Support from Azure
We provide users with the following free support services:
Supported or not | |
---|---|
Billing and Subscription Management | |
Service Dashboard | |
Web Event Submission | |
Unlimited Disruption/Restoration | |
Telephone Support | |
ICP Filing Support |
Support Scope
- Break-fix issues are technical problems you experience while using Azure services. "Break-fix" is an industry term that refers to “work involved in supporting a technology when it fails in the normal course of its function, which requires intervention by a support organization to be restored to working order."
- We support all the Azure services that are publicly available online, as well as non-Microsoft technologies (e.g. the sample codes of Azure SDK and Python ) provided by Microsoft as part of Azure product functions.
- For more information about support scope, please visit Support FAQ.
Working Time
- Technical Support:
- The severity category is Level A (emergency event): 24 x 7;
- The severity category is Level B/C:
- Technical support of the platform: 09:00–00:00 (all year round);
- Technical support of development: 09:00–00:00 (business days only).
- Billing, subscription and quota management support; product consulting and pre-sales support; ICP filing support: 9:00 a.m. to 6:00 p.m. on business days.
Note: The time above is Beijing time (UTC + 8)
Severity and Response Time
Severity2 | Customer Status | Expected 21Vianet Response | Expected Customer Response |
---|---|---|---|
A1 |
Key Business Impacts: Customer’s business or service level is significantly reduced Immediate attention required |
Initial response: 2 hours or less Works continuously all day |
Allocates appropriate resources to keep working continuously all day Accurate case owner contact information |
B |
Moderate business impact: The level of customer business or service has decreased, but work can continue reasonably, with only efficiency reduced |
Initial response: 4 hours or less |
Allocate appropriate resources to keep working continuously Accurate case owner contact information |
C |
Minimum business impact: The customer's business is running smoothly with or without service barriers |
Initial response: 8 hours or less |
Accurate case owner contact information |
1 Class A severity support is available only to customers who have signed the 21Vianet Premium online service agreement (purchasing services through the sales team).
2 21Vianet may reduce the severity level if the customer fails to provide sufficient resources or respond appropriately to enable 21Vianet to continue to address the issue.
Version history
1.1 Updated: September 2016
Update description: Added “Working Time.”
1.0 Online: September 2014