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