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Updated on 2022-09-14 GMT+08:00
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Case Severity and Response Time

HUAWEI CLOUD technical support engineers determine the priorities of cases submitted by customers based on the case severity and quickly respond to critical problems.

The severity of cases is defined in Table 1.

Table 1 Description of case severities

Case Severity

Description

Core system unavailable

A critical fault, such as service breakdown, occurs in a core production system (different from a common production system) of the customer and urgently needs to be rectified by HUAWEI CLOUD.

Production system unavailable

A critical fault, such as service breakdown, occurs in a common production system (different from a non-production system such as test environment) of the customer and needs to be preferentially rectified by HUAWEI CLOUD.

Production system exception

A service exception occurs in the customer's service production system (different from a non-production system such as test environment), but the system still can provide a part of the functionality. The exception needs to be rectified by HUAWEI CLOUD as soon as possible.

System exception

A service exception occurs in the customer's service system, but the system still can provide a part of the functionality. The exception needs to be rectified by HUAWEI CLOUD.

General guidance

Fault-unrelated support is requested, for example, technical guidance from HUAWEI CLOUD technical service personnel. Such support usually does not require quick response.

Response time indicates the interval from the time when HUAWEI CLOUD receives a customer service request through the channel specified in the service agreement to the time when HUAWEI CLOUD confirms the service request with the customer.

It is important to note that, to ensure quick response to urgent problems, customers need to objectively evaluate the problem's severity. We strongly recommend that the highest severity be limited to cases that cannot be resolved or directly affect production applications. A plan should be made to avoid a high severity being allocated to a general guidance request. For issues with a wrong severity specified, HUAWEI CLOUD does not guarantee the response time required for the specified severity.

Parent topic: Service Content