Live Chat Support
Get instant help from a human engineer via live chat — available on Business and Enterprise plans.
Overview
Live chat connects you directly with an Aezona support engineer in real time. Unlike cases, which are asynchronous, live chat is designed for urgent issues that need immediate back-and-forth.
Live chat is available on Business and Enterprise plans. Starter and Professional customers can use Aevi (AI assistant) and open support cases.
Starting a chat session
Open the chat widget
In the support portal, click the Live Chat button in the left sidebar. This is separate from the Aevi chat bubble.
Describe your issue
Enter a brief description of what you need help with. This helps route you to the right engineer.
Wait for an engineer
You'll see a "Waiting for an engineer" status. Average wait times are within your plan's SLA. You can continue using the portal while you wait — you'll be notified when an engineer joins.
Chat in real time
Once an engineer joins, the session becomes interactive. You can send messages, paste error output, and share context.
Close the session
Either party can close the session. A transcript is automatically saved and linked to your account.
During a session
- Paste error messages — engineers can read stack traces and log snippets directly in the chat
- Reference case IDs — if your chat is related to an existing case, mention the case ID and the engineer can pull it up
- Request escalation — if your issue can't be resolved in chat, the engineer can convert the session into a tracked support case with full context preserved
Chat availability
| Plan | Live chat | Hours |
|---|---|---|
| Starter | No | — |
| Professional | No | — |
| Business | Yes | Business hours (9am–6pm UTC Mon–Fri) |
| Enterprise | Yes | 24/7 |
Outside Business plan hours (9am–6pm UTC), incoming chat sessions are queued and answered on the next business day. Enterprise customers always receive 24/7 coverage.
Tips for an effective chat session
- Have your environment details ready: cloud provider, region, service names, recent changes
- Copy and paste errors rather than describing them — exact messages help engineers search known issues faster
- If you're troubleshooting an ongoing incident, note the approximate start time and whether the issue is intermittent or constant
Session transcripts
All chat transcripts are stored in your account and accessible from My Cases — each closed session appears as a case entry with a chat label. You can reply to the transcript thread to follow up with the same engineer.