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SUPPORT OVERVIEW
SUPPORT OFFERINGS
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FAQs
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1. How do I contact support?
2. How can I log a new case?
3. What information do I need to log a new case?
4. What types of support questions will be answered?
5. How quickly will my case be addressed?
6. How can I check or update my case status?
7. How can I escalate my case?
8. What do I do if I lose my support password?
9. What types of Support Offerings are available?
10. How do I change my Support Plan?
11. How do I search for solutions and online FAQs?
12. What is the Developer Zone?
13. What is Aether's software patch policy?

1. How do I contact support?
You may contact Aether Software Support in the method best suited to your needs.
Web:http://support.aethersoftware.com/
Developer Zone:http://devzone.aethersystems.com/
Email:softwaresupport@aetherysystems.com
Fax:703.847.3306
Phone:703.847.3303 (x2299)
1.877.719.3168

Hours: 8:00 am - 8:00 pm (EST), Monday - Friday
Aether Software Support is closed on certain national public holidays. Premium Support customers have on call access to a Software Support Engineer.

2. How can I log a new case?
Cases may be logged by any of the following methods (whichever is best suited to your needs): web, email, phone, or fax. For more information please see How do you contact support?.

3. What information do I need  to log a new case?
When first contacting Aether Software Support to report a new case, please be prepared to provide the following information:

  • Name
  • Company
  • Customer Site (if applicable)
  • Email address
  • Phone and fax numbers
  • Aether software product(s) being used, including
    version and build number(s)
  • Other development environment information such as
    operating system(s), type of device(s), and type
    of connection(s)
  • Error message(s) (if any)
  • Brief description of the case
  • Steps taken to troubleshoot the case thus far
A case number will be assigned for future reference and will be needed when you contact Aether Support.

4. What types of support questions will be answered?
Aether Software Support  performs Support Services in a manner consistent with reasonable applicable industry standards. Aether Software Support is responsible for providing prompt and accurate solutions regarding the usage of our software products. Aether Software Support does not provide support for third party tools but we will use reasonable and customary efforts to assist you with issues as they relate to Aether software. We may request that you log the outstanding case with the third party vendor. Cases involving detailed design and custom application development are not covered by Aether Software Support and may be referred to our Professional Services department.

5. How quickly will my case be addressed?
A number of variables impact how quickly your case will be addressed, including contact method, customer priority, and escalation level. Cases will be acknowledged within one hour during normal business hours. For more information please see Service Level Agreements.

6. How can I check or update my case status?
You may check the status of your case or update your case notes by contacting Aether Software Support via web, email, or phone. For more information please see How do you contact support?.

7. How can I escalate my case?
Aether Software Support strives to resolve all software support cases as quickly as possible. If you are not satisfied with the response time or the quality of the support service, you may request an escalation at any time by contacting Aether Software Support and asking to discuss the matter with a Senior Software Support Engineer or the Software Support Manager. For more information please see Service Level Agreements.

8. What do I do if I lose my support password?
If you lose your support password you may contact us via email or phone. Please be prepared to provide the following:

  • Name
  • Company
  • Address
  • Phone
  • Fax
  • Email
  • Current Logon (if known)
For more information please see How do you contact support?.

9. What types of Support Offerings are available?
Aether Software Support aims to provide the right level of support to meet the individual needs of our worldwide customers, developers and partners through our Basic and Premium Support Offerings. For more information please see the Support Offerings section. Aether Software Support is continuing to expand and evaluate our Support Offerings to ensure we are addressing our customers' specific needs. Please check back periodically for more information.

10. How do I change my Support Plan?
You may contact your Aether Sales Representative or Aether Software Support. For more information please see How do you contact support? and What types of Support Offerings are available?.

11. How do I search for solutions and online FAQs?
Aether Software Support provides search functionality for solutions and FAQs via our online support offering at http://support.aethersoftware.com/.

12. What is the Developer Zone?
The Developer Zone provides tools, code, and other resources for developers using Aether software. FAQs and general information are provided for all developers. Registration provides additional access to software downloads, documentation, and discussion forums.

13. What is our software patch policy?
In the rare event of a critical case directly impacting the usage of Aether’s unmodified software products at a customer site, a software patch may be created by the Development team. Aether Software Support will work with you to determine if the software is under warranty and whether the creation of a patch is a feasible and appropriate option.


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