What information should I provide when raising a support case?
Ensure that you provide as much detail as possible when raising a new support case. This helps us answer your case promptly and avoid the need to ask for further clarification. The following information provides some more specific guidance regarding what to provide for cases relating to different Arm products.
|For general software-related cases|
|For cases relating to Arm Mali software
|For cases relating to hardware IP (for example, RTL and DSM products)
|For cases relating to IP tooling (Socrates)|
Use the Critical/Urgent/Normal options on the case raising form. Definitions are as follows:
- Critical: production stop issue or an issue that impacts the performance of a production device or system.
- Urgent: significant impending impact to your schedule.
- Normal: standard support question with no or low immediate impact to your schedule.