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技术支持SLA响应时间
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11-28-2022 01:09 AM - edited 12-06-2022 07:30 PM
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技术支持SLA响应时间
白金版客户
| 案例严重性 | 初始响应时间 | 更新响应时间 |
|
S1 (Critical) |
<15 分钟 | 每4个小时 |
| S2 (High) | 30 分钟 | 1个工作日 |
| S3 (Medium) | 2 小时 | 3个工作日 |
| S4 (Low) | 4 小时 | 每周 |
高级版客户
| 案例严重性 | 初始响应时间 | 更新响应时间 |
|
S1 (Critical) |
<1 小时 | 每4个小时 |
| S2 (High) | 2 小时 | 1个工作日 |
| S3 (Medium) | 4 小时 | 3个工作日 |
| S4 (Low) | 8 工作小时 | 每周 |
标准支持版客户
| 案例严重性 | 初始响应时间 | 更新响应时间 |
|
S1 (Critical) |
< 2小时 | 每4个小时 |
| S2 (High) | < 4 小时 | 1个工作日 |
| S3 (Medium) | < 12 小时 | 3个工作日 |
| S4 (Low) | < 48 小时 | 每周 |
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