Helpdesk - FAQ
This section contains Frequently Asked Questions (FAQ) in relation to our Helpdesk and Support services.
If you can not find the relevant information you are looking for within this guide, then please use the Ask Us form to notify us. If we think your suggestion would benefit everyone we will extend the FAQ accordingly.
Helpdesk Frequently Asked questions
- I've heard of something called Halo, what is it?
Halo is our dedicated HelpDesk portal. It is accessible to customers only and provides a single entry point to dealing with HelpDesk related issues. It can be used to report faults, make enquiries or request enhancements.
It provides total transparency to our internal workflow processes, allowing you to see exactly where in our system your Ticket is, who is working on it and the current status.
Halo also provides access to our Knowledge Base, customer specific Release Notes and our Navigation Data pages.
- Do AirData provide 24/7 support?
Yes! Our knowledgeable and friendly Support Engineers are available 365 days a year, 24hrs a day. We provide a dedicated telephone number for our HelpDesk, a dedicated email address and our unique HelpDesk Portal "Halo".
AirPlan4 also incorporates a "Status" page, which can be used to gain an instant overview of the system (including functionality to transmit SMS messages, in the event of a problem).
- Do you provide onsite support?
Where a customer has one of our products in an on-site version we of course offer on-site support (site visit). This can be as part of the contract or on an ad-hoc basis.
Our current Fee Schedule will apply to ad-hoc visits.
- Do your HelpDesk staff understand my problem?
Well that would depend on what precisely your problem is! But rest assured that all our HelpDesk staff have been recruited from either a Technical or an Aviation focused background.
We operate a policy of problem ownership, so any request to our HelpDesk is assigned to one of our Customer Support representatives and they will have responsibility for your issue until it is resolved. However, our HelpDesk Portal Halo, provides a mechanism that allows our teams collective experience to be focused on resolving your issue.
