Interfacing with Aviatrix Support

Aviatrix KB ID: AVXKB-474

Log in to Aviatrix Support and use our AI-powered chatbot (made available after login on the right bottom of the browser tab) for instant answers. To begin for each new issue click "Send us a message" and choose one of these options:

1. Production Outage: If you're experiencing an actual production outage, select "Create a Ticket" to get a ticket creation link. Submit the form within 30 minutes, and a support agent will assist you.
   
   
2. Non-Outage /Troubleshooting Issues: For all other technical questions or troubleshooting, select "Technical Queries (Powered by AI)" to chat with the AI assistant. The AI agent can help answer product-related questions and guide you through troubleshooting steps.
   
   If your query isn’t resolved, you can ask the AI agent to escalate by saying phrases like:
   
   “create a ticket for me”
   “open a support case”
   "connect me to support"
   “talk to an agent”
   “talk to support team”
   “escalate this issue”
   “I still need help”
   
   When escalated using such a phrase a unique ticket creation link is made available. Click the link and submit the form within 30 minutes and a support agent will assist you. 
   
   

Aviatrix recommends using the AI Chat Bot interface, but if you prefer you can call the Support hotline: [phone]

Ticket Priority Guidelines

Priority	Description	Definition
P1 (Critical)	Production system down	Customer cannot use the software, causing a critical impact on business operations. Requires immediate resolution and continuous effort until resolved.
P2 (Major)	Degraded Functionality	Software is usable but with degraded functionality or unavailable non-critical features. Worked on during business hours until resolved.
P3 (Minor)	General questions or assistance	Issue does not significantly impact operations, or a workaround is in place. Includes general questions, documentation issues, and minor problems.

For Support SLA information please click here.

For Aviatrix EOL & EOS policy please click here.