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Contact support

Use iVedha support when a problem requires managed-platform investigation, configuration assistance, or engineering intervention.

Available support channels:

  • AI chat: https://copilot.ivedha.cloud
  • Support portal: https://support.ivedha.com/

Use AI chat for guided troubleshooting and supported platform actions.

Use the support portal when you need a tracked support case or engineering investigation.

Have the deployment reference ready

The most important identifier is the deployment reference from your deployment notification email.

Also provide, when relevant:

  • deployment name;
  • Azure region;
  • approximate start time of the issue;
  • affected service or workload;
  • whether the issue affects all users or only some users;
  • whether access is public or private;
  • relevant HTTP status codes;
  • Azure correlation ID when available;
  • redacted error messages;
  • troubleshooting steps already completed.

Describe the impact

Explain the customer impact in practical terms.

Examples:

  • Kibana is unavailable to all users;
  • application indexing has stopped;
  • OpenTelemetry traces are no longer arriving;
  • one Elastic Agent policy is failing;
  • search latency has increased significantly;
  • deployment onboarding has not completed.

If your support agreement defines severity levels such as P1–P4, use the severity that matches the actual business impact.

Useful diagnostic information

Depending on the issue, useful evidence can include:

  • DNS resolution results;
  • TCP connectivity results;
  • TLS verification output;
  • Elasticsearch HTTP status and redacted error;
  • Elastic Agent health status;
  • affected Fleet policy or integration name;
  • affected OpenTelemetry signal;
  • deployment or Azure correlation ID.

Keep diagnostic information focused on the failing component.

Do not send secrets

Never include:

  • passwords;
  • one-time passwords;
  • API keys;
  • enrollment tokens;
  • access tokens;
  • authentication headers;
  • browser cookies;
  • private keys;
  • unredacted secret values.

If a workflow requires sensitive information, use the protected input or upload mechanism provided by iVedha.

Customer data

Avoid sending production documents, log records, traces, or other customer data unless they are specifically required to investigate the issue.

When sample data is needed, use redacted or synthetic examples where possible.

Support case updates

For an existing support case:

  • use the same case reference for follow-up;
  • update the case when business impact changes;
  • include new diagnostic evidence when it materially changes the investigation;
  • confirm when service has recovered.

Avoid opening multiple cases for the same active issue unless iVedha support asks you to do so.

Azure-specific problems

Some issues are primarily Azure subscription or Marketplace problems rather than managed-platform issues.

Examples include:

  • Marketplace purchasing restrictions;
  • Azure Policy;
  • subscription quota;
  • Azure billing;
  • subscription-level permissions.

iVedha can help identify the likely ownership of the issue, but some Azure account or subscription problems may need to be resolved through your organization's Microsoft Azure support channel.

Before contacting support

If you have not already done so, start with Troubleshooting overview and collect the results of the relevant checks.