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Aerialink Support

Platform Status

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.

Metrics

See our Uptime Page for detailed uptime and/or historical metrics.

Technical Support

Existing Aerialink customers in need of assistance can submit a ticket to our Customer Help Desk. To expedite your own ticket resolution time, provide as much of the following information as possible:

  1. Issue topic (Delivery issue? Login issue? Number backorder request? API question?)
  2. Source number
  3. Destination number
  4. Issue date and time
  5. Transaction GUID
  6. API error number
  7. Description of issue as complete as possible

Provisioning Requests

For requirements regarding specific request types, please see our FAQ.

Hours of Operation

Our office hours for the Standard Support Plan are:

Non-Holiday Weekdays
Monday - Friday
9:00am - 5:00pm Eastern Time (UTC -5)

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.

Holidays

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
  • Day After Thanksgiving
  • Christmas Day*
  • The week between Christmas and New Year’s 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.

If you are interested in becoming a new customer or have a general inquiry, please visit our site.

Mailing & Billing Address

Aerialink LLC
4685 MacArthur Court
Newport Beach, CA 92660

Phone Lines

  • Call: 1 (800) 449-9477
  • Call: 1 (563) 449-9477
  • Fax: 1 (877) 449-9477

Departmental Email Addresses

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