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How quickly will I get feedback? And how long will it take for my problem to be resolved?

Last Updated: Oct 16, 2019

The first-time response time of the after-sales support team is based on the support plan that you choose and the type of ticket submitted. Alibaba Cloud will use all reasonable efforts to provide an initial response 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 imapct: <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)

The overall time it takes for Alibaba Cloud to resolve a problem depends on its complexity. The after-sales team will work closely with you to fix the issue as soon as possible.