Support

Support scope

• Basic troubleshooting for Marketplace AMI subscription, region, and supported instance types.
• SSH or AWS Systems Manager Session Manager access issues.
• Baseline services, tools, and hardening behavior documented for the product.
• AMI versions, product metadata, pricing dimensions, and documented usage steps.

Include with your request

• AWS Region, AMI ID, EC2 Instance ID, instance type, and product version.
• Steps to reproduce, expected result, actual result, and relevant timestamps.
• Only the logs needed to investigate, with keys, credentials, tokens, customer data, and other sensitive information removed.

Hours and boundaries

Email support is handled on business days under a 5x8 model. It is not 24x7 managed operations and does not transfer responsibility for a buyer's application, network, IAM, or Kubernetes configuration to CoreNova.

AWS infrastructure, billing, and account-level issues remain within AWS Support and AWS Billing channels.

Refund policy

Eligible products allow requests for a refund of AWS Marketplace software fees within 30 days of purchase. Include the AWS Account ID and purchase date; we reply within five business days. EC2, EBS, GPU, network, and other AWS infrastructure charges are not refundable by CoreNova. Live terms on each purchase page take precedence.