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

If you are an existing Aerialink customer in need of assistance, please utilize this documentation site. Still have questions? Send an email to support@aerialink.com to open a support ticket. 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

Hours of Operation

Our office hours for the Standard Support Plan are:

Non-Holiday Weekdays
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.

Holidays

The Aerialink office is closed on the following nationally recognized U.S. holidays:

  • New Year’s Day
  • Good Friday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Post-Thanksgiving Friday
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve

Support Ticket First-Response Times

Priority LevelIssue ReportedFirst-Response Time*Min. Freq. of Updates*
1Aerialink network/gateway or API is down with zero functionality
No known work-aroundSignificant impact on many customers
2 hoursBi-hourly
2Component of the Aerialink network is not performing
No known work-around
Significant operational impact
3 hoursDaily
3Component of the Aerialink service or hosted application is not performing as-expected or creating unexpected results; message delivery or location query issue
Work-around available
Moderate or minor operational impact
8 hoursEvery 3 Days
4Usage or documentation questions or clarifications needed24 hoursEvery 10 Days
5New product feature or enhancement suggested or requested48 hoursMonthly

\All hours listed are business hours. Does not include weekend or other non-business days.*

Billing Support

Existing Aerialink customers in need of account or billing assistance should utilize this documentation site, or shoot an email to billing@aerialink.com with any unanswered questions.

If you are interested in becoming a new customer or have a general inquiry, please visit our company site at http://www.aerialink.com to learn more or fill out our Aerialink Contact Form

Mailing & Billing Address

Aerialink, LLC.
5123 Middle Rd.
Bettendorf, IA 52722-6059

Aerialink also has offices in the following locations:

  • Chicago, IL
  • Los Angeles, CA

Phone Lines

  • 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: billing@aerialink.com
  • For sales inquiries: sales@aerialink.com
  • For job opportunities: jobs@aerialink.com
  • For customer support: support@aerialink.com

This page was last updated 1500498256000