Technical Support
response from our senior technical engineers on every critical issue to minimize any potential downtime or interruption to your business operation.
Support Plan
The Support Plan is tailored to fully meet your demands thanks to a wide range of services. We are active to provide individualized services to implement the key task solutions for you towards your business goals. Based on our intensive and extensive technical expertise and all-round support, our Support Plan is dedicated for your continued innovation and growth.
Service Content
Service Management
your organization, and your business priorities are ready to provide reliable services, including incident management, health analysis, and consulting support.
Incident Management
quickly to coordinate internal resources to resolve such emergency rapid and effectively. The TAM will also provide a detailed incident report including the root cause analysis to prevent similar incidents in the future and maintain transparency and trust in our commitment towards service excellence.
Health Analysis
Benefit: Ensure Know Your Customer (KYC) compliance through advanced identity verification and blockchain-supported transaction tracking, effectively reducing operational overhead.
Consulting Support
Benefit: Safeguard accounts against fraud with biometric authentication, behavioral risk analytics, and immutable blockchain records, effectively minimizing unauthorized access and fraudulent attempts.
Advanced Monitoring
Benefit: Expedite loan approvals with AI-driven identity verification (Real ID), as mPaaS provides an intuitive, mobile-first lending experience, enhancing accessibility and boosting borrower conversion rates.
Service Advantages
Professional Service
A team of TAMs who know about you, your organization, and your business priorities are ready to provide reliable services, including incident management, health analysis, and consulting support.
Higher Availability
We provide 24/7 customer service. We will respond in 30 minutes to any problem of the highest priority.
Faster ROI
Your investment potential will be fully tapped here for greater value to your businesses.
Standard Services vs Support Plan
- Dedicated Technical Account Manager(TAM)
- Online knowledge center with white papers and release notes
- Easy access to technical support experts
- Ability to open and view cases via online Support Channel
- Timely software updates, patches, and new features
- Real-time service status monitoring
Support directory | Standard Srevices Stardaed Support + Standard Maintenance Service | Professional | Business | Enterprise |
|---|---|---|---|---|
Dedicated Enterprise DingTalk Group | 5x8 | 5x8 | 7x24 | 7x24 |
Estimated Time of Response | P0: < 4 Hours P1: < 8 hours P2: < 24 hours P3: < 3 Working days | P0: < 2 Hours P1: < 6 hours P2: < 12 hours P3: < 3 Working days | P0: < 30 Minutes P1: < 1 hours P2: < 4 hours P3: < 8 hours | P0: < 30 Minutes P1: < 1 hours P2: < 4 hours P3: < 8 hours |
Bug Repair | ||||
Technical Account Manager | ||||
Service Delivery | Remote | Remote | Remote | Remote+On-site (Limited) |
After-sales Channet | Online Ticket Enterprise DingTalk Group | Online Ticket Enterprise DingTalk Group Advanced TAM | Online Ticket Enterprise DingTalk Group Senior TAM | |
Consulting Support | Ticket Response | Ticket Response and | Support By Product and Technical Expert | Support By Product and Technical Expert |
Incident Management | Ticket Response | Ticket Response and Dingtalk Communication | TAM fully engaged | TAM fully engaged |
Health Analysis | ||||
Service Report | ||||
Additional Service | HyperCare * 2 Deep Inspection * 2 Product Training * 2 Best Practice * 2 |
P0: Core working outageP1: Partial not availableP2: Service downgradedP3: General consulting**Service Scope is subject to the contract
