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
故障严重级别的定义
XSKY星辰天合维护技术支持使用下面的定义对问题分类，针对不同级别的事故，按照有关服务水平协定提供不同响应时间的服务。
严重级别 1 (紧急)
问题已经严重影响到用作生产目的系统软件的使用（例如生产数据丢失，或者生产系统无法正常运作）。这种情况使用户的业务停顿并且没有有效的解决方法。严重级别 2 (高)
软件可以运作但是生产受到严重影响。这种情况使用户的部分生产业务受到严重影响并且没有有效的解决方法。严重级别 3 (中)
问题影响到部分的，非关键的生产业务或者用作开发目的业务。在生产方面，问题对用户的业务产生了中等或者较低的影响，但是通过一些可变通的解决方法，仍可使用户的业务继续运作；在开发方面，这种情况妨碍了项目的继续进行或者影响到项目向生产业务迁移。严重级别 4 (低)
普通的使用问题，文档错误的报告，或者未来产品改善的建议。在生产方面，问题对用户的业务， 或在系统的性能和功能方面产生了较低的影响或无影响。在开发方面，问题对用户的业务产生了 中等或较低的影响，但是通过一些可变通的解决方法，仍可使用户的业务继续运作。
