Opening a Support Case
How to create a support case and what information to include for the fastest resolution.
When to open a case
Open a support case when you need help that Aevi can't resolve, or for issues that require investigation, account changes, or formal tracking.
How to open a case
Go to the support portal
Navigate to support.aezona.com and sign in. Click Open New Case in the sidebar.
Choose a service category
Select the product area that best matches your issue: General Support, Cloud Services, Migration, Security, DevOps, or Billing.
Set the priority
Choose the priority that reflects business impact. See Case Priorities for the full guide.
Write a clear description
Include: what you expected, what actually happened, any error messages, and steps to reproduce. More context = faster resolution.
Attach supporting files
Use the Attachments button to add screenshots or log files (up to 5 files, images ≤ 3 MB, text files ≤ 500 KB).
Submit
Click Open Case. You'll see the case appear immediately in My Cases with a unique case ID.
What makes a good case description
Good example
"After deploying v2.4.1 to production at 14:30 UTC, the API gateway began returning 502 errors on the /orders endpoint. Error rate is 12%. Attached CloudWatch logs show upstream timeout. Steps to reproduce: any POST to /orders with a payload over 1 KB."
Avoid vague descriptions
"The system is broken" or "Nothing works" gives our engineers very little to go on. Please include environment, timeline, error messages, and impact.
After submitting
- You'll receive an email confirmation with your case ID
- An engineer will be assigned based on priority and service area
- Reply thread updates will notify you by email
Case limits by plan
| Plan | Monthly cases |
|---|---|
| Starter | 3 |
| Professional | 10 |
| Business | Unlimited |
| Enterprise | Unlimited |
Unused cases do not roll over between months. If you're regularly hitting your limit, consider upgrading your plan.