Service Availability
You can reach us via an email to support@azena.com on business days (Mon-Fri):
- Europe: 08:00 - 18:00 CET (Central European Time)
Incident Severity
We differentiate four different categories on incident severity:
- Normal - Inquiries about features & functionality, questions and minor incidents
- Medium - Issues experienced during application development or during evaluation
- High - Need for support during setup or installation
- Urgent - Complete system failure, production emergency
Response & Resolution Targets
We are striving to provide the best possible support to our partners. We are targeting the following initial response and resolution times based on your set incident severities:
| Severity | Initial Response Target | Resolution/Update Target |
| Normal | 48 hours | - |
| Medium | 24 hours | 96 hours |
| High | 4 hours | 24 hours |
| Urgent | 1 hour | 4 hours |
The table serves as a reference without any commitments.
Support Language
Our support is available in English.