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Network Support For Customers

We Get Similar Support Questions

Our Network Support personnel are often asked very similar questions by Customers regarding their problematic Devices that operate on our network. The majority of the questions are generic and could be related to any M2M Device or M2M Application.

The Questions Tend To Be Device-Related

Not surprisingly, far more than 50% of the cases reported are related to a specific single Device issue, or generic Device operational problems (i.e., unrelated to a network issue at Aeris).

Clearly, our Network Support personnel have extensive internal tools for looking at cellular network information on Devices, and can help with these questions. So, they spend a good bit of time providing the information to Customersfor them (the Customers) to work on their Device issues.

Provide Access to Network Info on Devices

It makes sense for Aeris to provide our Customers with access to the same network informationthat can enable them to support themselves faster. Clearly, this would be a significant time savings for Aeris personnel and for the Customer, and a key differentiated feature for Aeris Network Services!

So, Aeris is working on deploying these network information toolsaccessible from the AerPort sitewhere the primary objective is to provide proactive, intelligent, self-service capabilities for Customer to identify and resolve issues with their Devices.

Deployment In Phases

Initial Phase

These new capabilities will be rolled out in phases. The first phase is focused on helping the Customer answer the following questions directly:

  • Which Device(s) may not be working properly?
  • Is a particular Device working as expected?
  • If a Device is not working properly, what are the possible causes?
  • If a Device is not working at all right now, when was the last time it worked?

Ideally, the success of this effort will be measured by a reduction in reported issues that are caused by the Devicesi.e., ones that are unrelated to any root network issue at Aeris.

Later Phases

In later phases, we will provide additional information capabilities:

  • What is the recent information on Devices that may have problems?
  • What is the current status of any problem Devices?
  • Please provide historical information/trends for unusual Device behavior.
  • Did my provisioning attempt succeed? If not, why not?
  • Etc.

We also want to perform correlation studies to identify trends and, equally importantly, identify the resolution of difficulties.

Ultimately, we want the Customers to have access to methods to performas much as practicalthe type of Device diagnostics and testing that our Network Support personnel can do:

  • Monitor network performance.
  • Initiate end-to-end tests for Devices.
  • Clear Device cellular registrations.
  • Examine usage and trends for SMS and packet data.
  • Etc.

When Will This Start?

Customers should expect to see new capabilities periodically deployedstarting by the end of March.

The AerPort portal will be enhanced to provide the Device information on the Dashboard and other screens, and, over time, links will be provided to specific tools to generate any additional data that is needed.

Feedback

Once the system is rolled out, we invite our Customers to use these new capabilities, examine the information and reports, and offer suggestions for improvement.

Specifically, we are interested in what detailed Device information would make the system and features even better? Are we providing the correct level of detail? Is there some additional standard report that would allow even easier Device issue debugging?

Once you all have had a chance to see and use the information, please let us know how well this new system is working for your Device support needs.