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Support Center

How can we help?

Find answers about working with Arcanic, using the AI solutions we build for you, and how we handle your data. If you can't find what you need, our team is here to help.

Browse by topic

  • Getting started: What Arcanic does, how an engagement works from discovery to go-live, and what to prepare before kickoff.
  • Using your AI solution: Logging in, chatting with your assistant, uploading documents, and understanding AI responses.
  • Accounts and access: Creating users, managing roles, resetting passwords, and single sign-on.
  • Projects and delivery: Scoping, estimates, statements of work, milestones, acceptance, and change requests.
  • Billing and invoices: Payment terms, invoices, VAT, and updating billing contacts.
  • Privacy and security: How we protect your data, where it is hosted, and how to make a privacy request.
  • Responsible AI: How our solutions are designed to be reliable, safe, and reviewed by humans where it matters.
  • Legal and policies: Terms of Use, Privacy Policy, and other policies.

How to get support

The right channel depends on how you work with us.

Business customers

If your organization has an active agreement with Arcanic:

  1. Contact your dedicated project manager or account manager for questions about scope, timelines, or deliverables.
  2. For technical issues with a solution in production, email [email protected].
  3. Your primary contact or administrator can add colleagues to a request by copying them on the email thread.

End users of a solution

If you use an AI assistant or application that Arcanic built for your organization, please contact your organization's internal administrator or IT team first. They manage your account and can escalate issues to us.

Website visitors and prospective customers

To learn about our solutions, request a demo, or ask for a proposal, use the contact form on arcanic.ai or email [email protected].

What to include in your request

To help us resolve your issue quickly, please include:

  • Your name, organization, and the solution or project concerned;
  • A clear description of the issue and when it started;
  • Steps to reproduce the problem, if applicable;
  • Screenshots, error messages, or example inputs (please remove sensitive personal data where possible); and
  • How many users are affected and how urgent the issue is.

Please use one request per issue. If you haven't heard back, reply in the same thread rather than opening a new one, so the full history stays together.

What happens after you contact us

Support is provided in writing by email. After we receive your request, a team member reviews it, may ask follow-up questions, and replies in the same thread. We respond to every request within 24 to 48 hours.

Our support hours are Monday to Friday, excluding public holidays.

Special requests

  • Privacy requests: To access, correct, or delete your personal data, or to withdraw consent, email [email protected]. See our Privacy Policy for details.
  • Security issues: To report a suspected vulnerability or security incident, email [email protected]. Please include enough detail for us to reproduce the issue and do not disclose it publicly until we have had a chance to address it.
  • Misuse or harmful content: If you see an AI solution being used in a way that violates our Terms of Use, or producing harmful content, report it to [email protected] with as much detail as possible.

Frequently asked questions

Do you offer phone support? Support is provided in writing by default. Customers who need a live working session can arrange one through their project or account manager.

Do you use our data to train AI models? No. We do not use your data to train or fine-tune models for other customers. We only train or fine-tune models on your data for your own solution where our agreement provides for it.

Where is our data stored? Hosting location depends on your solution and agreement. Ask your account manager for the hosting details for your deployment.

Are AI responses always correct? No. AI responses can contain errors. Please review important outputs before relying on them, especially for legal, financial, or other high-stakes decisions.

I haven't heard back. Should I open another request? No. Reply in your existing email thread so it returns to the queue with its history.

We have a business-critical outage. Is there a faster path? Mark your email as Critical in the subject line and contact your account manager directly.

Contact

ARCANIC TECHNOLOGIES., JSC

  • Email: [email protected]
  • Address: No. 23, Lane 194, Doi Can Street, Ngoc Ha Ward, Hanoi, Vietnam
  • Website: arcanic.ai