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Customer Support
Azul Customer Support
Azul Systems is Committed to Helping You Maximize the Return on Your Investment
Azul offers Technical Support Services to help ensure that your Azul appliances operate efficiently and benefit from the most up-to-date software releases. Our highly trained and experienced customer engineers are available to assist you in your successful development and deployment, and in the ongoing support of your solution. Azul customers have access to the Azul Support Site, a dedicated customer-only web site, designed to help troubleshoot problems, search through product documentation, obtain the latest FAQs, and download existing products and upgrades. For all technical questions, please have your authorized contacts open a case, so our customer support engineers can quickly assist you. |
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For Existing/Registered Customers Our online support is for registered customers only - acccess and manage your support cases, documents, and the Azul FTP site. We provide 24x7 support for Priority 1 requests. Please check Customer Support Offerings for information on our service offerings and expectations on service response. If you have questions on any of the following apply, please send your inquiry to support@azulsystems.com.
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For New Customers or to Register for the Azul Support Site To register for the Customer Support Site, please email support@azulsystems.com. |
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Contact Azul Support Team Support within the US: 1.800.258.4199 (650.230.6697) For general questions: support@azulsystems.com. |
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Customer Support Offerings
Customer Support Offerings
| Pool Power Services | ||||||
| Features | How It Works | What This Means to You | ||||
| Software Updates and Upgrades | Software upgrades and updates for licensed software are included as part of your software support contract. | There's no extra expense to stay current on the latest software improvements | ||||
| Integrated Software and Hardware Support | We support all the components of your Azul deployment in an integrated way, and will resolve your technical issues, whether originating from hardware, software, or a combination of both. | Your support requests are resolved promptly by Azul Customer Advocacy with minimal coordination required from the customer. | ||||
| 24x7 Telephone and Online Support Access | Priority 1 support requests are transferred to our customer engineers 24 hours a day, 7 days a week. | We work to resolve your issues quickly, so you can get back to business - any time, day or night. | ||||
| 9 x 5 Next Business Day On-Site Response for Parts Replacement | Azul will replace any defective hardware by the next business day. | Maintain high availability of your mission critical systems and minimize the impact of an outage. | ||||
| Designated Authorized Contacts | You can designate up to two (2) authorized customer contacts who will coordinate all technical support activities for your organization. | We work with your designated staff to ensure that your problems are quickly resolved. | ||||
| Azul Support Site | The Azul Support Site allows Azul customers to create cases, check the status of service requests, access current production documentation, search and find solutions, and review FAQs. | Your support requests are easy to submit, track and manage online. Get 24 x 7 access to the same knowledge database used by Azul Customer Engineers. | ||||
| Unlimited Technical Support Cases with Customer Defined Priority | We don’t limit the number of support cases you can open. A case is a single issue. Once a case has been opened, it may take more than one contact (phone or e-mail) to close the case. The priority that you assign to each of your support cases determines the Azul response time. | If you have an issue that needs to be resolved, we’re here to help – no matter how many times we’ve talked in the past. The response time you receive corresponds with the urgency of your request. | ||||
| Quick Start Training | The support contract includes training materials designed to help your IT staff quickly master the operation and maintenance of the Azul Compute Appliances. | A knowledgeable staff ensures a smooth and trouble-free implementation. | ||||
| Premium Services | ||||||
| 24 x 7, Four Hour On-Site Response for Parts Replacement | Azul will replace any defective hardware within four business hours, 24x7. | You can select a service level that will meet your needs. | ||||
| Assigned Customer Engineer | Azul will designate a Customer Engineer to work with you and your IT staff. | Your issues and support activities will be coordinated by an engineer who has an intimate knowledge of your system. | ||||
| Quarterly Review | The assigned Customer Engineer will perform a comprehensive review of your support activities for the quarter and identifies potential problem areas. | We work with you to structure preventive activities that will maximize system availability and performance. | ||||
Want to learn more on how Azul Compute Appliances can help your organization? Contact us today or call 650.230.6650.
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