A key differentiator between Aeris and a MVNO is services.
Aeris is focused on M2M, with a customer-focused approach that MVNOs just don’t provide. Since Aeris is directly involved in the complete M2M solution, it has the unique ability to create new, innovative services that are customized exactly for the customer’s critical business needs.
A MVNO is a wireless communications services provider that does not own the radio spectrum or wireless network infrastructure over which the MVNO provides services to its customers. A MVNO enters into a business agreement with a mobile network operator to obtain bulk access to network transport services at wholesale rates, and then sets retail prices independently. MVNOs depend on carriers not only for connectivity but also the tools for managing M2M applications. MVNOs rely on core billing services from their underlying carrier.
In contrast, Aeris directly provides support to its business customers 24 hours a day, 7 days a week, 365 days a year.
Aeris is solely focused on M2M deployments with a support team that has direct visibility into how all the devices are performing on the network. This enables Aeris to resolve customer issues proactively at a speed that MVNOs and carriers cannot match.
Since Aeris owns and operates its own network, the Network Support Engineers have access to systems and data that have been designed to provide extensive logging and monitoring functionality—optimized for M2M—that provide information well beyond what any other MVNO or carrier can provide.
Access to these data and traffic tools are also available to customers who can use the information for their own purposes.
Additionally, the device information (provisioning state, billing rate plans, network location, etc.) as well as the traffic information (number of SMS messages sent, quantity of bytes used, etc.) are made available through XML/SOAP Application Programming Interfaces (“API”) and also through the Aeris human web portal called AerPort.
To emphasize its commitment to support and services, Aeris in May released Infinity Support. Offered in three packages, Infinity Support includes full 24/7 support, thirty-minute response time, and proactive monitoring and issue identification. Staffed by M2M experts and powered by Aeris’ proprietary and patented Made for Machines™ technology stack, Infinity Support sets a new standard in the industry.
“Infinity Support can’t be boiled down to a service level agreement. It’s much more than that. It embodies an attitude, culture, and passion that informs everything that we do,” says John Molise, vice president of operation, Aeris. “As the name suggests, Infinity Support has no end: we won’t stop until our customers are satisfied.”