- Product Introduction
- Overview
- Product Specifications
- Service Catalog
- Service Scope
- Service Content
- Standard Service - Self-Service Channels
- Standard Service - Support Channels
- Standard Service - Response Time
- Standard Service - Third-Party Software Support
- Advanced Service - Infrastructure Event Management
- Advanced Service - Intelligent Inspection of Tencent Smart Advisor
- Advanced Service - Service Reports
- Advanced Service - Communication and Training
- Expert Service - Architectural Optimization
- Purchase Guide
- Product Introduction
- Overview
- Product Specifications
- Service Catalog
- Service Scope
- Service Content
- Standard Service - Self-Service Channels
- Standard Service - Support Channels
- Standard Service - Response Time
- Standard Service - Third-Party Software Support
- Advanced Service - Infrastructure Event Management
- Advanced Service - Intelligent Inspection of Tencent Smart Advisor
- Advanced Service - Service Reports
- Advanced Service - Communication and Training
- Expert Service - Architectural Optimization
- Purchase Guide
The technical support team at Tencent Cloud will prioritize cases based on their severity, providing a swifter response for urgent issues.
Case response time:
Standard | Commercial | Enterprise |
Business unavailable < 15 minutes Production system exception < 30 minutes Business/system exception < 8 hours Usage consultation < 16 hours | Business unavailable < 15 minutes Production system exception < 30 minutes Business/system exception < 8 hours Usage consultation < 16 hours | Business unavailable < 15 minutes Production system exception < 30 minutes Business/system exception < 8 hours Usage consultation < 16 hours |
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 Abnormailty | 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 assessthe 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.
Yes
No
Was this page helpful?