Technical Support Policy

AZDIGI provides the following support channels:

1. Ticket (Highest priority)

• Login my.azdigi.com > Support > Create ticket
• 24/7 support, status tracking
• Suitable for complex technical issues

2. Live Chat

• Direct chat on website
• Suitable for quick questions

3. Phone

• Hotline: 028 730 24768

Technical Department

• Email: support@azdigi.com – 24/7/365
• Live chat on homepage – 24/7/365
• Hotline 028 730 24768 – 24/7, excluding holidays

We will respond to tickets within 30 minutes to 3 hours from submission.

Billing Department

• Email: billing@azdigi.com – 08:00 to 11:30 Mon-Fri, Sat until 11:30
• Live chat on homepage – 08:00 to 17:00 Mon-Fri, Sat until 11:30
• Hotline 028 730 24768 – 08:00 to 17:00 Mon-Fri, Sat until 11:30
• Excluding holidays

Billing support response time may take longer as we prioritize technical support requests. You can submit tickets outside working hours and we will process them on the next business day.

Sales Department

• Email: billing@azdigi.com – 08:00 to 11:30 Mon-Fri, Sat until 11:30
• Live chat on homepage – 08:00 to 17:00 Mon-Fri, Sat until 11:30
• Hotline 028 730 24768 – 08:00 to 17:00 Mon-Fri, Sat until 11:30
• Excluding holidays

Sales support response time may take longer as we prioritize technical support requests. You can submit tickets outside working hours and we will process them on the next business day.

Free support:

• Infrastructure, network, server issues
• VPS OS reinstallation
• Backup restoration (when available)
• Service usage guidance
• First-time SSL installation

Not supported:

• Programming, website code fixes
• VPS application installation/configuration
• Website, database optimization
• Security issues from customer code

AZDIGI applies a 4-tier support process to ensure all issues are thoroughly resolved:

1. Level 1: Support technician
2. Level 2: Supervisor/Team Lead (request via ticket)
3. Level 3: Manager (email: manager@azdigi.com)
4. Level 4: Company Board of Directors