For enterprise customers who have purchased Microsoft 365 through Hangzhou Chaopu, we provide free, standardized, and implementable basic after-sales delivery. The service covers account management, client deployment, corporate email, collaboration platform, training support and fault response, etc., helping enterprises to use M365 continuously and stably.
With standardized delivery as the core, we ensure that services are stable and replicable, and reduce the threshold for enterprises to migrate to the cloud and operate and maintain.
Unlimited technical consultation and common troubleshooting are provided during the service period, covering configuration, usage and basic problem handling.
Can provide training on product functions, management structure, daily maintenance, etc.; up to 2 times per year, content configured according to customer scenarios.
Microsoft 365 is operated directly by Microsoft and comes with an official SLA.
Hangzhou Chao provides localized Chinese delivery support to assist customers in completing daily operation and maintenance and implementation.
End customers who purchase Microsoft 365 licenses through Hangzhou Chaopu.
Free basic after-sales delivery service, excluding customized development and regular on-site implementation.
Microsoft 365 license is valid for use within standard feature boundaries.
Hangzhou Chaopu is responsible for daily support and delivery assistance, and assists in connecting with Microsoft's original factory processes in major failure scenarios.
The following content provides corresponding support based on the Microsoft 365 license type actually purchased by the customer.
The free service focuses on remote delivery and quick response, On-site support can be arranged for an additional fee based on actual needs.
| Support method | Service Description | Service time |
|---|---|---|
| Phone support | Provides Q&A and technical advice over the phone. | 5×8 hours (working days) |
| Remote support | Assist in troubleshooting and processing through remote desktop, VPN, etc., which requires customer authorization and is limited to designated environments. | 5×8 hours (working days) |
| Email support | Provide technical advice and responses to questions via email. | 5×8 hours (working days) |
| Emergency on-site support | Not included in the free scope, if on-site service is required, separate payment is required. | 7×24 hours (extra charge required) |
Response time is calculated from the time the engineer receives the order to feedback and suggestions; resolution time is calculated from the time the customer confirms and handles the problem until the problem is closed or a workaround is provided.
| level | illustrate | response criteria |
|---|---|---|
| Major issues | Microsoft 365 service interruption affects core business functions. | 15-minute response; call, email, remote linkage, coordinate with Microsoft original factory and assist in SLA compensation process when necessary. |
| General questions | Some components are abnormal, but the business can continue to run. | 30 minute response; locate the cause and provide a solution or coordinate with original factory support. |
| Minor issues | Individual user anomalies do not affect overall business continuity. | 30 minute response; typically resolved within 2 hours. |