Resources & Reference

Quick links and reference details for Elyxia Support Cloud.

Key links

Support response times

For product, provisioning, or configuration help, email [email protected] with your AWS customer ID and helpdesk details. For billing, subscription changes, and cancellations, see Billing & Subscription > Cancelling in AWS Marketplace.

Refund policy

Refund requests submitted within 48 hours of your initial subscription, or within 48 hours of an upgrade, are considered case by case. Contact [email protected] with your AWS customer ID to start a request. Full detail at https://www.elyxia.uk/refund-policy/.

Security and data

Every helpdesk runs on its own dedicated, isolated instance – customer data is never co-mingled. Nightly backups with 30-day retention, all data encrypted in transit, and SSL auto-provisioned per domain. Full detail at https://esc.elyxia.uk/data-security.

Common questions

My domain is stuck on pending. Check the A record points to the exact IP shown in the portal, and that CloudFlare proxy is off (grey cloud, not orange).

The chat isn’t sharing my support email. Your custom domain isn’t verified yet. Once it is, {supportemail} and {supportportal} fill in automatically.

My PDF won’t index. If you can’t select the text in a PDF reader, it’s a scanned image. Convert it to a text-based PDF, Word, or TXT.

My AI has stopped answering. Check your AI response usage on the helpdesk Overview – you may have used this month’s allowance. It reloads monthly, or you can top up.

I deleted my helpdesk but I’m still being charged. Deleting the helpdesk does not cancel your AWS subscription. Cancel it in the AWS Marketplace console. See Cancelling in AWS Marketplace.

Can I access the server? No, and you don’t need to. ESC is fully managed – provisioning, SSL, backups, scaling and patching are all handled for you.

Where things live