| L1 | L2 | L3 | L4 | |
|---|---|---|---|---|
| Cloud Resources | Resource status query | |||
| Online Documentation | Online documentation support | |||
| Third-Party Software Support | N/A | Interoperability and configuration guidance and troubleshooting | Entrusted management | |
| Architecture Guidance | N/A | Provide the best practice advice and implementation guidance | Entrusted management | |
| IEM Support | N/A | N/A | Support | Support |
| Best Practice Check | N/A | Provide inspection reports | Provide inspection reports, analysis and recommendations for the inspection reports | Entrusted management |
| Ticket Support | Accounts and bills | Accounts, bills, technology | Accounts, bills, technology and entrusted management | |
| Online Support(IM/Tel) | N/A | N/A | Support | Support |
| Service Time | 5*8 | 5*8 | 7*24 | 7*24 |
| Case Severity / Response Time | ≤ 48 hours | General guidance: < 24 hours Damaged system: < 12 hours Damaged production system: < 4 hours Production system downtime: < 1 hour | General guidance: < 24 hours Damaged system: < 12 hours Damaged production system: < 4 hours Production system downtime: < 1 hour Critical business system downtime: < 30 minutes | General guidance: < 24 hours Damaged system: < 12 hours Damaged production system: < 4 hours Production system downtime: < 1 hour Critical business system downtime: < 30 minutes |
| Optimize Service | N/A | N/A | Support | Support |
| Active planning | N/A | N/A | Support | Support |
Improve the value-added services of
your cloud computing of
with our technique support
Technique Support
Our Support program is designed to give you the right combination of tools and expertise to enable you to optimize performance, manage risk, and control costs with Lightning Cloud for success.
We will make every reasonable effort to respond to your initial request within the appropriate time period; customer service and the community provide 24/7 customer service, and support 24/7 access to documents, white paper, and support forums, and all Lightning Cloud customers receive basic support.