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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

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

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*

* 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 2019 are as follows:

  • Memorial Day - May 25th, 2020
  • Independence Day - July 4th, 2020
  • Labor Day - September 7th, 2020
  • Thanksgiving - November 26th, 2020
  • Day After Thanksgiving - November 27th, 2020
  • Christmas Day - December 25th, 2020
  • New Year’s Day - January 1st, 2021

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 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

Billing Support

Existing customers may contact the Aerialink Finance Department at AL-CSF-Finance@iconectiv.com.

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
iconectiv
100 Somerset Corporate Blvd.
Bridgewater, NJ 08807

Phone Lines

Main Lines

  • Call: +1 (800) 458-4826 ext. 2
  • Call: +1 (732) 699-6703 ext. 2
  • Fax: +1 (877) 449-9477

Technical Support

  • Call: +1 (800) 449-9477 [press 2]
  • Call: +1 (563) 449-9477 (International) [press 2]

Departmental Email Addresses

This page was last updated 1628555547988