Notification and Availability
The current platform status for Aerialink services can be found on our Status Page. If you would like to subscribe to receive notifications on service issues or unplanned outages, please click on “Subscribe to Updates” on the Status Page.
See our Uptime Page for detailed uptime and/or historical metrics.
If you are an existing Aerialink customer in need of assistance, please utilize this documentation site. Still have questions? Send an email to email@example.com to open a support ticket. To expedite your own ticket resolution time, provide as much of the following information as possible:
- Issue topic (Delivery issue? Login issue? Number backorder request? API question?)
- Source number
- Destination number
- Issue date and time
- Transaction GUID
- API error number
- Description of issue as complete as possible
Hours of Operation
Our office hours for the Standard Support Plan are:
Monday - Friday
9:00am - 5:00pm Central Time (UTC -6)
Priority Support is always open for customers with a qualifying support plan. To ask about the Priority and 24/7 Support available with our Priority Support plan, please contact your Aerialink account manager.
The Aerialink office is closed on the following nationally recognized U.S. holidays:
- New Year’s Day*
- Memorial Day
- Independence Day**
- Labor Day
- Thanksgiving Day
- Post-Thanksgiving Friday
- Christmas Day*
* If New Year’s Eve or Christmas Eve fall on Mondays, they too are considered company holidays.
** If July 4th falls on a Tuesday or Thursday, the preceding Monday or following Friday will also be considered company holidays.
The specific dates observed for the above as we wrap up 2018 are as follows:
- Memorial Day - Monday, May 28th, 2018
- Independence Day - Wednesday, July 4th, 2018
- Labor Day - Monday, September 3rd, 2018
- Thanksgiving - Thursday, November 22nd, 2018
- Post-Thanksgiving Friday - Friday, November 23rd, 2018
- Christmas Eve - Monday, December 24th, 2018
- Christmas Day - Tuesday, December 25th, 2018
- New Year’s Eve - Monday, December 31st, 2018
- New Year’s Day - Tuesday, January 1st, 2018
Support Ticket First-Response Times
|Priority Level||Issue Reported||First-Response Time*||Min. Freq. of Updates*|
|1||Aerialink network/gateway or API is down with zero functionality|
No known work-aroundSignificant impact on many customers
|2||Component of the Aerialink network is not performing|
No known work-around
Significant operational impact
|3||Component of the Aerialink service or hosted application is not performing as-expected or creating unexpected results; message delivery issue|
Moderate or minor operational impact
|8 hours||Every 3 Days|
|4||Usage or documentation questions or clarifications needed||24 hours||Every 10 Days|
|5||New product feature or enhancement suggested or requested||48 hours||Monthly|
*All hours listed are business hours. Does not include weekend or other non-business days.
Existing Aerialink customers in need of account or billing assistance should utilize this documentation site, or shoot an email to firstname.lastname@example.org with any unanswered questions.
Mailing & Billing Address
5123 Middle Rd.
Bettendorf, IA 52722-6059
Aerialink also has offices in the following locations:
- Chicago, IL
- Los Angeles, CA
- Text or Call: +1 (800) 449-9477
- Text or Call: +1 (563) 449-9477 (International)
- Fax: +1 (877) 449-9477
Departmental Email Addresses
- For billing questions: email@example.com
- For sales inquiries: firstname.lastname@example.org
- For job opportunities: email@example.com
- For customer support: firstname.lastname@example.org
This page was last updated 1527009082458