The standard AirTeq Support service level applies to all customers. You will receive a first substantive response no later than within two weeks.

SUPPORT HOURS

• Monday to Thursday: 09:00–16:00 CET/CEST

• Friday: 09:00–12:00 CET/CEST

• Saturday, Sunday and Dutch public holidays: closed

A request received outside support hours is registered immediately. Handling takes place during AirTeq Support opening hours.

STANDARD SERVICE LEVEL

• First substantive response: no later than within two weeks.

• Resolution: depends on the nature of the request, the information required, and any parts or external parties involved.

WHAT IS A SUBSTANTIVE RESPONSE?

We have reviewed your request, explain the next step and ask for additional information where necessary. An automatic acknowledgement does not count as a substantive response.

WHAT INFORMATION SHOULD YOU PROVIDE?

• Organisation and location name

• Device name or serial number

• A clear description and the time the issue started

• Any error messages, screenshots and checks already performed

• Contact details for someone on site

WHEN CAN HANDLING TAKE LONGER?

Handling may take longer while we wait for information or approval, site access, a scheduled appointment, parts, or action by an external supplier or network operator.

PLEASE NOTE

Planned maintenance, external internet or power outages, changes made outside AirTeq, force majeure, project work, and administrative work orders or archive notifications fall outside regular support handling.