Response times depend on your support plan and ticket severity.
Initial response time depends on your support plan and ticket type. Alibaba Cloud uses all reasonable efforts to respond within the following time frames:
|
|
Basic Plan |
Developer Plan |
Business Plan |
Enterprise Plan |
|
Response time |
<18 hours (6 tickets per quarter) (24/7 availability) |
Minor impact: <8 hours General question: <18 hours (24/7 availability) |
Critical impact: <15 minutes (4 tickets per month) Production system down: <40 minutes Moderate impact: <4 hours Minor impact: <8 hours General question: <18 hours (24/7 availability) |
Critical: <15 minutes Production system down: <40 minutes Moderate impact: <4 hours Minor impact: <8 hours General question: <18 hours (24/7 availability) |
Resolution time depends on issue complexity. The after-sales team works with you to resolve issues as quickly as possible.