Opening a Ticket
Use tickets to send queries, suggestions or issues that occur while using our products.
Each ticket has a service flow, depending on the type, priority and the agreed SLA.
To open a ticket, go to Real-Time Manager using your account and click on the Support item.
In the Tickets window, click on the New support ticket item and fill in the fields below, as appropriate:
|Subject||Add a title, so as to identify your ticket|
Production System Impaired
Production System Down
Business-critical System Down
|Description||Describe your requirements|
Description of the Severity levels
|General Guidance||You have a query or a question about some of the functionality.|
|System Impaired||Non-critical functions of your application are behaving abnormally or you have an urgent query about development using Azion products.|
|Production System Impaired||Important application functions are compromised or impaired.|
|Production System Down||You are unable to resolve the problem and your business is severely affected. Important application functions are unavailable.|
|Business-critical System Down||You are unable to resolve the problem and your business is at risk. Critical application functions are unavailable.|
Click on the Submit button
Whenever you have a problem, please open a ticket using our ticket system. We need the following information so that we can react quickly:
- Which URL, in your Azion set up, are you having problems with?
- What is the normal behavior? What is wrong?
- In what situation did the problem occur? (Browser, application, operating system, internet operator, type of connection with the internet)
- What are the steps to recreate the problem?
- Using the device that is giving problems, go to URL http://netinfo.azion.com and note the value that appears next to the UUID field.
Monitoring Open Tickets
To monitor tickets that you have opened on our system, go to Real-Time Manager using your account and click on the Support item.
In the Tickets window, click on the Check ticket status item. When you first open it, you will see the Open os Pendig tickets. You can click on All tickets to check on all other tickets.
Didn’t find what you were looking for? Open a support ticket.