Aezona Support Center
Expert cloud assistance when you need it most. Fast response times, deep technical expertise, and personalised solutions.
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Choose the channel that best fits your urgency and preference.
AI Chat Support
Instant answers powered by our support AI
- Available 24/7 — no queue, no wait time
- Handles 80%+ of common technical questions
- Escalates seamlessly to a live engineer
- Session history saved to your dashboard
Support Ticket
SLA-backed cases tracked end to end
- 4-hour response SLA with full case tracking
- Direct access to Level 2/3 cloud engineers
- Attach logs, screenshots, and trace files
- Automated email updates at every stage
Email Support
Written help from our engineering team
- 24-hour response guarantee on every email
- Full solution documentation provided
- Thread tracked until complete resolution
- Audit-friendly email history retained
Emergency Hotline
24/7 direct line for critical production issues
- 1-hour response SLA — 24/7/365
- Direct line to a senior on-call engineer
- War-room coordination for P1 incidents
- Blameless root cause analysis included
For critical production incidents only
Call Emergency LineHow We Support You
From first contact to full resolution — a clear, accountable process every time.
Incident Detected
You submit a ticket, trigger an alert, or our monitoring detects an issue proactively.
Triage & Assign
A senior engineer assesses priority, claims the case, and begins investigation immediately.
Investigate & Fix
Root cause analysis and resolution with real-time status updates throughout.
Post-Mortem
Blameless post-mortem for P1/P2 incidents with documented action items to prevent recurrence.
Support Plans
Every tier includes our full technical team — what changes is priority and access.
Starter
Included
- Email support
- 24-hour response SLA
- Documentation access
- Community forum
- Basic monitoring alerts
- Self-service knowledge base
Professional
Enterprise
- Priority ticket routing
- 4-hour response SLA
- Dedicated account manager
- Phone & live chat support
- Advanced monitoring dashboards
- Monthly infrastructure health reviews
- Quarterly roadmap sessions
Mission Critical
Custom
- 1-hour emergency SLA
- 24/7 direct phone access
- Named senior engineers
- On-site support available
- Incident war-room access
- Blameless root cause analysis
- Custom runbook development
SLA Response Times
All SLAs are contractually guaranteed. Breaches trigger automatic service credits.
| Priority | Description | Starter | Professional | Mission Critical |
|---|---|---|---|---|
| P1 — Critical | Production down, data loss risk | 8h | 1h | 15min |
| P2 — High | Major feature impaired, workaround unavailable | 24h | 4h | 1h |
| P3 — Medium | Partial feature impaired, workaround available | 48h | 8h | 4h |
| P4 — Low | General questions, best practices | 5 days | 2 days | 24h |
Knowledge Base
Self-service documentation, runbooks, and guides for every common scenario.
Getting Started Guide
BeginnerSet up your cloud environment from zero to production-ready in under an hour.
Infrastructure Reference
ReferenceComplete reference for all supported cloud providers, services, and configuration options.
Security Best Practices
SecurityHardening guides for IAM, network security, encryption, and compliance controls.
Monitoring Runbooks
OperationsStep-by-step runbooks for common alerts, escalation procedures, and incident response.
Video Tutorials
VideoWalkthrough videos covering platform setup, advanced features, and common workflows.
Architecture Patterns
ArchitectureProven architecture blueprints for high-availability, disaster recovery, and cost optimisation.
Migration Checklists
MigrationPhase-by-phase checklists for safe cloud migrations with validation criteria at every step.
Compliance Guides
ComplianceDetailed compliance implementation guides for SOC 2, HIPAA, PCI-DSS, and GDPR.
API Documentation
DeveloperFull API reference with authentication, rate limits, and example requests in multiple SDKs.
See It in Action
A preview of our live chat and ticketing tools — exactly what you'll experience.
Aezona Support
Sarah M. · Senior Cloud Engineer · Online
10:42 AM
10:43 AM
10:43 AM
10:44 AM
EKS latency spike in us-east-1
2m agoS3 cross-region replication failing
1hr agoRDS parameter group change request
3hr agoCost anomaly — EC2 spend +40%
5hr agoReady to try them yourself?
Sign in to open a ticket or start a live chat with a real engineer.
Additional Resources
Community, system status, and service health at a glance.
Community Forum
Connect with other Aezona customers, share solutions, and learn from real-world implementations.
Join the ForumSystem Status
Real-time platform availability across all regions and services. Subscribe to incident notifications.
Check StatusService Health
90-day historical uptime metrics, SLA performance reports, and maintenance windows.
View MetricsWebinars & Training
Monthly live webinars and on-demand training sessions covering platform features and cloud best practices.
Browse TrainingRelease Notes
Stay current with platform updates, new features, and deprecation notices from our engineering team.
View ReleasesFeature Requests
Submit and vote on feature requests. Our product team reviews the top requests each quarter.
Submit FeedbackFrequently Asked Questions
Quick answers to the most common support questions.
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Our team is standing by around the clock. Reach out through any channel and we will get back to you fast — with a real engineer, not a script.