SUPPORT POLICY

To ensure maximum customer satisfaction, AETA is committed to providing long-term support for its products. Beyond the 2-year warranty period, and during the many years that your equipment will remain functional, AETA undertakes to :

• Repair your devices, whatever their age, as long as the components are available, whether in stock or on the market.
• Work on critical software updates for all equipments still in use.
• Offer innovative functionalities on the current generation of products.
• Continuously improve the safety of our devices.

For assistance, please follow these steps:

Before contacting us, please check the following points:

• Have you subscribed to a support contract?
• Is the unit running the latest firmware version?
• Have you read the user manual for the product in question and the application note (https://www.aeta-audio.com/note-application/ ) which may help you?
• Have you purchased directly from AETA or through an integrator or distributor? If so, please contact them first.

When you call us, please have the following information to hand:

• Unit type.
• Serial number.
• Firmware version.
• Make sure the unit is connected to the Internet and that remote assistance is activated.

Our approach to support:

In order to guarantee impeccable customer service to its direct customers, AETA distributes its technical support according to a clear policy.

At AETA, we make a clear distinction between different types of support:

• Pre-sales support: We answer questions free of charge during test phases.
• After-sales support: For products already sold, we always ask for the customer’s name and serial number.

Differentiation between warranty, repair and support:

If a device appears to be defective, we first consider it as support.

If, after analysis, the device is indeed faulty, the unjustified support time already invoiced will be credited to the repair invoice or credited back to the support contract.

After-sales support model :

• Definition of technical assistance:

The following actions are included in the technical support service:

• • Meetings with the client
  • Telephone conversations with the client
  • Reading and responding to technical emails
  • In-house technical work (development, meeting preparation, testing, log analysis, etc.)
  • Assistance in resolving technical problems preventing the proper functioning of the solution in production
• For all customers:

Access to firmware updates available on our website. These contain critical improvements (blocking bugs, security…).

• For customers holding a support contract:

Access to all firmware updates. These contain critical (critical bugs, security breaches…) and general improvements.

• For sales:

With the purchase of a new device, 5 hours of technical assistance are offered during the 3 months following shipment. Additional support is subject to a fee.

• For rentals:

One hour of technical assistance is included for the duration of the rental.

• Support contracts:

AETA offers its customers the possibility of subscribing to different levels of support contracts. When a support contract is active, the customer can benefit from evolutionary firmware updates including the very latest AETA functionalities, according to its classic innovation process. Any request for specific upgrades and/or upgrades with a time constraint may be subject to an additional quotation. requests from customers holding a support contract will however be treated with higher priority.

Beyond that, a quota of technical assistance according to the level of support contract:

• Basic: 1 hour/year. Time step: 30 minutes.
• Bronze: 5 hours/year + preferential rate if exceeded.
• Silver: 10 hours/year + preferential rate if exceeded.
• Gold: 50 hours/year + preferential rate if exceeded.
• Platinum: limit of technical assistance time not defined.

In the absence of a global contract, all urgent support requests are billed on a per-request basis in 30-minute increments.

Support opening hours:

• Business hours: 9 a.m. to 5 p.m.
  • Outside these hours, a surcharge applies.
• Response time by email: within 8 working hours.

Our commitments:

As a pay-as-you-go service, we guarantee professional support: fast, well-documented answers, so you don’t have to ask the same question twice.

Information about SIP

Serveur SIP AETA

General conditions of use of the service:

1. Purpose of the policy

This policy defines the conditions under which AETA Audio Systems technical support is provided. It specifies the commitments of support, the obligations of the customer, the limits of AETA’s liability, and the situations excluded from any coverage.

2. Customer obligations

The customer undertakes to :

• Regularly read the messages in his customer area or in the contact e-mail (maintenance notifications, planned unavailability, alerts).
• Take appropriate measures with regard to AETA’s communication (maintenance, best practices, etc.).
• Be available by telephone for any request for assistance.

3. Maintenance and planned outages

• Planned maintenance operations are announced at least 72 hours in advance via the customer area or by e-mail.
• These interventions are outside AETA’s sphere of responsibility: they cannot be the subject of complaints.
• Urgent maintenance is carried out in the event of technical necessity or security breach; its impact is reduced to a minimum.

If you have been warned, any complaint or request for compensation will be refused.

4. Disclaimer

AETA support does not cover :

• Requests made through any channel other than the AETA support team.
• Breakdowns due to misuse of the service or lack of cooperation on the part of the customer.
• Delays due to a customer who cannot be reached after notification.
• Interruptions due to scheduled maintenance, late payment, force majeure or external attacks.

5. SIP service availability

Availability is a key indicator of the quality of AETA’s SIP service components. It is expressed as a percentage and evaluated monthly, on a 30-day basis (i.e. 720 hours).

Monthly availability is calculated as follows:

[(720 hours – Total downtime over the calendar month) / 720 hours] × 100

Service level availability targets :

Measurements are taken monthly using a method validated by AETA, and stored for 6 months. All reports of failure or unavailability must be made by telephone via the dedicated hotline. Reports received via any other channel will not be taken into account.

Depending on the number of SIP accounts used annually by the client, they are entitled to a fixed amount of AETA technical support time:

– More than 20 SIP accounts: 1 hour of annual technical support

– More than 100 SIP accounts: 2 hours of annual technical support

– More than 200 SIP accounts: 5 hours of annual technical support

7. Important

If you fail to comply with the procedures or obligations described, support will not be able to intervene, and no recourse will be possible.

Any situation covered by this policy cannot be the subject of any subsequent claim.