User Service System
According to the common needs of users and the common practice of the industry, XSKY's user services are divided into "online warranty service", "renewal service", "expert service" and "training service".
Online Warranty Service
Online quality assurance service refers to the online support service provided by XSKY to the user according to the agreed quality assurance service level within the product support life cycle and product service cycle after the user purchases XSKY products.
Renewal service
Renewal service means that after the user purchases XSKY product warranty service expires, he or she can choose to pay or other methods to extend the service period according to needs. During the product support life cycle and product service cycle, XSKY stars will follow the renewal service level agreed in the contract. Technical support services for users.
Expert Services
Expert service refers to the services that XSKY technical consulting experts visit the user's site in person and work with the user to help the user in planning discussion, architecture consultation, system inspection and optimization, development assistance and other services. Before the service is performed, the XSKY service manager and business representative will agree with the user on the scope of the service.
Training Services
Training service is a systematic and standardized knowledge imparting service provided by XSKY for users. XSKY-certified lecturers will follow the standard training materials, in a formal training experiment environment, covering content related to XSKY products, as well as the industry's mainstream open source cloud computing architecture.
User Service Products
User Service Products
质保服务的支持流程
XSKY星辰天合的用户可通过不同的路径和流程享受产品维护支持服务， 确保用户的关键业务环境中发生的存储产品问题得到迅速而准确的解决。
流程说明：
1. 用户通过电话，邮件，IM 工具，或基于 web 的服务门户联系 XSKY星辰天合方维护人员，XSKY星辰天合提供本地化的中文服务。
2. 对于第一级支持，XSKY星辰天合维护人员通过专业经验帮助用户寻求问题答案。
3. 如第一级不能够解决，进入第二级支持模式，XSKY星辰天合维护人员协同产品团队， 根据用户提供的信息，重现问题，解决问题。在必要的情况下，为用户提供临时补丁解决问题。
4. 如第二级不能解决，XSKY星辰天合维护流程迅速导向研发团队，由研发团队解决。
5. 用户如购买技术用户经理服务，可直接享有到产品和研发团队的支持通路。
