Basic support is included with all subscriptions. Contact AerisWeather Support as needed without priority-level response.
|Priority 3 Response Times|
|Guidance on Best Practices|
|Onboarding and Implementation Services|
|Priority 2 Response Times|
|Advanced Status Reporting|
|Customized Account Reporting|
|Priority 1 Response Times|
|Technical Account Manager|
|Technical Expert Contact|
Can't find your answers? Reach out and let us know.
For Essential or Business support do you require a minimum subscription level?
No - we do not require a minimum subscription level for Essential or Business support.
How do we receive product status updates?
Please subscribe to status updates on our status page: status.aerisweather.com
What is the difference between priority response times?
Priority 1 – Four (4) hours
Priority 2 – One (1) business day
Priority 3 – Three (3) business days. Please note, this does not correlate to resolution time.
“Response Time” refers to the amount of time from when your notification to us (by the authorized means described above) to when we provide our first response to your notification, each as determined by our systems and records. Response time does not mean the resolution of the issue and we provide no guarantee with respect to issue resolution. AerisWeather retains the right, in our reasonable discretion, to reclassify the priority of any issue.
“Business day” is a full business day from Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time, excluding major U.S. holidays. A business day does not include a partial business day. AerisWeather triages requests that come in outside of business hours on the following business day.
What are the standard SLA levels?
Standard SLA levels are 99.5%
Can we receive API status reporting without a support plan?
You are welcome to subscribe to our status page but advanced status reporting is available only for Enterprise support subscriptions.
How can our company get access to parent/child accounts for my engineering and AP team?
This is done using organization accounts.
Do you have a live chat feature?
We do not offer a live chat feature at this time.
If my response times are already between 1-3 business days, do I still need a support plan?
Yes - we highly encourage customers to have a support plan to ensure response times are quick enough to match your business needs. Without one we cannot guarantee a timely response.
Can I talk to a real human on the phone?
We offer phone support 9am-5pm CST for Enterprise Support packages.