CITADELFind an image

HUMAN SUPPORT · UNITED STATES

Questions about the image should reach someone who knows the image.

Citadel's customer-facing image support team is US-only and based in the United States. Support is focused on the Citadel product layer.

LAST REVIEWED · AUGUST 4, 2026

01 · SUPPORT SCOPE

Practical help from selection through validation.

Product selection

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

Marketplace launch

Understanding the Citadel purchase path and product-specific usage guidance.

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.

Architecture

Distinguishing x86_64 from ARM64 / Graviton products and confirming the applicable Marketplace record.

02 · CUSTOMER-OWNED SCOPE

Image support is not a managed PCI program.

Citadel support does not replace AWS 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
  • VPC 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

03 · PREPARE A REQUEST

Include enough context to reproduce the image question.

  1. 01
    Identify the product.

    Include the Marketplace product URL, operating system, architecture, and image version.

  2. 02
    Describe the expected and actual behavior.

    State what changed, when it changed, and whether the issue reproduces before application installation.

  3. 03
    Remove secrets.

    Do not send credentials, cardholder data, private keys, tokens, or sensitive production logs.

How to contact support

Use the vendor-support contact shown in the AWS Marketplace record associated with your subscription. That record remains the source of truth for current product-specific support terms.

04 · RESPONSE TERMS

No unpublished SLA.

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