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CUSTOMER SUPPORT AAE offers comprehensive technical support services for all products and systems that are sold by AAE. AAE’s in-house technical support staff is able to diagnose and correct problems remotely via the Internet, if system access is available. Technical support staff has access to systems, hardware, and software engineers in the event that they are required to correct any issues that may arise. A brief summary of typical technical support services includes the following:
Here you will find information about the following AAE support services:
Requests for technical support should be routed to AAE’s help desk. Help desk requests are monitored by AAE’s senior personnel. AAE personnel work hard to answer each request in a timely manner. Warranty issues are coordinated through the help desk. When necessary, an RMA will be issued and advance replacements may be released. To reach the AAE Help Desk, please choose one of the following options: Email: helpdesk@aaesys.com Phone: +1-408-732-1710 Fax: +1-408-732-3095 Extended Support: AAE offers warranty support for its products and systems. AAE enhances its warranty support by offering extended support. The extended support that is available at AAE includes annual software maintenance support, remote system diagnostics, and technical assistance. AAE offers two (2) extended support service options: software maintenance support and remote diagnostics support. Software Support The annual software maintenance support ensures that the customer receives all software updates applicable to their system during the contract period. Software patches will also be provided as needed to correct features or problems. Remote Support The remote diagnostic service option allows AAE’s technical support staff to remotely connect to a customer network (access and permission by the customer is required) and observe the problems and symptoms firsthand. Typically, in situations that require remote diagnosis, the problem is either corrected on the spot, or in the case of a hardware problem, a remedy is recommended. 
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