Help
FAQ
Short answers to common questions.
4 min read
Is Arcus only for tier-2 or escalation engineers?
No. It is built for support engineers at every tier: front-line agents get a first response and the past fix, TSEs and CSEs get the root cause with evidence, and escalation engineers get a clean bug with everything engineering needs.
Which AI does Arcus use?
The one your org picks: Anthropic, OpenAI, xAI, Google, DeepSeek or Kimi, or a local model. You can bring your own key. See Choose your AI provider.
Does Arcus post to customers on its own?
No. External posts are off by default, and every reply, comment or bug is a draft you approve. The reply check blocks leaks.
Does my code leave my computer?
The code index stays on your computer. Only the snippets an answer needs are sent, to your org’s AI provider, with the question.
Do I need a helpdesk to try it?
No. Paste a ticket or a symptom on Home, or run the sample investigation in first-run setup. Connect a helpdesk when you want your real queue.
Does Ping L3 page someone?
No. It sends a DM, posts to a channel, adds a Jira comment or opens an email. It never pages.
Is this website the product?
No. The product is the Mac and Windows desktop app. The website is for sign-in, downloads and these docs.