Emergency Support criteria
Aiir's support team is on hand to help customers resolve any technical issues they may encounter with our products and services.
Our regular support hours are:
- Europe: Monday-Friday 9am-midnight (GMT)
- North America: Monday-Friday 1am-4pm (Pacific) / 2am-5pm (Mountain) / 3am-6pm (Central) / 4am-7pm (Eastern)
🎚️ PlayoutONE Pro
Outside of those times, emergency support will be provided to eligible customers with the following issues:
- PlayoutONE cannot open or play audio on your main studio or server machine.
- Traffic or music logs won't import into Auto Importer.
- Data Controller issues with receiving or sending commands.
If you are a PlayoutONE Pro customer and your station is off-air, you can call us:
- Europe: +44 (0) 333 444 7000
- North America: +1 888 844 2447
Any non-emergency requests or requests from PlayoutONE Standard customers with a support subscription should be directed to support@aiir.com for the quickest response.
As issues with LiveMIC or WebVT are localised to your specific PlayoutONE environment, they cannot be resolved by Aiir outside of our regular support hours. There are a few quick things you can do to try and resolve these issues yourself.
🌐 CMS (on.aiir.com)
The following issues affecting our web platform will also be resolved outside of our regular support hours:
- "on.aiir.com" isn't loading, running slower than usual, or showing nothing but an error.
- Studio Inbox is not loading or has a blank page.
- The WYSIWYG editor is not appearing for more than one person.
- Now Playing information is not updating for all stations.
📱 Mobile apps and Alexa skills
- An app will not load up the home screen, leaving it unusable, except when it's related to a billing issue.
- Multiple stations/customers are encountering the same issues with their mobile apps or Alexa skills. If you know any other stations using Aiir's services, check if their apps or skills are working.
An app or skill not being available in a store or the stream not playing are not regarded as emergencies as these can typically be solved by customers or are caused by a third party.
💻 Station websites
- All station websites are unavailable, or more than one from different customers. Only one website being unavailable is usually caused by a DNS issue or the domain name expiring.
Any other support questions will be answered the next working day.