Service and Help Desk Operations
Aether’s Service and Help Desk operations are managed from its primary support centre in Auckland, New Zealand, with extended coverage to support customers across multiple time zones.
Category | Details |
Standard Hours | Monday – Friday, 8:00 AM – 6:00 PM (NZST/AEST) |
Critical Support | After-hours / critical incident support is available for high-severity issues such as system outages or security incidents. |
Support Channels | Customers can contact Aether via email ( |
Future Expansion | As Aether expands globally, additional regional coverage (e.g., EMEA and North America) will be introduced. |
Operational Reporting
Aether provides ongoing visibility and reporting on our performance through a collaborative approach:
Quarterly Service Reviews: An optional quarterly review covering platform metrics as well as Aether team service delivery metrics.
Ongoing Collaboration: Continuous partnership between the Aether Customer Success team and the Customer Key Contact is maintained to identify and track progress toward key project goals, address any service concerns, and coordinate training requirements.
Releases and Update Policy
Aether manages updates through a controlled release process, designed to maintain platform stability while delivering essential security and performance improvements.
Critical security patches and necessary maintenance updates are applied automatically to ensure continued protection, compliance, and reliability of the platform. All such updates are scheduled outside of standard business hours wherever possible, and written notification is provided in advance for any rare maintenance requiring down time.