Your direct line to the infrastructure team
The DevOps page is where you communicate with the Aureus engineering team. Every request — from a deployment issue to an infrastructure change — becomes a ticket that is tracked, prioritised, and resolved by your dedicated team.
Ticket list
By default the page shows only open and in progress tickets. Use the status filter tabs at the top to switch to Resolved or All. A search box lets you filter by keyword across ticket titles and content.
Creating a ticket
Click the New ticket button (top right). Fill in:
- Title — a concise description of the issue or request.
- Priority — Low, Medium, High, or Critical. Use Critical only for outages affecting production.
- Description — as much context as possible: error messages, affected services, steps to reproduce, and what you've already tried.
Once submitted, you'll receive an email confirmation and the Aureus team will be notified immediately.
Ticket detail and replies
Click any ticket to open the full thread. You can read staff replies and add comments at any time. Both sides receive email notifications on every update.
Priority guide
- Low — questions, improvements, non-urgent configuration changes.
- Medium — degraded performance, non-critical failures, planned deployments.
- High — service partially down, significant impact to users.
- Critical — complete outage, data integrity risk, security incident.
For Critical tickets, also call your account manager directly — phone numbers are in your welcome email.