Elyxia Support Cloud (ESC)

Before You Begin

ESC is fully managed. There is no server for you to launch, access, or maintain – no SSH, no patching, no scaling. Your helpdesk runs on a dedicated instance that we provision and operate for you. That keeps the prerequisites short.

What You Need

An AWS account – ESC is subscribed and billed through AWS Marketplace, so you’ll need an AWS account to subscribe. Nothing is deployed into your account.

A domain and DNS access (optional, but recommended) – If you want your helpdesk on your own address (e.g. support.yourcompany.com), you’ll need a domain you control and the ability to add a DNS record for it. You can start without one and add it later, but a custom domain is what unlocks your branded customer support portal, your branded support email address, and your AI agent’s ability to share contact details with visitors.

A support mailbox (optional) – To turn incoming customer emails into tickets, you’ll need a mailbox with standard incoming and outgoing mail settings. You can add this at any time.

Your knowledge documents (optional at launch, but bring them) – Your AI agents answer from documents you upload. Supported formats are PDF, Word (DOC/DOCX), Excel (XLS/XLSX), PowerPoint (PPTX), TXT, CSV and Markdown, up to 50 MB per file.

Two things that catch people out. Legacy PowerPoint (.ppt) isn’t supported – re-save as .pptx or PDF. And a scanned PDF won’t work: if it’s just page images with no selectable text, there’s nothing for the AI to read. Use a text-based PDF, or convert it first.

Choose Your Region

Your helpdesk runs in the AWS region you select when you launch it. ESC is currently available in:

Ireland (eu-west-1)
London (eu-west-2)
Singapore (ap-southeast-1)
US East — N. Virginia (us-east-1)

Further regions are in progress.

Choose deliberately. Your region is set when your helpdesk is created and can’t be changed afterwards without rebuilding it. Pick the region closest to your customers, or the one your data-residency requirements point to.

What You Don’t Need

No servers. No infrastructure experience. No developers. No per-agent licences. No third-party helpdesk subscription. Everything your helpdesk needs is included in your plan.