Support guidelines
Find how to reach Azion Support, what each support tier includes, how to rate the severity of a ticket, and the response time for each severity.
Azion Support gives you access to support resources, support channels, and engineers who help with issues related to the use of Azion products and services. What you can access depends on the support tier your contract includes. These guidelines define the tiers, the channels, the ticket severity levels, and the response time for each severity.
Support resources
These resources need no ticket, and they are open to every support tier:
To search every page of the documentation, refer to Azion documentation.
Support tiers
Azion offers four support tiers: Developer, Business, Enterprise, and Mission-Critical. Developer Support is included in every Azion contract at no additional cost. Each tier includes all the features of the tier before it:
| Feature | Developer | Business | Enterprise | Mission-Critical |
|---|---|---|---|---|
| Documentation, guides, whitepapers, bug reports, learning resources, community support, and Azion Copilot | Yes | Yes | Yes | Yes |
| Support cases by ticket and email, 24 hours a day, 7 days a week | No | Yes | Yes | Yes |
| Support by phone and video call | No | No | Yes | Yes |
| Access to R&D Engineers by ticket and phone, 8 hours a day, 5 days a week | No | No | Yes | Yes |
| Response time commitment | No | Yes | Yes, shorter than Business | Yes, shorter than Enterprise |
| Integration Services | No | 5 hours per year | 20 hours per year | 60 hours per year |
| Best Practices Review | No | No | 20 hours per year | 40 hours per year |
| Business Events Support | No | No | 1 event per contract year | 100 hours per year |
| Technical Account Manager | No | No | No | 20 hours per month |
Business Support accepts an unlimited number of support cases from authorized contacts. Developer Support has no access to the ticket, email, phone, or video call channels, and it carries no response time commitment or SLA.
The professional services that a tier includes replace the services of the tiers below it. They do not add up. Each service keeps its own scope, limits, and conditions.
Paid support tiers require a minimum commitment of 12 months, and Azion bills them as a Support Fee. For the fee of each tier, refer to Pricing.
Support tiers are a separate dimension from the Hobby, Pro, and Enterprise service plans.
Service channels
Business, Enterprise, and Mission-Critical Support open support cases through these channels:
| Channel | Availability | Support tiers |
|---|---|---|
| Support Center | 24 hours a day, 7 days a week | Business, Enterprise, Mission-Critical |
| Email: support@azion.com | 24 hours a day, 7 days a week | Business, Enterprise, Mission-Critical |
| Phone in English: +1 (833) 33-AZION | 24 hours a day, 7 days a week | Enterprise, Mission-Critical |
| Phone in Portuguese: 0800 883 6313 | 24 hours a day, 7 days a week | Enterprise, Mission-Critical |
| Phone in Spanish: +52 800 872 0565 | 24 hours a day, 7 days a week | Enterprise, Mission-Critical |
| R&D Engineers, by ticket and phone | 8 hours a day, 5 days a week | Enterprise, Mission-Critical |
Enterprise and Mission-Critical Support also include support by video call.
Only a contact that the customer authorized and configured in the Support Center can open a ticket. The authorization is how Azion authenticates the contact. To open a ticket, refer to Open a support ticket.
Azion provides technical support in the language of the country where Azion was contracted: English, Spanish, or Portuguese.
Slack Channel
The Slack Channel is a paid service that connects you with Azion Support Engineers in writing, 8 hours a day, 5 days a week. It does not open tickets and it carries no response time guarantee. It requires your own paid Slack account. Enterprise and Mission-Critical customers request it from the Sales team.
What Azion Support covers
Azion Support covers development and production issues for all Azion products and services:
- Questions about how to use Azion products and features.
- Troubleshooting for the use of Azion products, together with your resources.
- Troubleshooting for Azion Web Platform.
Azion Support does not include:
- Access to, approval of, configuration of, or changes to your infrastructure, systems, applications, origins, networks, accounts, or third-party services outside Azion Web Platform.
- Development, changes to, or debugging of your applications or code.
- Investigation or resolution of issues that your infrastructure, suppliers, third-party services, external integrations, or origin unavailability cause.
- Recommendations or configuration changes made on your behalf, unless your support tier or a contracted professional service includes them.
- Any service, feature, or professional service that your support tier does not include.
Ticket types
Each ticket has one of three types:
| Type | Purpose |
|---|---|
| Incident | Report an incident, such as a system failure or an error that needs immediate attention. |
| Request | Make a specific request, such as an integration, a solution, or a new feature. |
| Question | Ask about Azion Web Platform. |
Ticket severity
The severity of a ticket sets the response time and the team that answers it. You select the severity when you open the ticket. Azion can reclassify it according to the definitions below.
Severity levels for tickets of the Incident type:
| Severity | Definition |
|---|---|
| System impaired | Non-critical functions of your application behave abnormally, or you have an urgent development question about Azion products. |
| Production system impaired | Important functions of your application are compromised or degraded. |
| Production system down | There is no workaround and your business is significantly impacted. Important functions of your application are unavailable. |
| Business-critical system down | There is no workaround and your business is at risk. Critical functions of your application are unavailable. |
Response times
The response time is the time between the submission of a valid ticket, by an authorized contact through a service channel, and the start of action by Azion. It depends on the support tier and the severity of the ticket:
| Support tier | General guidance | System impaired | Production system impaired | Production system down | Business-critical system down |
|---|---|---|---|---|---|
| Developer | Not available | Not available | Not available | Not available | Not available |
| Business | Under 24 hours, business hours | Under 12 hours | Under 4 hours | Under 2 hours | Not available |
| Enterprise | Under 24 hours, business hours | Under 12 hours | Under 4 hours | Under 1 hour | Under 15 minutes |
| Mission-Critical | Under 12 hours, business hours | Under 12 hours | Under 2 hours | Under 30 minutes | Under 15 minutes |
Business hours are generally 9:00 AM to 6:00 PM in the country where Azion was contracted, excluding holidays and weekends. They can vary in countries with more than one time zone.
Requests that go through Azion Support
Several pages of this documentation send a request to Azion Support. These are the most common ones:
| Request | Condition | Reference |
|---|---|---|
| A higher limit, such as more workloads, certificates, or domains per workload | Azion raises a limit based on your plan | Workloads limits |
| Access to a Preview product, such as KV Store or SQL Database | The product is not enabled on an account by default | KV Store, SQL Database |
| Access to WebSocket Proxy | Business, Enterprise, or Mission-Critical Support, or a Reserved Capacity or Savings Plan contract | WebSocket |
| A copy of the PCI DSS Attestation of Compliance | Business, Enterprise, or Mission-Critical Support, and an NDA | PCI DSS |
| A copy of the SOC 3 report | Mission-Critical Support | SOC |
| A Service Credit | A ticket within 7 business days after the service failure | Service Level Agreement |
| An MFA reset | You are the only Account owner of the account | Troubleshoot Azion Console sign-in |
Resolved tickets
After the Azion team answers your ticket, it works with you to identify and resolve the issue. Azion considers a ticket resolved when one of these conditions is true:
- You agree that the problem is fixed or the question is answered.
- You agree that the source of the problem is not Azion.
- You do not answer an inquiry or a request from Azion for four consecutive days.
Other contacts
Some subjects go to a dedicated contact instead of a support ticket:
| Subject | Contact |
|---|---|
| Illegal use, or a system or network security issue, other than copyright | abuse@azion.com or +1 (833) 332-9466. For copyright notices, refer to Acceptable Use Policy. |
| A request about your personal data | dpo@azion.com |
| Peering policies | peering@azion.com |
| Peering operations | noc@azion.com |
| Azion Network Appliance | edgenode@azion.com |
| A new contract, a support tier upgrade, or a paid professional service | Sales team |