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Service Catalog

Table 1 Supported services

Item

Basic

Standard

Premier

Service Support

24/7 via service tickets and phone support

24/7 via service tickets, phone support, and IM groups

24/7 via service tickets, phone support, and IM groups

Technical Support

N/A

24/7 via service tickets, phone support, and IM groups

(30 service tickets a month, with more purchasable)

24/7 via service tickets, phone support, and IM groups

Case Severity and Response Time

N/A

Production system unavailable: < 30 minutes

Production system exceptions: < 3 hours

System exceptions: < 8 hours

General guidance: < 16 hours

Core production system unavailable: < 10 minutes

Production system unavailable: < 30 minutes

Production system exceptions: < 3 hours

System exceptions: < 8 hours

General guidance: < 16 hours

Priority

N/A

Normal

High

Designated TAM

N/A

N/A

A designated TAM is at your service, who expedites urgent cases and provides proactive services.

Key Event Assurance

N/A

Four natural days each year (requested in full days each time)

Eight natural days each year (requested in full days each time)

Cloud Product Architecture Consulting

N/A

Four natural days each year (requested in full days each time)

Eight natural days each year (requested in full days each time)

Monthly Service Report

N/A

N/A

Cloud product usage report (coming soon)

Training

Online video courses

An organized training online each month

An organized training online each month

An on-site training each year