AirOrchestra
AirOrchestra · a Torspan product
AirOrchestra — SupportWrite a sentence. A person reads it.
Support is in writing, at admin@torspan.com, Monday through Friday, Pacific time. Every message is read the business day it arrives and answered in writing by the end of the next business day. A question, a change, a new man, a new job, a report you want shaped differently — that is all the same lane and it is all included.
There is one level of support and you already have it. Not a queue, not a tier, not a success manager, not a bot that asks you to describe the issue in a box. There is nothing here to upgrade to.
What you actually get
Written to be kept, not to win a comparison chart.
One address, and a person reads it
admin@torspan.com. Every message is read the business day it arrives and answered in writing by the end of the next business day. A question, a change, a new man, a new job, a report you want shaped differently — that is all the same lane and it is all included.
There is no form on this site, no chat window waiting to open, no calendar to book and no ticket number. You write a sentence; you get a sentence back, from somebody who can change the code.
A reply is not a fix
A reply by the next business day is a promise that a person is reachable. It is not a promise about how long a repair takes, and nothing on this page implies one, because how long a repair takes depends entirely on the fault.
Vendors lose trust on the second promise, not the first. So we make the first one and we do not make the second.
Most of the time you will not need us, and that is the design — not a compliment we are paying ourselves.
Four things you will not find here, and the reason for each
Every one of them is normal in this category, and every one of them would make this page look more serious and be worth less.
| Not offered | Why not |
|---|---|
| A credit schedule in percentages | There is one remedy and it is in the terms: if a fault of ours keeps you from working for more than twenty-four hours in a calendar month, that month is free, applied on our side without your asking for it. A credit you have to claim is a credit designed not to be claimed. |
| A priority tier | There is nowhere to buy your way up to, because there is nowhere up. If there were a faster lane, it would mean the ordinary lane had been made slower on purpose so somebody could sell the difference. |
| A success manager between you and the code | The layer exists to protect engineers from customers. When the person you reach cannot change the thing you are complaining about, you are being managed rather than helped. |
| A promise that somebody drives out | Setup is remote and support is remote, and it is identical whether you are forty minutes away or two thousand miles. A truck at your door is a promise about a calendar, not about the fault, and it is the first promise a vendor breaks. |
And there is no charge anywhere in here. Support is in the price on the price page, there is one price, and it does not have a support line under it. If you ever get an invoice with one, you do not owe it.
When something breaks, here is what you are told
When something of ours is down, you hear it from us by email, from a person, with what happened and when it came back — not a status badge nobody watches. If we can't fix it today, we say that today, with what we're doing about it and when. A silence is not an estimate.
We look at your record only with a reason — a plan or a report to read before it counts, a fault you reported, the system to keep running — and every opening is written down with the date, the person and the reason. You can ask for that record and get it.
No uptime percentage is printed here, or anywhere, until one has been measured over a stated period — and then it is printed in the terms. What is written down instead is the remedy: more than twenty-four hours of a fault on our side in a calendar month, and that month is free. → The terms
Write a sentence. A person reads it.
No form, no chat window, no calendar, no ticket number. If your question is whether this fits your shop, say how many jobsites you usually have running at once and you will get a written answer.
It tells you what it hasn't read. That's why you can believe the rest.
Where it runs, who can open it, and how you leave. Your records →