Services & Support

Product problems affect customers’ business production.

Refer to but not limited to the following scenario:

A customer’s service operation is affected due to product faults (Restful API data interruption) and cannot be recovered;

Remote response within 30 minutes and follow-up within 2 hours

Products are completely unavailable or most functions and monitoring applications of them are unavailable.

Refer to but not limited to the following scenario:

Key monitoring functions caused by product faults (service path view, multi-dimensional statistics and transaction tracing etc.), or alert function module is ceased and cannot be restored; repeated occurrence, long-term and comprehensive delay, no alternative solutions, and large-scale data loss;

Remote response within 60 minutes and follow-up within 6 hours

One or more monitoring applications are unavailable for products.

Refer to but not limited to the following scenario:

Key monitoring functions caused by product faults (service path view, multi-dimensional statistics and transaction tracing etc.), or some key functions of alert function module or monitoring charts are unavailable and cannot be restored; repeated and long-term delay of a monitoring system without alternative solutions and data loss of partial monitoring points;

Remote response within 2 hours and follow-up within 12 hours

General issues of products, including some ancillary functions are unavailable.

Refer to but not limited to the following scenario:

Small-range abnormal display caused by product faults; abnormal auxiliary functions of non-important monitoring (self-detection, self-monitoring and so on); small-range and short-time delay data loss for non-important monitoring.

Respond within the next business day