Question 1

Can I open technical support cases with Developer Support?

Accepted Answer

Developer Support is self-service. It includes access to documentation, guides, white papers, the Learning Center, Azion Copilot (AI), and the Azion Community on Discord. It doesn’t include technical support through ticket, email, phone, or video call, and it doesn’t include response time commitments.

Question 2

Can I open a billing support case with Developer Support?

Accepted Answer

Yes. Billing support is available for paid Azion accounts regardless of the selected Support tier. If you have questions about invoices, charges, or billing, you can open a billing support case.

Question 3

Does the Enterprise Plan include Enterprise Support?

Accepted Answer

No. The Enterprise Plan defines access to the Azion platform, including applicable usage or spend commitments and billing conditions. Enterprise Support is a support tier that gives you access to Azion professionals, support channels, response time commitments, and specialist assistance based on the contracted scope.

Question 4

What happens if I want to cancel my Support tier?

Accepted Answer

Paid Support tiers require a minimum 12-month commitment and follow the early termination and cancellation rules defined in the applicable Customer Agreement, Service Order, or related contract documents.

Question 5

Where can I find Support pricing?

Accepted Answer

Support pricing is available in Azion’s pricing documentation. Prices may vary based on the selected Support tier, monthly product charges, and applicable contract conditions.

Question 6

In which languages does Azion provide Support?

Accepted Answer

Azion provides Technical Support in the language of the country where Azion was contracted. Depending on the contracting country, Support may be available in English, Spanish, or Portuguese.

Question 7

Which support channels are available?

Accepted Answer

Available channels depend on the selected tier. Business Support includes 24/7 assistance via ticket and email. Enterprise and Mission-Critical Support add access to phone and video call support. Slack-based communication may also be available as a paid add-on based on the contracted scope. Community Support on Discord is open to everyone.

Question 8

How is first response time measured?

Accepted Answer

Response times depend on the selected Support tier, case severity, and applicable Support Guidelines. They are measured from the submission of a valid support case through ticket or email by an authorized contact.

Question 9

Do Support tiers include Professional Services?

Accepted Answer

Some paid Support tiers include selected Professional Services, such as Integration Services, Best Practices Review, Business Events Support, or Technical Account Manager hours. Included services are tier-specific, subject to their own scope and limits, and don’t accumulate with services included in lower tiers.

Question 10

Can Azion make configuration changes for me?

Accepted Answer

Support can help troubleshoot issues and provide guidance, but it does not include configuration changes on behalf of the customer. These changes may be performed through Integration Services or Managed Configuration Service, based on the contracted scope and the hours included in the package.

Question 11

Does Slack replace support cases?

Accepted Answer

No. Slack can be used for coordination, questions, updates, and support-related communication, but it doesn’t replace formal support case registration when required for severity classification, response time measurement, incident tracking, or contractual support obligations.

Support	Developer Start Free	Business Contact Us	Enterprise Contact Us	Mission-Critical Contact Us
//Support Get assistance when it matters most
Self-service support
Learning Center	Included	Included	Included	Included
Azion Copilot (AI)	Included	Included	Included	Included
Technical Support
Community Support (Discord)	Included	Included	Included	Included
24/7 support via ticket and email	Not included	Included	Included	Included
Phone and video support	Not included	Not included	Included	Included
Slack channel	Not included	Not included	Paid add-on	Paid add-on
First response time
General guidance	Not included	< 24 hours	< 24 hours	< 12 hours
System impaired	Not included	< 12 hours	< 12 hours	< 12 hours
Production system impaired	Not included	< 4 hours	< 4 hours	< 2 hours
Production system down	Not included	< 2 hours	< 1 hour	< 30 minutes
Business system down	Not included	Not included	< 15 minutes	< 15 minutes
//Professional Services Move faster with specialist guidance
Integration Services	Not included	5 hours/year included	20 hours/year included	60 hours/year included
Best Practices Review	Not included	Paid add-on	20 hours/year included	40 hours/year included
Business Events Support	Not included	Not included	1 event per year	100 hours/year included
Technical Account Manager	Not included	Not included	Paid add-on	20 hours/month included
Instructor-Led Training	Not included	Not included	Paid add-on	Paid add-on
Managed Configuration Service	Not included	Not included	Paid add-on	Paid add-on
Security Response Team	Not included	Not included	Paid add-on	Paid add-on
See Pricing

Technical support for every stage of your growth

Self-service by design

Specialist help when you need it

Faster execution with services

Frequently Asked Questions

Get the right assistance when it matters most