Community Support and Infinity Support
Get a little help from friends
When you subscribe to the Neo service, your account is set up for the Community Support. You have unlimited access to our Support page that provides extensive information on how to use your Aeris SIMs and get your devices connected to Aeris network in hours or days, and use AerPort to monitor or troubleshoot your device connectivity. You also have write-access to our Community Support, and you can there leverage the Community of expert users or of M2M and IoT professionals at Aeris to help you with your solution. If you need direct support for your solution, you can subscribe at any time to our Infinity Silver Support package and get unlimited access to the Aeris professionals.| Community Support | Infinity Silver Support | |
|---|---|---|
| Online support | ||
| Resource Center | neo.aeris.com | neo.aeris.com |
| Support Community | community.aeris.com | community.aeris.com |
| Coverage checks | Coverage map | Coverage map |
| Monitoring | Dashboard and Reports in AerPort MyAlerts services | Dashboard and Reports in AerPort MyAlerts services |
| Troubleshooting | Diagnostics tool in AerPort | Diagnostics tool in AerPort |
| Incident Management by Aeris | ||
| Opening a case and reporting a connectivity-related incident | -- | via the dedicated Support tab in AerPort or per Email (24/7/365) |
| Managing your Case | -- | via the dedicated Support tab in AerPort |
| Automated response time | -- | 5 minutes |
| Aeris analyst response time | -- | 4 business hours |
| Troubleshooting: device status or provisioning | -- | Confirmation of Aeris network status and system checks to rule out network. To 1 hour or 3 cases per month |
| Hours of operation for severity levels 3 and 4 | -- | 8AM-8PM Central Time Monday through Friday |
| KPI Reports | -- | -- |
| Aeris network troubleshooting and maintenance | ||
| Hours of operation for severity levels 1 and 2 | 24/7/365 | 24/7/365 |
| Term | Length of the agreement | Minimum subscription of 3 months Length of the agreement |