tencent cloud

$0 14-Day TrialExperience EdgeOne for acceleration and security protection!

Feedback

Service Plan
DocumentationService PlanService GuideService ContentResponse Time SLA – Standard Services
DocumentationService PlanService GuideService ContentResponse Time SLA – Standard Services

Response Time SLA – Standard Services

Last updated: 2024-12-18 11:21:12
Tencent Cloud technical engineers will prioritize and assign a higher response speed to urgent issue based on the severity level of cases submitted by customers.
Explanation of case response time:
Basic
Developer
Business
Enterprise
General issues < 16 hours
General issues < 16 hours
System impaired < 8 hours
General issues < 16 hours
System impaired < 8 hours
Production system impacted
< 30 minutes
General issues < 8 hours
System impaired < 4 hours
Production system impacted < 20 minutes
Business critical < 15 minutes
 
Explanation of severity level:
Classification
Judgment criteria
Business Unavailability
This refers to severe failures where the customer's core business is unavailable. Examples include loss of production data, intrusion incidents, or any other situation that causes a critical interruption in the customer's key business operations.
Production System Abnormality
This refers to severe faults where the customer's general production system is unavailable. Examples include failed resolution, CLB (Cloud Load Balancer) degradation, network interruptions, or being blocked, resulting in a critical interruption in the customer's key business operations.
Business/System Abnormality
This refers to cases where the business experiences anomalies but does not completely lose its service capability. Examples include slowdowns, partial performance issues, intermittent errors, or other non-critical interruptions.
Usage Consultation
This refers to cases where the business is not affected, such as general business inquiries or seeking technical guidance.

Note:
In order to ensure prompt support for urgent issues, customers should objectively assess the severity level of their problems and avoid using high severity cases to address general guidance issues. Tencent Cloud does not guarantee a response according to the submitted severity level for cases that do not align with the actual severity of the issue.

Contact Us

Contact our sales team or business advisors to help your business.

Technical Support

Open a ticket if you're looking for further assistance. Our Ticket is 7x24 avaliable.

7x24 Phone Support
Hong Kong, China
+852 800 906 020 (Toll Free)
United States
+1 844 606 0804 (Toll Free)
United Kingdom
+44 808 196 4551 (Toll Free)
Canada
+1 888 605 7930 (Toll Free)
Australia
+61 1300 986 386 (Toll Free)
EdgeOne hotline
+852 300 80699
More local hotlines coming soon