AeroFS Customer Service Levels

Getting in Touch

The best way to contact us is to submit a ticket online, or reach out to us over email.

We have dedicated phone support available 9:00 am - 5:00 pm PST except weekends and publicly observed holidays. Call us today at 1-800-656-AERO (1-800-656-2376).

Publicly Observed Holidays

  • January 1, 2016 - New Year's Day
  • May 30, 2016 - Memorial Day
  • July 4, 2016 - Independence Day
  • September 5, 2016 - Labor Day
  • November 24, 2016 - Thanksgiving
  • December 26, 2016 - Christmas Day (observed)

Response Times

We are committed to replying to our customers in a timely manner. Response times are very dependent on the severity of the issue.

Severities:

  • Priority 1 Error: renders the software inoperative or causes catastrophic failure in a production environment.
  • Priority 2 Error: significantly degrades the performance of the software or materially restricts the customer's use of the functionality of the software.
  • Priority 3 Error: causes only a minor impact on the customer's use of the software.

Corresponding Response Times:

Priority AeroFS Action
1 Provide a fix/workaround within 1 business day.
2 Provide a fix/workaround within 1 week.
3 Provide a fix/workaround by the next major release.
Powered by Zendesk