Airgentic Support Policy

 

Last updated: 20 June 2025

 

This Support Policy describes the scope, channels and target response times of the customer help‑desk support ("Support") that Airgentic Pty Ltd ("Airgentic" or "we") provides to subscribers of the Airgentic Service. It forms part of, and is subject to, the Terms  of  Service. Capitalised terms used but not defined here have the meanings given in the Terms  of  Service.

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1 Scope of Support

Airgentic Support covers:

• Incidents – break/fix issues where the Service is not behaving as documented.

• How‑to questions – guidance on configuration, best‑practice usage and minor troubleshooting.

• Minor configuration assistance – help with account settings, user access and billing queries.

Support does not include:

• Custom development, integration or data‑migration projects (available under a separate professional‑services SOW).

• Third‑party hardware, software or network issues outside Airgentic’s control.

• Training of end‑users beyond basic "how‑to" guidance.

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2 Support Channels

​You can submit support requests anytime by emailing support@airgentic.com. Our support system accepts tickets 24/7, and our team responds during standard Support Hours.​

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3 Support Hours

Airgentic engineers are available Monday – Friday, 09:00‑17:00 Australian Eastern Standard Time (AEST), excluding Australian national public holidays ("Support Hours").

 

Tickets may be logged outside Support Hours; they will be triaged at the start of the next Support Hours block.

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4 Severity Levels & Target Response Times

We categorise tickets by impact and target an initial human response within the timeframes below. Resolution times vary according to complexity and are not guaranteed.

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Urgent (S1) issues should be logged by phone followed by an email/ticket reference so we can prioritise appropriately.

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5 Customer Responsibilities

To enable timely resolution, you agree to:

1. Provide complete and accurate information when raising a ticket (steps to reproduce, relevant logs, screenshots, error messages).

2. Ensure your personnel who interact with Airgentic Support are adequately trained on your systems and the Airgentic Service.

3. Maintain reliable internet connectivity and supported browsers in accordance with our technical requirements.

4. Make reasonable efforts to implement workarounds or patches supplied by Airgentic.

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6 Escalation Path

If you believe your issue is not being handled in accordance with this policy:

1. Reply to the ticket requesting escalation.

2. The ticket will be reviewed by a Support Lead.

3. If still unresolved, you may request escalation to the Head of Engineering.

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7 Planned Maintenance & Release Notifications

Standard maintenance windows and release processes are described in the Service Level Agreement. Where maintenance may reasonably be expected to cause user‑visible impact outside the SLA windows, Airgentic will provide at least 48 hours’ email notice to Admin‑level users and an update on the status page.

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8 Changes to this Support Policy

We may update this Support Policy from time to time. Material changes will be communicated via email or in‑app notification at least 30 days before the change becomes effective. Continued use of the Service after the effective date constitutes acceptance of the revised policy.

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For questions about this Support Policy, please contact support@airgentic.com.

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©  2025  Airgentic Pty Ltd. All rights reserved.

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