Understand when a critical ticket is appropriate, who can open one, and what you commit to when you do.
Eligibility
Critical tickets are available to customers on the Business or Enterprise after-sales support plan. To sign up, visit the support portal.
When to open a critical ticket
Open a critical ticket when your situation meets one of the following conditions:
Your production environment is down or severely degraded.
A critical application is unavailable and cannot be recovered by your team.
Traffic has dropped sharply due to a service disruption.
The issue has a direct and significant impact on business operations.
For issues that do not meet these conditions, open a regular ticket.
Your responsibilities when a critical ticket is open
Opening a critical ticket is a mutual commitment. Alibaba Cloud prioritizes your case, and in return, you must:
Assign team members with the appropriate permissions who can work on the issue.
Reply promptly to messages from Alibaba Cloud support.
Provide the resources and access needed to resolve the issue.
Responding promptly helps Alibaba Cloud resolve your issue faster.