Emergency Support criteria

Aiir's support team is available to assist customers in resolving 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 Pro cannot open or play audio on your main studio or server machine.
Traffic or music logs won't import into Auto Importer.
Data Controller is having issues receiving or sending commands.

If you are a PlayoutONE Pro customer and your station is dealing with one of the issues above, you can report it by calling:

Europe: +44 (0) 333 444 7000
North America: +1 888 844 2447

One of our on-call support specialists will investigate and contact you as soon as possible. This may be by email during regular support hours if the issue does not meet the criteria above.

Aiir reserves the right to charge customers who repeatedly misuse the emergency phone line for matters which do not meet the criteria set out on this page.

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 steps you can take to try to resolve these issues yourself.

If your PlayoutONE licence has expired after being in Grace Mode due to a billing issue, our on-call support specialist cannot reinstate your licence over the phone. You will need to email accounts@aiir.com.

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.

🌐 Content Management System (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

Mobile apps and Alexa skills being inoperable will be treated as an emergency if the following criteria are met:

An app will not load up the home screen, leaving it unusable on multiple devices, except when it's related to a billing issue.
Multiple stations/customers are experiencing the same issues with their mobile apps or Alexa skills.

An app or skill not being available in a store or the stream not playing is not regarded as an emergency, as these issues can typically be resolved by customers or are caused by a third party.

💻 Websites

Public-facing websites being unavailable will only be treated as an emergency if all websites are unavailable, or more than one from different customers.

Individual websites being unavailable is usually caused by a DNS issue or the domain name expiring, which would need to be resolved with your domain registrar.

🔊 Streaming

Stations being unavailable via Aiir Streaming will be treated as an emergency if the issue is platform-wide, affecting multiple streams from different customers.

Individual streams being unavailable is usually caused by a local encoding issue or disruption to the station's internet connection, which Aiir cannot resolve.

💬 Audio.co

If Audio.co is unavailable to all users, this will be treated as an emergency. Issues with individual newscasts or ads will be resolved in our regular support hours.

As Audio.co relies on third-party APIs from OpenAI and ElevenLabs, in the event these suffer outages, Aiir will be unable to immediately resolve the issue. We will, however, closely monitor the situation and take steps to mitigate its impact.

Any other support questions will be answered the next working day.