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
在线质保服务级别定义
在 XSKY星辰天合的维护体系中，定义了如下在线质保服务级别：
金牌质保服务：
服务时间：工作日早 9:30 至晚 6:30
服务内容：关于 XSKY星辰天合存储产品本身的，在生产环境中的产品相关技术支持
服务方式：XSKY星辰天合服务门户网站，400 电话，邮件，即时通信工具
服务水平：1 工作时以内响应
支持问题数量：不限
铂金质保服务：
服务时间：每周 7 天，每天 24 小时
服务内容：关于 XSKY星辰天合存储产品本身的，在生产环境中的产品相关技术支持
服务方式：XSKY星辰天合服务门户网站，400 电话，邮件，即时通信工具
服务水平：1 小时以内响应
支持问题数量：不限
钻金质保服务：
服务时间：每周 7 天，每天 24 小时
服务内容：关于 XSKY星辰天合存储产品本身的，在生产环境中的产品相关技术支持；可提供专属技术接口人，一对一快速响应，快速解决或解答客户问题；定期为客户提供集群巡检、集群调优方案，收集并反馈客户提出的建议及需求；提供一线二线城市快速到场服务，及时响应并解决客户遇到的产品相关问题
服务方式：XSKY星辰天合服务门户网站，400 电话，邮件，即时通信工具，快速现场
服务水平：1 小时以内响应
支持问题数量：不限
