Engineers answer, in stated hours

Email [email protected] or use the contact form. Both land in the same inbox and are read by the engineers who build the images — there is no first-line queue to get past.

Include the image name and version, the cloud and region you are launching in, and what you expected to happen. The Azure VM ID, or the AWS instance ID shortens the round trip considerably — it identifies the machine precisely, and on a freshly launched image it is also the value the first-boot password is derived from. A log excerpt helps too.

Support is staffed Monday to Friday, 10:00–19:00 IST (UTC+05:30), excluding Indian public holidays. Messages that arrive outside those hours are answered on the next business day.

There is no 24×7 phone line. If your organisation needs one, tell us — that is a conversation about a support agreement, and we would rather have it before you need it.

• First reply within 1 business day for every message, usually sooner.
• Security reports are triaged the same business day they arrive. How to report one is on the security page.
• Critical CVEs in shipped software get a fixed revision as fast as we can after the upstream fix is released, announced in the release notes.

These are targets we hold ourselves to, not a contractual service level. If you need contractual response times, ask about a support agreement.

Launching an image and reaching it for the first time; the first-boot credential model; configuring the software the image ships with, as documented on its catalog page; copying a build to another region; upgrading from one revision to the next; and questions about the software inventory or security posture of any image.

Your application code, software you install on top of the image, your cloud account's networking, IAM or billing, and the cloud provider's own outages. We will point you at the right documentation where we can, but those are AWS or Azure support questions.

Charges, cancellation and refunds for a marketplace purchase are handled by the marketplace that billed you, not here — our position on them is set out under billing, cancellation and refunds. Cancelling stops the charge; hours already consumed are not refunded.

The images in the catalog that are live on AWS Marketplace or Azure Marketplace are marked Available and link to their listing. The rest are marked Coming soon until their listing is live. Use Notify me at launch on any product page and we will email you the day it is published, or contact us about early access to a build.