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 the product will remain functional, AETA undertakes to :
For assistance, please follow these steps:
Before contacting us, please check the following points:
When you call us, please have the following information to hand:
Our approach to support:
In order to guarantee impeccable customer service to our direct customers, AETA distributes its technical support according to a clear policy.
At AETA, we make a clear distinction between different types of support:
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 :
Access to firmware updates available on our website. These contain critical (proven bugs…) and general improvements.
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.
One hour of technical assistance is included for the duration of the rental.
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.
Beyond that, a quota of technical assistance according to the level of support contract:
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:
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
General conditions of use of the service:
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.
The customer undertakes to :
If you have been warned, any complaint or request for compensation will be refused.
AETA support does not cover :
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 :
| Component | Base | Silver | Gold | Platinum |
| Network components | 99% | 99,99% | 99,99% | 99,99% |
| Power supply | 99% | 99,99% | 99,99% | 99,99% |
| SIP client connection | 99% | 99% | 99% | 99% |
| Load Balancer (optional) | 99% | 99,99% | 99,99% | 99,99% |
| VLAN ProNET (optional) | 99% | 99% | 99,8% | 99,8% |
| Stockage SAN iSCSI (optional) | 99% | 99% | 99,8% | 99,8% |
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.
| Level | Response time (urgent incident) |
| Base | 2 hours |
| Silver | 2 hours |
| Gold | 2 hours |
| Platinum | 1 hour |
Additional services are available according to subscription level:
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.
