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
现场保障服务
服务宗旨
提供专人主动关注式的现场环境值守，对客户的重要业务时段，或重大 IT 计划变更提供现场保障服务，保证 XSKY星辰天合存储集群的安全稳定运行，并实时处理可能的已知或未知事件。
客户受益
信息化在各行各业的线上业务中起到了越来越关键的作用。在客户重要的业务时段，或经历重大 IT 变更的过程中， 往往需要软硬件设施厂商和技术服务商提供最高优先级的驻场保障服务。XSKY星辰天合提供的现场保障服务，为客户现有的分布式存储集群环境的安全稳定运行进行及时保驾护航，保证客户以最及时的响应度，获取直接的技术支持。对于高要求的保障场景和重大业务事件， XSKY星辰天合的现场保障服务都可以让客户更加聚焦服务水平整体目标，平稳实现保驾护航。
服务简介
XSKY星辰天合对客户提供的重大事件现场保障服务，向客户工作现场派驻具备丰富经验的技术工程师和架构师专家，在客户业务重要时段以及关键业务变更过程中现场值守，即时响应。该服务以主动关注，实时处理的模式，快速解决客户存储集群未知软硬件故障导致的服务中断，将可能的影响降低到最小。XSKY星辰天合资深技术支持顾问会深入了解客户的 XSKY星辰天合存储集群环境，通过信息收集、分析给出优化建议，并高效地预防问题发生，避免客户环境在关键时段的各种不良影响。
工作范围
在驻场值守前，XSKY星辰天合资深技术支持顾问会对客户现有的 XSKY星辰天合存储集群进行深度健康体检，通过远程/现场收集相关信息用于健康分析。信息收集不会影响客户集群的正常运行。基于分析结果，XSKY星辰天合技术支持专家会针对保障存储集群在关键业务时段和关键业务变更中，如何增强可靠性给出相关建议，并帮助客户落实这些建议。在驻场值守过程中，XSKY星辰天合人员现场保障如下内容：
按照客户需要在规定时间段内的网内值守支持；
面对突发的事件和变更，迅速制定变更策略，与客户讨论执行；
对于重大事件，及时联系二线支持体系，快速故障处理。
交付内容
现场保障报告：该报告包含 XSKY星辰天合现场保障服务中涉及到的 XSKY 存储集群环境健康检查、优化方案和可能的故障问题修复等信息。
知识传授：针对现场保障过程中发现的问题和改进建议，XSKY星辰天合资深技术支持工程师将提供必要的知识传授，以保证客户的 XSKY星辰天合存储集群环境以最高的效率运行。
概要计划
1. 健康检查：重大事件前收集相关信息，并进行健康检查；
2. 分析处理：根据健康检查结果进行分析，给出优化建议；
3. 故障及问题修复：及时处理现场保障服务期间出现的故障和问题。
