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Support scope

Support for billing and subscription management-related issues as well as technical break-fix issues is available at all support levels. Advisory and account management services are available at the Premier support levels.

Products and services covered:

  • Microsoft Azure services released to General Availability are covered by all support plans.
  • Microsoft Azure Public previews are covered by all support plans.
  • Non-Microsoft technologies, when provided as part of an Azure product feature, are covered by all support plans, such as the Azure SDK and sample code for Python.

Severity and responsiveness

Initial Response Time is the period from when you submit your support request to when a Support Engineer contacts you and starts working on your support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity).

SEVERITY LEVEL CUSTOMER’S SITUATION INITIAL RESPONSE TIME EXPECTED CUSTOMER RESPONSE
Severity A

Critical business impact

Customer’s business has significant loss or degradation of services, and requires immediate attention. 2

Developer: N/A1

Standard: < 1 hr

Premier: < 1 hr

24x7 access

When you select Severity A you confirm that the issue has critical business impact, with severe loss and degradation of services.The issue demands an immediate response, and you commit to continuous, 24x7 operation, every day with the support team until resolution, otherwise, 21vianet may at its discretion decrease the Severity to level B.

You also ensure that 21vianet has your accurate contact information.

Severity B

Moderate business impact

Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner.

Developer: < 4 hr

Standard: < 4 hr

Premier: < 2 hr

Business hours access only

When you select Severity B you confirm that the issue has moderate impact to your business with loss and degradation of services, but workarounds enable reasonable, albeit temporary, business continuity. The issue demands an urgent response every day with the support team until resolution, otherwise, 21vianet may at its discretion decrease the severity to level C.

You also ensure that 21vianet has your accurate contact information.

Severity C

Minimum business impact

Customer’s business is functioning with minor impediments of services.

Developer: < 8 hr

Standard: < 8 hr

Premier: < 4 hr

Business hours access only

When you select Severity C you confirm that the issue has minimum impact to your business with minor impediment of service.

You also ensure that 21vianet has your accurate contact information.

1 For technical support, maximum severity for Developer support is Severity B.

2 For non-technical support (Billing, subscription, quota, general inquiry, ICP support) of all support plans, maximum severity is B.

Support Business Hours

  • Technical Support:
    • Severity A (crisis): 24 x 7.
    • Severity B/C:
      • Technical support of IaaS: 09:00–24:00 (all year round).
      • Technical support of PaaS: 09:00–24:00 (except weekends, public holidays).
      • Premier advanced support: 09:00–18:00 (except weekends, public holidays).
  • Billing, subscription, quota, general inquiry, ICP support: 09:00–18:00 (except weekends, public holidays).

Note: The time above is Beijing time (UTC+8)




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Version history

1.2 Updated: November 2018

1.1 Updated: September 2016 More Details

1.0 Online: September 2014