early feedback. The reaction so far is that the Support Hub is generally easier to use than the current website, and there are even a few extras which should hopefully make for a better experience. Here is a sneak peek into some of these things now.
When opening a new support case, you should enter the name of your product, as it means that your case is directed straight away to an Arm Support Engineer who can help, which will result in a quicker response. We are working on improving the search results, so that you can find your product more easily. However if a match is not found, then you are able to describe the product in your own words, as shown in the following screenshot:
Once you have opened your support case, you can upload attachments. The good news here is that we are increasing the file size limit, so you will be able to upload files of up to 5GB in size. There is no restriction on file type, so you can upload whatever file you need to share with the Arm Engineer working on your case.
On the Case Details page, you can share an update on your case in the Post section, as shown in the following screen shot. We are introducing a new rich text editor so you will be able to insert rich text, inline images, and code snippets.
Finally, on the Case Details page there is also a new “Customer Reference” field, where you can add your project, business unit or other useful information to help organize cases. You can use this reference to search for cases more easily using the “Search cases” bar in the page header.
We are really excited about how it is shaping up and cannot wait to share the system with you. Although these are just four examples of what to expect, there is lots more coming, and we will continue to update you once we are ready to launch in the coming few months.In the meantime, if you have any questions or would like us to demonstrate the system to you, please feel free to get in touch.