Issue Severity and Response Time
Huawei Cloud technical support engineers determine the priorities of issues based on the issue severity and quickly respond to critical problems.
|
Developer |
Business |
Enterprise On-Ramp |
Enterprise |
|---|---|---|---|
|
General guidance: < 24 business hours System impaired: < 12 business hours |
General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system unavailable: < 1 hour |
General guidance: < 20 hours System impaired: < 10 hours Production system impaired: < 4 hours Production system unavailable: < 45 minutes Core system unavailable: < 30 minutes |
General guidance: < 16 hours System impaired: < 8 hours Production system impaired: < 3 hours Production system unavailable: < 30 minutes Core system unavailable: < 15 minutes |
Table 1-4 describes the severity levels of service tickets.
|
Issue Severity |
Description |
|---|---|
|
Core system unavailable |
A critical fault, such as service breakdown, occurs in a core production system (different from a common production system) 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 a test environment) and needs to be preferentially rectified by Huawei Cloud. |
|
Production system impaired |
A service exception occurs in a service production system (different from a non-production system such as a test environment), but the system can still provide partial functionality. The exception needs to be rectified by Huawei Cloud as soon as possible. |
|
System impaired |
A service exception occurs in a service system, but the system can still provide partial functionality. The exception needs to be rectified by Huawei Cloud. |
|
General guidance |
Support unrelated to a fault is requested, for example, guidance from Huawei Cloud technical service personnel. Such support usually does not require an immediate response. |
Response time is the interval from when your service request is received through the agreed-upon channel to when Huawei Cloud officially confirms it.
To ensure quick responses to urgent issues, you need to objectively evaluate the issue severity. Huawei Cloud strongly recommends that the highest level of severity only be applied to issues that cannot be resolved or that directly affect production applications. A plan should be made to avoid marking a general guidance request with a high severity. For issues assigned an incorrect severity level, the response time corresponding to that severity cannot be guaranteed.
Feedback
Was this page helpful?
Provide feedbackThank you very much for your feedback. We will continue working to improve the documentation.See the reply and handling status in My Cloud VOC.
For any further questions, feel free to contact us through the chatbot.
Chatbot
