After-sales service

User service system

7×24 maintenance service

7×24 phone, mail or ticket support

Software troubleshooting and maintenance

Function/feature patch service

Support software license migration

Gold medal VIP maintenance service

7×24 after-sale VIP enterprise wechat group

Monthly inspection, and issue reports

Expert engineer support during special periods such as remaintenance, network protection, and drill (up to 5 man-days/year)

Major failure expert engineer on-site service

On-site service

5×8 dedicated on-site engineer support

Daily health inspection and report

On-site problem solving and troubleshooting

Reinsurance, drill and other special period on-site support

Emergency response and support

Service standard specification

Service content

7*24 maintenance service

Gold medal VIP maintenance service

On-site service

After-sales maintenance process

Maintain the overall flow chart

Process description

Fault response SLA

Problem processing flow

7*24 maintenance service

Hotline/mail support

During the maintenance period, to provide customers with 7*24 hours hotline/email support services. The technical service department has the ability to process online at any time during the service time.

Telephone access method: 4000188113#2

Email access method: usupport@ucloud.cn

For consultation and demand questions, the technical service center will provide customers with appropriate answers based on the actual situation.

For the system operation fault, the technical service center will first understand the details related to the fault, and carry out system analysis with the cooperation of the delivery engineer, and gradually eliminate the fault.

Remote support service

For the problems and hardware and software faults that cannot be solved through the telephone/email support service, if conditions permit and after obtaining the consent of the customer, we use remote login to diagnose the fault, in order to find the cause of the fault as soon as possible and shorten the fault recovery time to the greatest extent.

Field support service

For problems and hardware and software failures that cannot be solved by phone or remote support, UCloud will provide on-site support services to customers by delivery engineers or R&D engineers to find the cause of the failure as early as possible and minimize the time to recover from the failure.

Gold medal VIP maintenance service

Hotline/mail support

Telephone access method: 4000188113#2

Email access method: usupport@ucloud.cn

For consultation and demand questions, the technical service center will provide customers with appropriate answers based on the actual situation.

Remote support service

Field support service

Software fix service

For the private cloud-related software products provided, UCloud provides the system version fix service free of charge during the maintenance period. fix is to fix the problems found in the existing software. UCloud develops a reliable version fix solution in advance, and assists customers to complete the software upgrade through telephone guidance, remote support or on-site service.

VIP service

During the maintenance period, to provide customers with:

1) 7*24 hours after-sale VIP enterprise wechat group support service. The technical service department has the ability to process online at any time during the service time.

2) Support monthly inspection and issue reports; Support remaintenance, network protection, drill and other special periods of expert engineer support (up to 5 days/year).

3) Support on-site service of expert engineers in case of major failure.

4) UCloudStack software products support virtualization level security hardening services and customized image services.

5) USDP software products support big data service configuration optimization, data processing architecture communication and development;

On-site service

Working days (58) Dedicated on-site engineers on-site support daily health inspection and reporting on-site problem solving and troubleshooting Remaintenance, network protection, drill and other special times on-site support emergency response and support

Maintain the overall flow chart

Process description

Customer project reporting

Customers can report the problem by phone/email/Service manager /VIP after-sales group, etc.

Problem classification

Type of problem

Provide information

Nonfault class

Product consulting

Product name, version number, detailed consultation question description, organization name, contact person, contact information and email address

Fault class

Private cloud delivery hardware issues

Hardware product model, hardware product serial number, system error message, detailed fault description, organization name, contact person, contact information, and email address

Fault class

Faulty software problems

Product name, version number, software remote environment information, software error information, detailed fault description, organization name, contact person, contact information, and email address

Response Collect problem information

If there is a supplier, contact the supplier first. If there is no supplier, contact the service center of the manufacturer directly.

Second-line team processing

After receiving the feedback from the service center, the second-line team should handle the fault within a specified time according to the fault level. For details about the related handling process, see Article 5.4.2 Troubleshooting Process in this attachment.

Fault response SLA

UCloudStack and UCloudStor software fault levels

Problem level

Grade specification

Customer influence

Level 1: Critical

In the operation of the platform, the whole system is paralyzed or the service is interrupted, resulting in the basic function of the platform can not be realized or the overall degradation of the fault. If the fault has serious impact on user services, you need to pay attention to it immediately and take the highest priority to rectify the fault.

The platform is completely interrupted or core functions are interrupted

Level 2: High

The failure of the platform during operation has the potential danger of system breakdown or service interruption, and may cause the basic functions of the platform to be unable to be realized or to be completely degraded. Although the basic functions of the product can be used, it does not have a serious impact on user services.

Affects core functions but has temporary alternatives

Level 3: Medium

Function faults of non-critical components, which have minor impact on services. Faults that degrade system performance or services. All problems whose severity level is lower than Level 1 or Level 2

Core functions are not affected

Level 4: Low

All non-fault problems

Product improvement requirements Consulting requirements

USDP software fault classification

Problem level

Grade specification

Customer influence

Level 1: Critical

Damage to critical data in the production system (loss of data, or inability to access data); The production system cluster is unavailable, and the customer's core services cannot continue. The production system is shut down or suspended. The performance of the production system is severely degraded. Critical components of the production system are unavailable; For the above problems, there is no alternative;

The platform is completely interrupted or core functions are interrupted

Level 2: High

Damage to non-critical data in the production system (loss of data, or inability to access data); The performance of the production system is significantly reduced, which can only support the core business. Some nodes in the production system break down. Major alarms (such as the full root directory) generated by the production system. The core components of the production system restart frequently; Non-critical components of the production system are unavailable, and customer services are not affected. There are functional problems in the production system, such as inaccurate results; The key problems encountered in the joint test of non-production system affect the on-line operation; Non-production systems or data are at risk of loss or damage;

Affects core functions but has temporary alternatives

Level 3: Medium

The core business of customers is not affected; Frequent restart of non-critical components of the production system; Failure of non-critical roles in the production system; Major alarms of the production system. Non-critical data of the production system is damaged; Production system performance is not up to standard, unstable; Some functions of the production system are unavailable. Non-production systems encounter non-critical problems during the use of the development system, which will not affect the launch; Non-critical services have functional problems, which do not affect the continuous development of the user's business;

Core functions are not affected

Level 4: Low

There are small functional problems, or interface problems, but do not affect the use of the product; Product use consultation; The need for data flow design; Product use suggestions;

Product improvement requirements Consulting requirements

Product response SLA

Standard Service (5*8)

Premium Service (7*24)

Problem level

respond

Update status

respond

Update status

Level 1: Critical

1 hour

4 hours

30 minutes

2 hours

Level 2: High

2 hours

1 working day

1 hour

4 hours

Level 3: Medium

4 hours

2 working days

2 hours

1 working day

Level 4: Low

1 working day

4 working days

4 hours

2 working days

Note:

The above time is calculated after UCloud private cloud product line receives fault work order /SPT report

Problem processing flow

Process for troubleshooting non-fault problems

1) In the problem discovery stage, the technical service team obtains customer feedback on problems through established after-sales channels and judges the level and type of problems. 2) The working time of the standardized after-sales service channel in the problem handling stage is 58 hours (that is, 9:30-17:30 from Monday to Friday) or 7*24 hours (depending on the after-sales service purchased by the customer), and the relevant personnel have the ability to go online at any time during the service time and respond after receiving feedback from the user. A. If the official website document or internal document has been recorded, the technical service team has answered the customer; B. If the problem is not included, the technical service center will feedback the problem to the second-line team for processing; C. If the second-line team cannot provide a solution, the second-line inference upgrades the problem internally to the product manager or research and development team, and does not set a resolution time because the problem may require testing and verification.

Troubleshooting flow of faults

1) Event discovery stage A. Fault discovery channel: Service center receives fault report from users or suppliers B. Fault notification and synchronization: the fault finder (receiver) determines the problem level, responds to the customer's problem within the specified time, and synchronizes the related problem to the second-line product team within the specified time. 2) Event handling stage A. The second-line team receives the fault within a specified time and assists users to manually recover services through remote technical support. If services cannot be recovered, upgrade the fault according to the fault upgrade standard, evaluate the expected response time, and notify the responsible person. B. The second-line team will handle and repair faults through remote technical support, and involve the product research and development team in time for faults that cannot be handled. C. After the fault is rectified and the platform recovers, continue to observe the platform running status to ensure that the platform recovers stably. D. Any situation in the process of timely internal synchronization, the need for relevant personnel to deal with timely telephone notification.