Support

Choose the best support mode for your needs.

Engineer-to-engineer support with the transparency you've come to expect. We take your mission-critical services seriously.

  • Features

  • Developers

    For developers who want to explore the potential of our platform themselves.


  • For companies that use Azion for production and need help to get the most out of the platform.


  • Mission Critical

    Online presence is critical and service performance, security, availability and scalability have a direct impact on the business results.


  • Customer Service and Documentation

  • 24x7 access to Customer Service, documentation, whitepapers and bug reports

  • 24x7 access to Customer Service, documentation, whitepapers, reporting bugs and incidents

  • 24x7 access to Customer Service, documentation, whitepapers, reporting bugs and incidents

  • Health Status and Notifications

  • Access to the Status Page Dashboard

  • Access to the Status Page Dashboard

  • Access to the Status Page Dashboard

  • Technical Support

  • 24x7 access to Support Engineers via ticket and phone

  • 24x7 access to Support Engineers, 8x5 to R&D Engineers through Ticket and phone. Access to Azion's Slack Channel (for an additional fee)

  • Who can open cases

  • Unlimited contacts / unlimited cases

  • Unlimited contacts / unlimited cases

  • Severity of cases / Response times

  • General guidance: <24 hours (business hours *)
    System impaired: <12 hours Production
    System impaired: <4 hours
    Production system down: <1 hour

  • 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

  • Go Live Support

  • Access to Support Engineers (for an additional fee)

  • Access to Support Engineers (including up to 5 Go Live events per year)

  • Training

  • Access to Azion Day (for an additional fee)

  • Access to Azion Day (including 2 Azion Days per year)

  • Custom Configurations

  • Access to creating custom configurations (for an additional fee)

  • Creating custom configurations (up to 5 sites included)

  • Best Practices Review

  • Designation of a Trusted Advisor (for an additional fee)

  • Designation of a Trusted Advisor (including up to 5 reviews per year)

  • Security Response Team (SRT)

  • SRT access (requires Azion Managed DDoS Protection Unlimited contracting)

  • Hiring model

  • Included

  • On Demand / Reserved Capacity

  • Reserved Capacity (minimum of 12 months)

* Business hours are generally defined as 9:00am to 6:00pm, in the country where Azion was contracted, excluding holidays and weekends. These times may vary in countries with multiple time zones.

Support Services Fee

  • Enterprise Support

    Minimum $150 per month

    Or, if greater than the minimum:

    • Monthly service charge of 10% for the first 10,000 dollars
      ($0 - $10,000)
    • Monthly service charge of 7% for the next 70,000 dollars
      ($10,000 - $80,000)
    • Monthly service charge of 5% for the next 170,000 dollars
      ($80,000 - $250,000)
    • Monthly service charge of 3% for over 250,000 dollars
      ($250,000 and over)

    Enterprise Support has a minimum 1-month commitment

  • Mission Critical Support

    Minimum $3,000 per month

    Or, if greater than the minimum:

    • Monthly service charge of 10% for the first 60,000 dollars
      ($0 - $60,000)
    • Monthly service charge of 7% for the next 120,000 dollars
      ($60,000 - $180,000)
    • Monthly service charge of 5% for the next 180,000 dollars
      ($180,000 - $360,000)
    • Monthly service charge of 3% over 360,000 dollars
      ($360,000 and over)
    • Slack Channel: $2,000

      An additional support channel that enables direct contact with Azion’s engineering team.

    Mission Critical Support has a minimum 1-year commitment

*Monthly charges for Enterprise Support and Mission Critical Support plans are based on each month's Azion usage charges, subject to a monthly minimum.
  • Pricing Example

    If your monthly consumption with Azion for one month was $ 90,000, then the support fee is calculated as follows:

    • Enterprise: For the first $ 10,000, 10% for support will be charged, thus totaling

      $ 1,000

    • For the next $ 70,000, 7% for support will be charged, thus totaling

      $ 4,900

    • For the remaining $ 10,000, 5% for support will be charged, thus totaling

      $ 500

    • Mission Critical: For the first $ 60,000, 10% for support will be charged, thus totaling

      $ 6,000

    • For the remaining $ 30,000, 7% for support will be charged, thus totaling

      $ 2,100

Slack channel

An additional support channel that enables you to contact Azion's engineering team directly.
It is an optional item available to Azion Mission Critical Support customers only, at a monthly cost of $ 2,000.

Limits

The usage limits for Azion's Edge Computing Platform increase according to the level of support you subscribe to.

With Developers Support, you can create up to 10 domains and 10 edge applications. Enterprise Support allows you to create 50 domains and 50 edge applications. With Mission Critical Support you can create up to 200 domains and 200 edge applications.

Build and evolve edge solutions on the Azion Platform

Docs, Training and Support

  • Essential Concepts

    Walkthrough the essential concepts of Support.

    Read more
  • First Steps

    Log into Real-Time Manager and start building your Edge Applications now.

    Read more
  • How-to codes & Tutorials

    Check out our how-to guides and tutorials that take you through the fundamentals of the most complex tasks.

    Read more
  • Library of Code Samples

    Visit our library of code samples on GitHub to help get you started.

    Read more
Explore our full documentation page here

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