Response Time SLA – Standard Services

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마지막 업데이트 시간: 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.
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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.
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도움말 및 지원

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Service Plan

Response Time SLA – Standard Services

도움말 및 지원

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

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.