Support

L1L2L3L4
Cloud ResourcesResource Status Query
Online DocumentationOnline Technical Documentation Support
Supported LanguagesChinese, English
–Third-Party Software SupportN/AProvide configuration guidelines and assist with troubleshootingManaged Services
–Architecture GuidanceN/AProvide best practice consulting and implementation guidanceManaged Services
–IEM SupportN/AN/ASupportedSupported
–Best Practice CheckN/AProvide inspection reportsProvide inspection reports and analysis recommendationsManaged Services
–AgileXBug fixesSupportedManaged ServicesManaged Services
–MarketplaceBug fixesSupportedManaged ServicesManaged Services
–Ticket SupportAccount & Billing, TechnicalAccount & Billing, TechnicalAccount & Billing, TechnicalAccount & Billing, Technical
–Online Support (IM/Tel)N/AN/ASupportedSupported
–Service Hours5*85*87*247*24
Case Severity / Response Time≤ 48hoursGeneral guidance: < 24 hours
System impairment: < 12 hours
Production system impairment: < 4 hoursProduction system outage: < 1 hour		General guidance: < 24 hours
System impairment: < 12 hours
Production system impairment: < 4 hours
Production system outage: < 1 hourCritical business system outage: < 15 minutes		General guidance: < 24 hours
System impairment: < 12 hours
Production system impairment: < 4 hours
Production system outage: < 1 hourCritical business system outage: < 15 minutes
–Case Severity / Response TimeN/AN/ASupportedSupported
–Proactive InitiativesN/AN/ASupportedSupported