Support Service

Lightning Cloud provides a reliable and professional support program, which provides time-saving, fast response, and reliable support service

    L1 Support L2 Support L3 Support L4 Support
Service&Price Detail&Discription Provides SaaS service/cloud service account, billing, and related troubleshooting.

Provides best practice solutions and aisstance for Cloud service workloads.


Ensures workloads running on Cloud are stable and availability.

Helps the business users' huge and complex workloads run stable, avoide slight erros impact.


Technical Service Managers (TAMs) provide professional advice and best practice to optimize plan and develop.


Value-added service offerings such as cloud product architecture consulting are available to subscribers.

Helps the business users' huge and complex workloads run stable, avoide slight erros impact.


Technical Service Managers (TAMs) provide professional advice and best practice to optimize plan and develop.


Value-added service offerings such as cloud product architecture consulting are available to subscribers.


Dedicated operations management team provides daily operation, maintenance service for Cloud infrastructure resources, inclouding monitoring, alerting, security management, data backup, resources optimisation and recovery service.

Price 3%, Above
USD500/Month		 5%, Above
USD1000/Month		 7%, Above
USD3000/Month		 10%, Above
USD5000/Month
Self Support Cloud service status checking Cloud resource status monitoring
Architecture support Online documents
Techinical Support Case Severity/ Response Time <= 48h

Production system downtime < 1h

Production system impacted < 4h

System impaired < 12h

General issues < 24h

Business critical < 15min

Production system downtime < 1h

Production system impacted < 4h

System impaired < 12h

General issues < 24h

Business critical < 15min

Production system downtime < 1h

Production system impacted < 4h

System impaired < 12h

General issues < 24h

Technical Support time 5x8 5x8 7x24 7x24
*AgileX Bug fixing Available Available entrusted management
Support content Accounts, bills Accounts, bills, technology Accounts, bills, technology Accounts, bills, technology
and entrusted management
Support Method Service Tickets Service Tickets Service Tickets, IM Service Tickets, IM
Case Handler Technical engineers Technical engineers Technical experts Technical experts
Entrusted senior experts
Advanced Support Optimize Service — — — — Available Available
Active planning — — — — Available Available
Technical Support Manager — — — — Available Available
Monthly Report service — — — — Available Available
Training — — — — Limited Limited
*Major Events Security Services — — — — Limited Limited
Architecture Support — — Checking and Consulating Checking, Consulating, Operation guidance Entrusted Management
Best Practice Check — — Check and Reporting Check and reporting, guidance consulating Entrusted Management
*Third-party Software Support — — Configuration Guidance and Troubleshooting Configuration Guidance and Troubleshooting Entrusted Management

Service Scope

Scope of Services:

Public cloud product-related consulting, usage support, and troubleshooting.

Services not included:

Code Development and Diagnostics.

Project Maintenance/Operations.

Third-party software services such as installation, testing, troubleshooting and optimisation.

•   AgileX: SaaS product services provided by Lightning Cloud, including but not limited to AgileCDN, AgileSec, AgileHSM.

•   Major Events Security Services: provides 360-degree security service during data sensitive period, the service covers network level, server level and data levels.

•   Simulate real traffic scenario, full-link stress tesing checking, to helping customer design and optimize system capacity and elasticity.

•   Helping customers security hardening cloud infrastructure, ensure traffic reliability after online launching.

•   Helping customers to do scenario-based simulated failure testing and reducing risk.

•   Third-party software support：Our engineers will provide suggestions for installation, configuration and troubleshooting of third-party software in OS environments to ensure normal operation in optimum environments. Not responsible for implementing the installation, debugging or suggestions concerning the third-party software.