Airgentic Support Policy
Last updated: 27 September 2026
This Support Policy describes the scope, channels, and target response times of the customer 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.
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. Those are available under a separate professional-services statement of work.
- Third-party hardware, software, or network issues outside Airgentic's control.
- Training of end users beyond basic how-to guidance.
2 Support channels
You can email a support request at any time to support@airgentic.com. We reply during Support Hours.
Guides and how-to articles are in the Help Centre.
An Urgent (S1) issue can also be raised by calling 0403 984 600. Please email support@airgentic.com as well, so the request is recorded.
3 Support Hours
Airgentic engineers are available Monday to Friday, 09:00–18:00 Australian Eastern Standard Time (AEST) or Australian Eastern Daylight Time (AEDT), whichever is in force in Sydney, excluding Australian national public holidays ("Support Hours").
A request emailed outside Support Hours is triaged at the start of the next Support Hours.
4 Severity levels and target response times
We categorise requests by impact and target an initial human response within the times below. Those times are measured in Support Hours. A resolution time depends on the issue and is not guaranteed.
A business hour and a business day are Support Hours.
| Severity | Definition | Target first response |
|---|---|---|
| Urgent (S1) | Production system completely unavailable for all users, no workaround. | 4 business hours |
| High (S2) | Major functionality impaired for many users; workaround exists but is not practical. | 1 business day |
| Normal (S3) | Partial loss of functionality or a single user blocked; reasonable workaround exists. | 2 business days |
| Low (S4) | Cosmetic issues, general questions, feature requests. | 3 business days |
For an Urgent (S1) issue, call 0403 984 600, then email support@airgentic.com.
5 Customer responsibilities
To enable a timely response, you agree to:
- Provide complete and accurate information when raising a request: steps to reproduce, relevant logs, screenshots, and error messages.
- Ensure the people who contact Airgentic Support are adequately trained on your systems and the Airgentic Service.
- Maintain reliable internet connectivity and a supported browser.
- Make reasonable efforts to implement workarounds or patches supplied by Airgentic.
6 Escalation path
If you believe your issue is not being handled in accordance with this policy:
- Reply to the email and ask for the request to be escalated.
- If it is still unresolved, you may ask for it to be escalated to the Head of Engineering.
7 Planned maintenance and 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 those windows, we email Admin-level users at least 48 hours beforehand.
The latest check of the web and API, chat, and search, and any incident note, is at status.airgentic.com.
8 Changes to this Support Policy
We may update this Support Policy from time to time. If a change is material, we email affected customers at least 30 days before it takes effect, and we update the Last updated date on this page. The email states the date the new version takes effect.
For questions about this Support Policy, email support@airgentic.com.
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