Lightning Cloud provides a reliable and professional support program, which provides time-saving, fast response, and reliable support service
| L1 Support | L2 Support | L3 Support | L4 Support | ||
|---|---|---|---|---|---|
| Service&Price | Detail&Discription | Provides SaaS service/cloud service account, billing, and related troubleshooting. |
Provides best practice solutions and aisstance for Cloud service workloads. Ensures workloads running on Cloud are stable and availability. |
Helps the business users' huge and complex workloads run stable, avoide slight erros impact. Technical Service Managers (TAMs) provide professional advice and best practice to optimize plan and develop. Value-added service offerings such as cloud product architecture consulting are available to subscribers. |
Helps the business users' huge and complex workloads run stable, avoide slight erros impact. Technical Service Managers (TAMs) provide professional advice and best practice to optimize plan and develop. Value-added service offerings such as cloud product architecture consulting are available to subscribers. Dedicated operations management team provides daily operation, maintenance service for Cloud infrastructure resources, inclouding monitoring, alerting, security management, data backup, resources optimisation and recovery service. |
| Price | 3%, Above USD500/Month |
5%, Above USD1000/Month |
7%, Above USD3000/Month |
10%, Above USD5000/Month |
|
| Self Support | Cloud service status checking | Cloud resource status monitoring | |||
| Architecture support | Online documents | ||||
| Techinical Support | Case Severity/ Response Time | <= 48h |
Production system downtime < 1h Production system impacted < 4h System impaired < 12h General issues < 24h |
Business critical < 15min Production system downtime < 1h Production system impacted < 4h System impaired < 12h General issues < 24h |
Business critical < 15min Production system downtime < 1h Production system impacted < 4h System impaired < 12h General issues < 24h |
| Technical Support time | 5x8 | 5x8 | 7x24 | 7x24 | |
| *AgileX | Bug fixing | Available | Available | entrusted management | |
| Support content | Accounts, bills | Accounts, bills, technology | Accounts, bills, technology |
Accounts, bills, technology and entrusted management |
|
| Support Method | Service Tickets | Service Tickets | Service Tickets, IM | Service Tickets, IM | |
| Case Handler | Technical engineers | Technical engineers | Technical experts | Technical experts Entrusted senior experts |
|
| Advanced Support | Optimize Service | — — | — — | Available | Available |
| Active planning | — — | — — | Available | Available | |
| Technical Support Manager | — — | — — | Available | Available | |
| Monthly Report service | — — | — — | Available | Available | |
| Training | — — | — — | Limited | Limited | |
| *Major Events Security Services | — — | — — | Limited | Limited | |
| Architecture Support | — — | Checking and Consulating | Checking, Consulating, Operation guidance | Entrusted Management | |
| Best Practice Check | — — | Check and Reporting | Check and reporting, guidance consulating | Entrusted Management | |
| *Third-party Software Support | — — | Configuration Guidance and Troubleshooting | Configuration Guidance and Troubleshooting | Entrusted Management | |
Public cloud product-related consulting, usage support, and troubleshooting.
Code Development and Diagnostics.
Project Maintenance/Operations.
Third-party software services such as installation, testing, troubleshooting and optimisation.
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