Support for your Microsoft Azure environment
Operational uptime of your Azure cloud and AI workloads is our top priority. Our technical team enables you to focus on your business while we handle the technical details.
How to reach us
Email is our primary support channel and continually monitored. We respond to standard support requests within 24 hours and critical requests within an hour.
Monday–Friday, 9:00 AM – 6:00 PM Eastern Time
The response times above apply during these hours. Requests that arrive outside them are picked up the next business day.
If a service is down or materially impaired, start your subject line with CRITICAL. Those requests are triaged ahead of everything else.
For sales, quotes, or adding a new service, email info@lightstep.ai.
What to include
The more of this you send the first time, the fewer round trips before someone is actually working on the problem.
The company or tenant the affected service belongs to, so we can find your environment.
The Microsoft service, subscription, or resource involved — with resource, tenant, or subscription names if you have them.
What you expected, what happened instead, when it started, and how many people it affects.
Exact error text, request or correlation IDs, and screenshots if you have them.
What support covers
Microsoft cloud subscriptions
Azure, Microsoft 365, and other Microsoft cloud services bought through Lightstep AI: provisioning, licensing changes, user access, tenant configuration, and billing questions.
Azure infrastructure and workloads
Compute, storage, networking, identity, data platforms, and the applications running on them — whether we deployed them, another partner did, or they were already running when we met.
AI services on Azure
Azure OpenAI, Azure AI Foundry, Azure AI Search, and the solutions built on them, including AI workloads we did not build ourselves.
Managed environments
Anything covered by a Lightstep AI managed service agreement: monitoring, maintenance, and day-to-day operations after go-live.
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