Support
At Azion, you’re served by a team of engineers who are specialized in performance, security, high availability, and scalability of content, web applications, and APIs, especially in mission-critical environments.
Whether you’re new or you’re increasing the usage of products, Azion wants to provide the right resources to support your success. Customer Support offers the expertise to help you do amazing things with Azion.
Technical Support
Section titled Technical SupportAzion’s technical support levels cover development and production issues for all products and services, along with other key components:
- “How-to” questions about Azion services and features.
- Troubleshooting for the use of Azion products, together with customer resources.
- Troubleshooting for the Azion platform.
Azion Technical Support excludes the following:
- Accessing and modifying the customer’s infrastructure external to the Azion’s network.
- Developing, modifying, and debugging the client’s applications.
- Approving and modifying the customer’s infrastructure, even if it’s requested or recommended by Azion to facilitate integration or resolve any issues.
- Investigating solutions to issues within the customer’s infrastructure or its suppliers that directly affect the usage of Azion’s services.
Service Channels
Section titled Service ChannelsThe Developer service plan offers unlimited access to documentation, guides, whitepapers, and bug reports. Customers with the Business service plan have access to technical support 24/7 via ticket and email. The Enterprise and Mission Critical service plans have support access 24/7 via ticket, email, and phone, and 8/5 access to R&D Engineers through ticket and phone.
- Support portal for Business, Enterprise, and Mission Critical plans.
- Phone +1 (833) 33-AZION (support in English), 0800 883 6313 (support in Portuguese), and +52 800 872 0565 (support in Spanish), for Enterprise and Mission Critical service plans.
- [Email](mailto: support@azion.com) for Business, Enterprise, and Mission Critical service plans.
The opening of an online ticket by one of the contacts previously authorized and configured in the tool by the customer is essential to guarantee the authentication and authorization of the contact.
| Service Plan | Technical Support Channels |
|---|---|
| Developer | Unlimited access to documentation, guides, whitepapers, and bug reports. |
| Business | Support 24/7 via ticket and email. |
| Enterprise | Support 24/7 via ticket, email, and phone, 8/5 access to R&D Engineers through ticket and phone. |
| Mission Critical | Support 24/7 via ticket, email, and phone, 8/5 access to R&D Engineers through ticket and phone. |
For more detailed information about the Azion Service Plans, see Pricing options.
Response time
Section titled Response timeThe response time depends on the type of Service Plan contracted and the severity of the support request. The time elapsed between the opening of the ticket and the start of actions taken by Azion is counted.
Ticket severity
Section titled Ticket severityThe goal is to provide an appropriate response time to each case based on the impact on your business. Opening tickets with the correct severity level will help the team get you in touch with the appropriate support professionals and within the appropriate response times.
To understand how Azion regards the severity of tickets, see the table:
| Ticket Severity | Definition |
|---|---|
| General Guidance | You have a question or want to request a feature. |
| System impaired | Non-critical functions of your application are behaving abnormally or you have an urgent development question using Azion products. |
| Production system impaired | Important functions for your application are compromised or degraded. |
| Production system down | You have no way around the problem and your business is significantly impacted. Important functions of your application are unavailable. |
| Business-critical system down | You have no way around the problem and your business is at risk. Critical functions of your application are unavailable. |
Severity of cases and response times according to service plans
Section titled Severity of cases and response times according to service plansDeveloper Service Plan: N/A
Business Service Plan:
- General guidance:
<24 hours(business hours) - System impaired:
<12 hours - Production System impaired:
<4 hours - Production system down:
<2 hours - Business-critical system down:
N/A
Enterprise Service Plan:
- General guidance:
<24 hours(business hours) - System impaired:
<12 hours - Production System impaired:
<4 hours - Production system down:
<1 hour - Business-critical system down:
<15 minutes
Mission Critical Service Plan:
- General guidance:
<12 hours(business hours) - System impaired:
<12 hours - Production System impaired:
<2 hours - Production system down:
<30 minutes - Business-critical system down:
<15 minutes
Resolved cases
Section titled Resolved casesAs soon as the Azion team responds to your ticket, they’ll work with you to identify and resolve the issue. The case is considered resolved if:
- You agree that your problem has been fixed or your question has been answered.
- You agree that the source of the problem isn’t with Azion.
- You haven’t responded to an inquiry or request from Azion for four (4) days in a row.