Azure standard technical support service introduction

Provide standardized after-sales technical support, system training and long-term operation and maintenance assistance to Azure domestic and international customers. Unlimited support is provided during the service maintenance period, covering key operation and business scenarios such as system migration, cloud architecture planning and optimization, cloud security protection, data backup and disaster recovery, application system integration, cost management and continuous optimization, as well as AI and data analysis.

Unlimited support during the maintenance period Online training twice a year Supports domestic and international versions of Azure

Basic services include unlimited technical support and system training services during the maintenance period, and training is delivered online on an annual basis.

Support Services

Unlimited technical support services during the service maintenance period.

System training

Provide Azure usage training, architecture training, and maintenance training. Online training is held twice a year, and the training content is determined based on actual needs.

Service scope

Provide product usage and configuration technical support on demand based on the type of Azure cloud service used by customers.

1. Cloud architecture design and optimization

  • Provide professional Azure cloud architecture design services and optimize resource allocation.
  • Assist customers to regularly review and optimize existing architecture to comply with best practices.

2. Migration service

  • Comprehensive support for migrating to Azure from on-premises or other cloud platforms.
  • Ensure the migration process is smooth and seamless and reduce the impact on the business.

3. Application development and integration

  • Provide Azure-based application development support services.
  • Assist in configuring application integration services to ensure cross-system collaboration and data flow.

4. Security and Compliance Services

  • Implement and manage Azure Security Center (on-demand) to provide security monitoring and threat detection.
  • Support customers to comply with compliance standards such as GDPR, ISO 27001 and more.

5. Backup and Disaster Recovery

  • Design and implement backup plans to ensure data security.
  • Assist customers in disaster recovery planning and drills to ensure business continuity.

6. Performance monitoring and optimization

  • Performance monitoring using Azure Monitor and Application Insights.
  • Provide performance optimization suggestions to improve application and service response speed.

7. Cost management and optimization

  • Provides Azure cost management services to help customers monitor and optimize cloud spending.
  • Provide cost-saving suggestions, such as annual subscription, automatic shutdown, etc.
  • The domestic version's annual package only supports model replacement after expiration; refunds before the international version's package has expired will be subject to a handling fee.

8. Data analysis and artificial intelligence

  • Provide Azure Power BI Embedded and Data Factory service support.
  • Provide Azure machine learning and AI service support to assist business decisions.

9. Training and Support

  • Provide customized Azure training courses to improve customer team skills.
  • Provide 24/7 technical support to ensure that problems can be dealt with in a timely manner.

Support type and service period

Support includes phone, remote, email and on-site support, with on-site support available for an additional fee as needed.

serial number Support type Service Description Complete service requirements Service support time
1 Phone support Solve problems or ask questions over the phone. Solve problems, find workarounds, partially resolve or reduce incident damage, and provide recommendations. 5x8 hours
2 Remote support Remote assistance with issues via network (e.g. TeamViewer, VPN) requires end-user authorization and is limited to certain environments. Promote closed-loop processing according to service recommendations. 5x8 hours
3 Email support Solve problems and provide consultation via email. Close-loop processing of work orders via email and feedback of results. 5x8 hours
4 Emergency on-site support Solve problems on the spot. This item requires an additional fee, and the specific fee is negotiated by both parties. 7x24 hours

Definition of response time and incident resolution time

It is used to clarify the starting and ending points of service work order processing, and to unify the response and solution caliber.

serial number type starting point cutoff point
1 response time Software engineers receive service requests from end users. The engineer confirms the request and makes a service recommendation to the end user.
2 Incident resolution time End User agrees with the Service Proposal made by the Software Engineer. Engineers provide consulting services, or user issues are resolved/workarounds found.

Event severity and response mode

Note: Azure International Edition is operated by Microsoft, and Azure Domestic Edition is operated by 21Vianet. Both provide standard SLA guarantees; Hangzhou Chaopu provides technical support services as a Microsoft partner.

service level Event level description response pattern
1 Critical Business Impact (Sev A): Any Azure service interruption during use that affects product functionality. Response time within 30 minutes; telephone, email, remote login support; major system failures will seek original factory support and assist customers in obtaining SLA compensation; on-site support on demand.
2 Medium business impact (Sev B): Abnormalities in some Azure components in tolerable scenarios will not affect normal business operations. Response time within 1 hour; phone, email, remote login support; confirm the cause of the problem and provide solutions; collaborate with original factory support according to customer needs; on-site support on demand.
3 Minimum business impact (Sev C): Individual user usage problems or abnormalities will not affect the overall business development. Response time within 2 hours; phone, email, remote login support; technical support to confirm the cause of the problem and provide solutions.

Attachment: Azure official SLA link