Technical Support
Agilewing provides flexible technical support services with professional expertise, centered on customers' long-term interests. Within defined standards and scope we safeguard end users' business SLA and experience and realize business value.
Support Response Matrix
| Type | Agile L1 Support | Agile L2 Support | Agile L3 Support | Agile L4 Support | |
|---|---|---|---|---|---|
| Pricing | 3% minimum USD500/month | 5% minimum USD1000/month | 7% minimum USD3000/month | 10% minimum USD5000/month | |
| Technical Support | Service Hours | 5x8( UTC+8 09:00~18:00) | |||
| Emergency Hotline | N/A | N/A | 7*24 | 7*24 | |
| Case Severity / Response Time | <=48 hours | Production system unavailable < 1 hour Production system impaired < 4 hours System impaired < 12 hours General guidance < 24 hours | Core production system unavailable < 15 minutes Production system unavailable < 1 hour Production system impaired < 4 hours System impaired < 12 hours General guidance < 24 hours | Core production system unavailable < 15 minutes Production system unavailable < 1 hour Production system impaired < 4 hours System impaired < 12 hours General guidance < 24 hours | |
| In-house Product AgileX | Bug fixes | Supported | Supported | Managed services | |
| Support Scope | Public cloud account and billing | Public cloud account and billing, cloud service consulting, usage guidance, troubleshooting | Public cloud account and billing, cloud service consulting, usage guidance, troubleshooting | Public cloud account and billing, cloud service consulting, usage guidance, troubleshooting, managed services | |
| Support Channels | Ticket system | Ticket system, IM | Ticket system, IM, emergency hotline | Ticket system, IM, emergency hotline | |
| Advanced Support | Cost Optimization | Supported | Supported | ||
| Proactive Plan | Supported | Supported | |||
| Monthly Service Report | Supported | Supported | |||
| Architecture Support | Best practice consulting and implementation guidance | Managed services | |||
| Best Practice Check | Best practice consulting | Inspection report and implementation guidance | Managed services | ||
| Certification Training Service | Consulting on demand | Consulting on demand | |||
| *Major Event Assurance Service | Consulting on demand | Consulting on demand | |||
| *Not included in service scope | Code development and diagnosis. Managed operations / operations on behalf of customers. Routine operations and maintenance services such as installation, testing, fault diagnosis and optimization of third-party software. | ||||
Need help?
Agilewing is always ready to serve you