Knowledge base
Getting started with Ark Assist
How support works, how to log a ticket, what's included and how billing runs.
How to log a support ticket with us
The three ways to reach our helpdesk, and what to include so we can fix things on the first reply.
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Response times and how we prioritise work
What priority your ticket gets, what happens first, and how to flag something that's genuinely stopping work.
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What's included in your support plan
The work covered by your monthly per-device fee, and the sort of thing that gets quoted separately.
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Onboarding: what happens in your first few weeks
From signed agreement to fully managed — the discovery, documentation and rollout stages, and what we need from you.
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Out-of-hours and emergency support
What counts as an emergency, who to call outside office hours, and what to do first.
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Billing, invoices and changing your plan
How monthly and annual billing works, where to find invoices, and how to add or remove users and devices.
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New starter and leaver requests
The information we need to set someone up properly — and to close an account down safely when they go.
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Still stuck?
Log a ticket in the client portal or call the helpdesk — we'd rather you asked than lost an afternoon to it.