Infinity Support™

Aeris Support Policies

Last revised December 19, 2014

General

Aeris is dedicated to ensuring that your devices and applications work on the Aeris Network at the level that meets your business’s M2M communication needs. Aeris has developed Infinity Support™ to provide the critical capabilities you need to achieve breakthrough performance in operational efficiency and solution uptime. We offer Infinity Support in several levels of care, as described in these Support Policies.

Aeris staffs the Infinity Support™ services with a team of Support Analysts who have been highly trained in the technical and logistical requirements of M2M network services, in everything from device qualification to network operations. Our Support Analysts are dedicated to providing you with excellent service.

Infinity Support™ Levels — Aeris offers Infinity Support™ in three levels: Silver, Gold, and Platinum. These levels are summarized in the “Infinity Support™ Level Table” below. While you are automatically enrolled in the Silver Support package once you sign your agreement to purchase network services and have access to support at this level during the onboarding phase and for so long as your devices are active on the network, you may choose to purchase Gold or Platinum Support for a minimum twelve month term. Each of these support levels provides broader access to expert level M2M advice, high priority response times and resources allocation, and expanded Help Desk and Support Analyst access (see the Infinity Support™ Level Table below). You are free to upgrade or extend your Support Level at any time; contact your account manager.

Support for Onboarding and Commercial Deployment —Aeris provides limited ad hoc Help Desk or sales engineering support to new customers in order to assist them during the initial provisioning and setting up of their test devices on the Aeris Network. Customers requiring extensive support for larger numbers of devices or a full commercial launch, or customers requiring faster response times or support outside of normal business hours, are encouraged to purchase Gold or Platinum Support or to contact the Aeris Help Desk to inquire about the rates for Professional Services.  New customers are advised to purchase enhanced support during the critical period when their devices deploy on the Aeris Network, and all customers are encouraged to purchase enhanced support when significantly changing devices or services or increasing the number of deployed devices.

Future Changes to Support Policies —Aeris may update these Support Policies from time to time. No update to the Support Policies will result in a material reduction in the services available to you during the term of your subscription.

Support Services – Accounts in good standing will have access to the 3 main categories of Support Services— Aeris Help Desk Services, Proactive Problem Notifications, and the Aeris Online and Automated Information Systems – on the terms described in these Support Policies.

Aeris Help Desk Services

When Support is Provided — You can request Support Services to help with issues regarding the operation of your devices and applications on the Aeris Network and your use of our AerPort, AerFrame and AerAdmin web services (“Web Services”). These Support Services are available at the times under “Contacting the Help Desk” below. A description of the types of support included with your Support Level follows; for what is not covered, see “Exclusions” below. If your Support Level does not include the type of support you need, you can purchase it under “Professional Services” below. Contact Aeris Customer Support or your Account Manager for further information.

• Device and application status and troubleshooting. Aeris will provide reasonable efforts to troubleshoot and resolve problems with your devices and applications related to the Aeris Network.
  • Silver Support:
    • Verification of proper functioning of cellular network, or confirmation of network related issues impacting your device
  • Gold Support:
    • 5 hours per month of troubleshooting specific to your solution
  • Platinum Support:
    • 10 hours per month of troubleshooting specific to your solution
  • Assistance with the use of the Aeris Web Services. Aeris will provide industry standard support efforts for issues involving the use of the tools available through the Web Services (to the extent related to Aeris Services), including troubleshooting for provisioning and billing issues, use of online reports and tools, etc.
    • Silver Support:
      • Verification of system availability and referral to sales and on-line resources for training and guidance
    • Gold Support:
      • 5 hours per month of support specific to your account
    • Platinum Support:
      • 10 hours per month of support specific to your account
    • Connectivity and application monitoring; Reports. Included with all Support Levels is access to all of the user-defined, automated monitoring and report-generation tools available through Web Services for defining alerts and reports and for monitoring connectivity. Aeris will provide assistance with using the connectivity and application monitoring tools or help implement monitoring tailored to your applications (e.g., for detection of failures or abnormal conditions or for specialized notification alerts) as follows:
      • Silver Support:
        • Portal based alerts and alarms and network monitoring
      • Gold Support:
        • Portal based alerts and alarms and network monitoring
        • VPN monitoring is available for a fee; ask Aeris for a quote
      • Platinum Support:
        • Silver and Gold Level service plus VPN monitoring. Customer application monitoring is available for a fee; ask Aeris for a quote
      • M2M Specialist. You may request that Aeris assign an M2M specialist to your account to provide expert support and rapid trouble resolution, either at Aeris facilities or at your site.
        • All Support Levels:
          • Optional; ask Aeris for a quote

Initiating a Service Request — You can initiate a Service Request by contacting the Aeris Help Desk as described for your Support Level below. Once a Service Request has been submitted, the Help Desk will generate an automated response within 5 minutes acknowledging receipt of the request, creating a trouble ticket, and assigning a case number to the request. A Support Analyst will promptly begin investigating your issue and assigning resources necessary for resolution in accordance with the response times described below for your Support Level.

Severity Levels — Once your request has been submitted to the Help Desk, a Support Analyst will designate your request with a ‘Severity Level’ ranging from 1 (severe impact) to 3 (no impact on services) based on the nature of the issues you are experiencing. If you disagree with the designation, then the Support Analyst will be available to consult with you on the proper designation. A description of Severity Levels is given below.

Contacting the Help Desk — You may reach the Help Desk by web, email or phone as follows:

• Web Access. Use this link https://aerport.aeris.com/ to report an issue and open a trouble ticket.
  • All Support Levels: Available 24/5
• Email Access. To report an issue and open a trouble ticket by email, send an email to support@aeris.net. Your email should include a description of the devices impacted, time of incident, a description of the conditions at the time of the incident and your good faith estimation of the probable Severity Level.
  • All Support Levels: Available 24/5
• Telephone Access. To report an issue and open a trouble ticket by telephone, call the number below for your region during the hours provided for your Support Level. Please have available a description of the devices impacted, time of incident, a description of the conditions at the time of the incident and your good faith estimation of the probable Severity Level.
  • Severity Levels 3 or 4
    • Silver Support: Not available  
    • Gold Support: Available Monday – Friday
      US – 8am – 8pm CST/CDT
      Europe – 8am – 8pm CET/CEST

• Platinum Support: Available 24x7x365

• Severity Levels 1 or 2
  • All Support Levels: Available 24x7x365

Customers in the US please call +1-866-992-3747
Customers in Europe please call +44-808-189-0492

Severity Levels — Your Support Analyst will make an initial determination of the severity level of your Service Request and will communicate this to you. If you disagree with the determination, you may ask your Support Analyst to consult with you on the appropriate designation.

• Severity Level 1 means that Aeris Services are down, either generally or in multiple markets, or that connectivity between your systems and Aeris has been broken (as determined by Aeris monitoring of the Aeris Network).
• Severity Level 2 means either that there is an impairment of the Aeris Services that severely impacts the performance of multiple units, results in an individual market being “down” (meaning that no network traffic is being passed between your systems and any of your devices deployed on the Aeris Network) or “impaired” (meaning that some of the functionality of Aeris Services is either not available or performing below normal levels), or provisioning or device management functionality is impaired.
• Severity Level 3 means that there is an impairment of the Aeris Services resulting in a severe impact on the performance of a single unit, or of a small number of units (less than 2% of your total deployed units).
• Severity Level 4 means you have a question about how some part of the Aeris Services works, would like information such as a traffic report or trouble ticket update or upcoming maintenance windows, need help with login, have a suggestion for improvement of the Aeris Services, or other questions not involving an actual impairment of your service.

Support Analyst  Response Times — The Support Analyst assigned to your case will provide you, within the response time guaranteed for your Support Level described below, a determination of Severity Level, a description of actions underway to investigate and resolve the issue, as well as an estimated time for resolution. Aeris Support Analysts are fully authorized to engage and assign Aeris resources to assist with the prompt investigation and diagnosis of any support issues. These resources include subject-matter experts from Aeris’s system and network engineering and network operations departments.

Response times for the Support Levels offered are:

• Infinity Support™ – Silver:            
  • 12 Business Hours
• Infinity Support™ – Gold:
  • 2 Business Hour
• Infinity Support™ – Platinum:
  • 30 minutes

Support Analyst Responsibilities — Your Support Analyst is accountable for managing and coordinating the response to your Service Request and for identifying the root cause and bringing about the resolution of the issue.  In the event that your Support Analyst is unable to determine the cause of a covered issue, and additional diagnosis requires joint efforts between Aeris, your device provider, and/or your application providers, your Support Analyst will notify you of this determination and work with you as you initiate and coordinate a joint investigation across the organizations involved in delivering your M2M services.

Closure and Escalation —You may request an escalation of your Service Request by asking your Support Analyst to notify an Aeris Escalation Contact of your request. The Escalation Contact will review the facts of your incident and ensure that proper procedures are being followed and actions are underway to bring timely resolution.

• Severity Level 1
  • All Support Levels:
    Help Desk to Director of Operations and VP of Operations – immediate
    Operations to VP Engineering – no greater than one (1) hour

• Severity Level 2
  • All Support Levels:
    Help Desk to Director of Operations – immediate
    Director of Operations to VP of Operations – 2 hours

• Severity Level 3           
  • Infinity Support™ – Silver: N/A
  • Infinity Support™ – Gold: N/A
  • Infinity Support™ – Platinum: Help Desk to Director of Operations within 48 hours.

• Severity Level 4
  • Infinity Support™ – Silver: N/A
  • Infinity Support™ – Gold: N/A
  • Infinity Support™ – Platinum: Help Desk to Tier 2 (Customer Solutions) as needed.

Professional Services — Aeris provides the Support Services covered by your Support Level without additional fees. If you require Support Services outside of the scope of your Support Level, you may upgrade to a higher Support Level or pursue a fee-based Service Request. If the problem is not a covered one (see “Exclusions” below), you may also pursue a fee-based Service Request. Aeris Customer Support will provide you with a quote of fees before creating the request for fee-based service so that you can decide whether or not you would like to proceed. Contact Aeris Customer Support or your Account Manager for further information.

Exclusions — Aeris will not be obligated to provide Support Services under certain circumstances as described below. On your request, an Aeris Support Analyst will attempt to provide you with any additional information available and to offer suggestions, where possible, on next steps to resolve the issue. If you open a Service Request relating to an issue that you know is not covered by these Support Policies, then Aeris reserves the right to invoice you at its usual service fees for any assistance provided. Issues not covered by these Support Policies include:

• Issues not related to the Aeris Network or to systems within Aeris’ control
• Your failure to implement any updates to the application and device requirements available at AerPort if implementation would have avoided the issue
• Problems caused by activities taken by you or a customer or user with respect to networks or systems unless such activities were formally approved in advance by Aeris
• Changes you make to your device hardware or customer services without following the requirements available at AerPort
• Your use of the network services other than in the manner specified by Aeris, including failure to use any APIs specified by Aeris
• Issues with any device or customer application not related to the operation of the Aeris Services, including any accident, negligence, or misuse of a device (a certain amount of consulting on these issues is available for the Gold and Platinum support levels)

Your Responsibilities — You will be asked to provide a single point of contact to receive information from Aeris for all Service Requests. Your point of contact will be the one to further distribute information received from Aeris inside your organization. Aeris will also expect that your personnel responsible for accessing Support Services will have appropriate familiarity with and training in the design and use of your deployed hardware and applications and the Aeris Network Services.

Proactive Problem Notifications

Aeris will provide you with proactive notification of problems whenever we become aware of a service-affecting issue in the Aeris Network. Each of these notifications contains a Severity Level designation depending on the circumstances and is provided by email. A notification will be sent within 30 minutes of any issue giving rise to a Severity Level of 2 or higher. You may contact the Help Desk by email or by phone, as available to your Support Level, in order to supplement the information included in the Notification. If the severity of a service-affecting issue escalates, so too will the resources that Aeris devotes to resolving the issue.

Online and Automated Information Systems

All Support Levels provide you with access to all Web Services, including the AerPort customer portal, that allow you to monitor your devices’ network activity, track costs and manage the status of your devices. For further assistance with use of Web Services, see “When Support is Provided” above. Features include:

• Device usage information
• Real time billing information
• Real time device management (provisioning and de-provisioning)
• Setting of network alerts and alarms
• Network performance reports

Infinity Support™ Level Table

† fees apply