Contacting Support

Maxio Support answers product questions, investigates errors, and escalates confirmed bugs to Maxio Engineering. Search the Maxio Help Center before you open a ticket, since most questions are already answered there and self-service resolves them faster than a ticket does.

Submit a support request

Maxio Support accepts requests through the online Maxio Support form or by email at support@maxio.com. The form is the faster of the two.

!IMPORTANT Submit the form from the email address associated with your Maxio login. Using any other address delays the response and resolution.

Include the following in every request, whichever channel you use:

• A direct link to the Maxio instance where the problem is happening.
• A detailed description of the error and the relevant configuration.
• Any supporting data or logs that help diagnose the issue.

Be ready to answer follow-up questions and to join a video call with the technical team if the issue needs one.

If your plan includes live chat, you can also start a chat from the chat icon in the lower right corner of any Advanced Billing screen.

Find your support PIN

Every Advanced Billing user has an eight-digit support PIN that identifies their account to Maxio Support. Quote it when you open a ticket so that Support can find your account straight away.

To find yours, select Support from the account menu in Advanced Billing. The page header shows it in the form Support (PIN: 1234-5678).

!IMPORTANT Your support PIN is regenerated every day. Read it fresh each time you contact Support rather than reusing one you noted earlier.

Track an open ticket

To check the status of a request you already submitted, sign in to the Help Center with the address you submitted it from and open your open tickets.

Support hours

Maxio Support is staffed from three regions, each covering its own local business hours.

Holidays

During holiday closures, Maxio Support conducts inbox check-ins to address time-sensitive issues.

Maxio observes a company-wide closure during the week between Christmas Day and New Year's Day, in addition to Support Holidays observed locally in each region.

Response times and service level agreements (SLAs)

When you create a support ticket, it is automatically covered by an SLA based on your Maxio plan. Severity level sets the response time, and your support tier sets how fast that response arrives.

For the complete terms behind these response times, see the Support Policy.

Technical escalations

If you report a product bug, a Tier 2 Support Engineer investigates immediately and works with Maxio Engineering to deliver a consistent and rapid solution.

Premium Support

Premium Support is a paid add-on that shortens every response time in the table above and adds 24/5 coverage. To discuss it, contact your Maxio account representative.

Video support

Most contact with Maxio Support happens through the online Maxio Support form. For a more technical issue, Support may suggest a video call instead.

Premium Support customers can request a call at any time. Support evaluates each request and decides whether the ticket holds enough information for the call to be productive at that point. If a call is warranted, your Support contact sends a one-time scheduling link.

System status page

The Maxio Status Page reports real-time availability and performance for Maxio systems. Subscribe to it for notifications about scheduled maintenance, incidents, and service interruptions.