Citadel Support for AWS and Azure

01 · CONTACT SUPPORT

Send a support request.

SUPPORT INTAKE · AWS + AZURE

Open a Citadel support request.

Complete the fields below to prepare a structured email. Nothing is uploaded to this website. Required fields are marked with an asterisk.

01 Marketplace context

AWSMarketplaceAzureMarketplaceOtherDirect or unsure

Request type Business impact

Product, offer, plan, or listing URL

AWS account ID or Azure subscription IDCloud region

Architecture

Not surex86_64ARM64 / Graviton

02 Contact information

Name Work email

Organization

03 Request details

Subject What happened, and what did you expect? I have removed passwords, private keys, tokens, cardholder data, and sensitive production information.

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Skip the form and email directly

02 · SUPPORT SCOPE

Support from product selection through validation.

Product selection

Choosing the cloud marketplace, image family, operating-system version, and architecture that match the workload.

Marketplace and subscription

Finding the correct AWS product or Azure offer and plan, and understanding the applicable purchase path.

Launch and connection

Product-specific guidance for launching and reaching the image on AWS or Azure.

Hardening behavior

Questions about how operating-system safeguards may affect services, access, auditing, or application assumptions.

Release cadence

Questions about monthly image publication, version adoption, and the critical-update path.

Evidence availability

Identifying which image-level artifacts are currently published for a product release.

03 · CUSTOMER-OWNED SCOPE

What remains customer-owned.

Citadel image support does not replace cloud-provider infrastructure support, application engineering, incident response, a QSA, an internal security team, or operation of the customer’s cloud environment.

Application code, dependencies, and runtime configuration
Cloud architecture, identity, networking, encryption services, and data flows
Third-party agents installed after launch
Customer patch rollout and fleet operations
PCI scope decisions, final evidence, and assessor validation

04 · RESPONSE TERMS

Response terms.

Citadel does not claim a response-time or resolution-time SLA unless that commitment appears in the applicable AWS or Azure product terms. Business impact, reproduction detail, cloud-provider dependencies, upstream-vendor dependencies, and required release validation can affect timing.

For the fastest triage, include the exact product or offer, image version, architecture, region, expected behavior, actual behavior, and the steps needed to reproduce the issue. Do not include secrets or regulated production data.