Aeris Infinity Support

Setting new standards for the IoT / M2M industry.

Recent research shows that service and support capabilities are critical considerations when selecting an IoT / M2M service provider. Unfortunately, most service providers are ill-equipped to rise to the challenge. Typically, mobile operators only focus on the needs of the consumer handset market. Often, they do not have processes and tools optimized for servicing IoT / M2M deployments, where issues can be a complex mix of network, application, and device interplay. The impact of sub-standard support can be devastating, resulting in increased downtime, reduced operational efficiency, and lost profitability. Infinity Support™ meets the challenge head-on.


When problems occur, we resolve them as quickly as possible. Offered in multiple, flexible packages, Infinity Support includes full support five days a week, with ten-minute response times, and proactive monitoring and issue identification. Staffed by IoT / M2M experts, and powered by the Aeris IoT Services technology stack, Infinity Support sets a new standard in the industry.

Transparency and Commitment

Our valued customers are at the heart of everything we do. We communicate honestly and openly—treating you as we would want to be treated. That transparency allows you to make better informed decisions in managing businesses and customers. Your needs always come first—we won’t stop until you’re satisfied.

Aeris Support Use Cases:

As businesses grow, issues can arise. This is nothing new. The real issue companies should consider is how fast, and how well, resolution is delivered so that business is not disrupted and customers are not affected.

The following use cases are specific issues that arose with Aeris customers. But remember, regardless of the issue, Aeris, as your technology partner, can help resolve it quickly and efficiently.
It’s what we do.


Aeris mobilized multiple partners to align and troubleshoot the network end-to-end when devices were not reporting consistently on a specific network. A firmware patch then was deployed nationwide that fixed the issue and allowed the carrier provider to re-enable the original configuration setting. Read the entire use case here.

Asset Tracking

Carrier-agnostic Aeris used network steering to direct devices away from a primary carrier with an issue onto another carrier where data performance is improved. Read how we did it here.


After extensive troubleshooting using data from Aeris’ monitoring systems, as well as joint troubleshooting with Aeris’ MNO partners, it was determined that the root of this problem existed between the roaming and the home MNO network. Read the entire solution here.

Medical Equipment

Aeris moved the affected devices to another cell tower on another carrier network. This immediately allowed the devices to start accessing data services. Once service was recovered, Aeris continued to work with its carrier partner to understand what had caused the original problem. Read more.


Aeris was able to pinpoint the issue to a network anomaly on a roaming partner where devices were not receiving an identify request from the network after a network purge. Read the entire story of how this issue was resolved.


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