Talk to a person, not a bot
Tickets go straight to the engineering team that builds the images. No tier one, no canned replies. These are the channels and what you can expect from each one.
Technical support
Incidents, configuration questions or unexpected behavior in any catalog AMI. Includes help during launch and migration from Bitnami.
Sales inquiries
Bespoke solutions, private AMIs, complete infrastructures, volume licensing or any question before you subscribe on AWS Marketplace.
Security
Found a vulnerability in one of our images or in the imaxe tool? Write to us through the private channel: responsible disclosure.
What you can expect by plan
To speed up diagnosis, include in your ticket the region, the AMI ID and, if you can, the output of imaxe status. The times shown are for the first human response, not resolution.
Before you write
Does support cost anything?
Ticket support is included with any catalog AMI. The support subscription adds a guaranteed SLA, 24/7 coverage for critical incidents and migration assistance.
Do you support AWS in general?
We help with everything surrounding our images: network, security, backups, scaling. For issues with the AWS platform itself we'll point you in the right direction, but the official channel is AWS Support.
What languages do you support in?
Spanish, Galician, Portuguese and English. Write in whichever is most comfortable for you: the same person replies.
How do I report a vulnerability?
Write to [email protected] with the details. We confirm receipt in under 24 hours and publish the fix in the next patching window, or sooner if it's critical.