SUPPORT

Led by industry experts, our integration support services are designed to ease the complexity of M2M and promote rapid and efficient deployments. AIRDESK leverages its many years of wireless experience with manufacturers and carriers, to provide a high level of support.

AIRDESK provides three tiers of support to assist integrators in all phases of their projects

• Tier I Support is the initial support provided to both educate the customer and help guide the customer to the most effective solution selection. All Tier I support is provided from publicly published documents and procedures provided by AIRDESK's vendors as well as AIRDESK itself. The customer can browse the AIRDESK project within the AirSource web site for documents and request assistance via the web interface.
• Tier II Support provides the tools and knowledge for the integrator and developer to bring their project to completion. Advanced industry knowledge is brought to the customer's fingertips with direct access to the AIRDESK's knowledge base as well as access to the Integration Support team at AIRDESK. The knowledge base includes all documented issues and their solutions provided both by the manufacturers as well as AIRDESK in a searchable web based application. AIRDESK personnel will be available to work through issues using the SDK/MDK/MSK's and starter kits. Escalations are transferred to Tier III.
• Tier III Support Takes on escalations as required from Tier II. Tier III Technical Support involves all non-documented issues and solutions. Engineering resources both at the manufacturer and at AIRDESK will be employed to bring the issue to resolution. AIRDESK will require clear documented issues from the customer so that AIRDESK may engage the issue with the engineers it deems necessary. AIRDESK acts as the customer's liaison to the manufacturer. The customer will need to clearly document the outstanding issue(s), and work with both AIRDESK directly and the manufacturers indirectly to resolve the issue. Communication may include the AirSource web interface, Email as well as phone conversations for all parties involved.

Support requests can be entered online using AirSource, AIRDESK's online support system and knowledge base.

Tier I support is provided free of charge for all of AIRDESK's customers. Tier II and III support is provided to customers who purchase an Integration Package. Customers who don't have an Integration Package but are in need of Tier II or III support can purchase incidents individually or in four and eight packs from their AIRDESK account manager.

other links: REQUEST RMA | WAVECOM NDA