Support Policy

Airy Team is the company that strives to provide the highest level of service to help our customers make the best use of our software products through effective and responsive support.

The following table sums up the support services that we provide:

Description Availability
Email Support Public mailbox
Response Time by Email, business hours 16
Wiki Yes
Sales Support by Phone Optional
Remote Debugging* Optional
Pricing FREE

*Remote debugging is limited to problems that can’t be resolved by email and provided at a pre-scheduled time and date, based on availability and during Airy Team Support Hours.

Support Hours

Support is provided in English during CET – Central European Time – business hours: Monday through Friday, 8:00 a.m. to 5:00 p.m., CET, excluding holidays.

Note: After-hours support is available on customer’s request and limited to critical problems only.

Support Eligibility

Technical support is provided for issues that are demonstrable and reproducible in the currently shipping release(s) of Airy Team products, running unaltered, and on a hardware and operating system configuration, as specified in program documentation.

Disclaimer

Airy Team makes no warranty or guarantee regarding the resolution of technical issues. Customer Support is a service that offers our customers the ability to interact directly with an Airy Team representative, who will strive to assist in answering questions, resolving technical issues and addressing usage, installation and configuration matters.

In addition, our response times may be affected if a customer fails to provide requested information and/or refuses to provide Airy Team with remote access to the customer`s relevant network(s) or system(s), as applicable. We make our best effort to resolve problems as expeditiously as possible.