Support tiers

No - we do not require a minimum subscription level for Essential or Enterprise support.

Please subscribe to status updates on our status page: status.aerisweather.com

Priority 1 – Four (4) hours: Means an application defect that materially impairs global functionality or results in a regional outage, in each case for an in-production customer implementation, where the workaround is difficult and/or not obvious.

Priority 2 – One (1) business day: Means any defect with the Application that is impacting your implementation that is not a P1 Issue.

Priority 3 – Three (3) business days: Means a request that does not relate to an application defect.

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.

Standard SLA levels are 99.5%

You are welcome to subscribe to our status page but advanced status reporting is available only for Enterprise support subscriptions.

This is done using organization accounts.

We do not offer a live chat feature at this time.

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.