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
在线质保服务内容和用户所获价值
“在线质保服务”是XSKY产品质保服务的基本模式，以电话、邮件等远程形式提供指导产品日志信息收集、解答或解决产品故障问题等技术支持。
在相应产品的服务期限内，用户可享受到XSKY支持服务中心提供的如下在线服务项目：
1. XSKY星辰天合协助用户对所报告的问题进行定义，及指导用户相关技术人员完成解决问题所需要的相关信息的收集工作。
2. XSKY星辰天合为用户解决或解答软件故障问题，对于提供软件更新或软件升级事项不作保证或陈述。
注意，通常情况下，用户在拥有特定产品的在线服务时，不会享受到如下服务权益：
非法的和授权范围外的 XSKY星辰天合存储软件维护服务。
对 XSKY星辰天合软件二进制擅自更改后的部署。
在《XSKY星辰天合产品基础架构兼容列表》外的硬件部署。
数据迁移。数据在跨存储平台间做数据迁移。
帮助客户直接进行存储数据的配置更改和环境的重大变更。
代码开发。XSKY星辰天合在线服务不包括用户代码开发的支持。
系统和网络设计。XSKY星辰天合在线服务不包括对系统和网络规划设计的支持。
安全规则和政策的实施与开发。XSKY星辰天合在线服务不负责帮助用户进行安全规则和政策的实施与开发。
技术预览功能。除特殊约定外，XSKY星辰天合在线服务不帮助用户解决技术预览的相关问题。
由任何第三方软件包引发的问题，或底层硬件本身的问题。XSKY星辰天合在线服务人员可帮助用户定位这些问题，但需用户联系有关供应商自己解决所供产品问题。
然而，用户可以通过商定购买附加服务来获得以上支持，详情需要向 XSKY 业务代表咨询。
