Support & Onboarding
Complete Guidance From Implementation Through Daily Operations
We're here to help you deploy your communication system so your staff is confident with every feature.
From Day One to Day 1000: One In-House Team
From rapid onboarding through long-term support, you work with one in-house team of experts who collaborate daily with developers and understand both the technology and airport operations.
No outsourced call centers. No scripts. Just experts who understand both the technology and your operational environment.
Getting Your Team Operational
One System to Learn. Every Scenario to Master.
Learn ONE unified system for all passenger communication - audio and visual. When emergencies strike or gate changes cascade, your team uses familiar tools that work.
Learning Time by Role
Gate Agents
Operational in 1 hour using role-specific interfaces
Supervisors
Proficient in 2-3 hours including automation features
Administrators
Complete system mastery in half a day
Technical Staff
Full configuration and integration expertise in 1-2 days
Compare this to weeks of learning across multiple traditional systems—display management, PA control, emergency broadcast, and various integration platforms.
Three Ways to Enable Your Team
CX Introduction Webinar
FREE training available now - no commitment required
Join our expert-led sessions and discover how unified communication transforms critical infrastructure operations. See real demonstrations of managing communication workflows across multiple touchpoints - all from one interface.
Self-Service Knowledge Base
Step-by-step tutorials available 24/7
Each tutorial includes prerequisites, step-by-step instructions, and troubleshooting tips. Updated continuously as features evolve.
What’s covered:
Display setup and template management
Voice announcements and TTS configuration
User interface customization
Zone management
Emergency protocols and scenarios
Customized Implementation Training
Expert-led sessions tailored to your deployment.
Our QA specialists and product managers who configure your system can provide hands-on training tailored to your exact setup.
Available Training Services:
Hands-on sessions in your environment
Role-specific modules for each user type
Recorded sessions for future reference
Quick reference guides
Support during go-live period
Support Worth Talking About
"We haven't had to engage with support services quite a bit. We do engage with support for upgraded features or airlines are so excited about the automated paging they change their scripts all the time. The Simpleway support is fantastic! I really get great response from them and I love talking to those guys."
"Throughout the project, Simpleway exhibited exceptional responsiveness to all communications and tasks… ensuring that the project progressed smoothly. Post-implementation, Simpleway has continued to impress us with their proactive support services… providing timely responses and delivering new minor upgrades that enhance system performance and introduce valuable new features."
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"The Simpleway implementation team worked collaboratively, were friendly, always approachable and had the strong ability to deliver the solution … They were very dedicated to the project and always worked with us at times that suited."
"The ongoing software support has been proactive and highly responsive, with the team consistently available to address any concerns or issues that may arise. Their commitment to customer satisfaction is evident through their responsive and approachable support team, ensuring that the LRT Jabodebek continues to operate smoothly and efficiently."
"Since the initial setup in 2017, the system has continuously improved through ongoing collaboration with Simpleway. Their technical expertise and flexibility have enabled regular incorporation of new features based on our feedback. Additionally, Simpleway proactively enhances the product by consistently developing and introducing new improvements."
"What I like about Simpleway is their focus on long-term partnership rather than just being another vendor. They regularly enhance the system, provide responsive support, and contribute ideas for improvements. This has delivered operational efficiency gains, better passenger satisfaction, and ensures our systems meet compliance standards while supporting future terminal growth."
This captures what makes us different: customers actually enjoy working with our support team.
Clients Who Trust Us:
Comprehensive Support Capabilities
Our support services are designed to match your operational requirements—from standard business operations to 24/7 mission-critical environments.
Support packages are tailored to your specific needs—from essential coverage to comprehensive 24/7 operations.
Service Desk Operations
Up to 24/7 availability with direct phone access to dedicated technicians. Flexible coverage aligned to your business hours with guaranteed response times and web-based ticket tracking.
Proactive System Maintenance
24/7 automated monitoring with regular health checks and predictive analysis to prevent issues before they occur. Cloud backup services and comprehensive performance reporting keep your systems optimized.
Software & Security Updates
2-3 new releases annually with immediate security patches for critical vulnerabilities. Coordinated deployments scheduled around your operations, with automatic cloud deployment updates.
Voice & Content Management
Rapid script updates for airline changes, multi-language support across 80+ languages, professional voice talent for announcements, and automation adjustments that adapt as your operations evolve.
Solution Services
Comprehensive consultation and development services tailored to your specific operational requirements.
System architecture consultation and integration
Training and knowledge transfer programs
Custom development and workflow optimization
Why Our Support Works
The Right People
The Right Process
The Right Results
Security & Trust
For over two decades, Simpleway has been protecting critical airport and transit infrastructure worldwide. We continuously monitor and protect Airport CX systems with advanced security practices, 24/7 monitoring, and transparent incident reporting.
Let's Design Your Success Path
Whether you're evaluating one of our solutions or ready to onboard your team, we'll match training and support to your operational needs.