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
续保服务水平协定一览
| 5*9在线服务(金牌) | 7*24在线服务(铂金) | 7*24在线服务(钻金) | |
| 响应时间涵盖范围 | 标准工作时 | 标准工作时 | 标准工作时 |
| 支持方式 | Web，邮件，电话，IM | Web，邮件，电话，IM | Web，邮件，电话，IM，现场 |
| 问题数量 | 不限 | 不限 | 不限 |
| 严重级别1 | 1工作时 | 1小时 | 1小时 |
| 严重级别2 | 4工作时 | 2小时 | 2小时 |
| 严重级别3 | 1工作日 | 4小时 | 4小时 |
| 严重级别4 | 2工作日 | 1工作日 | 1工作日 |
