Service Scope
Applicable to all AI Central products with valid support entitlements.
Support Hours
|
Item |
Description |
|---|---|
|
Business Hours |
Full business week within China time zone, Monday to Friday 09:00 - 18:00 |
|
Supported Channels |
Email Support: Support@medalsoft.com |
Initial Response Time
|
Severity Level |
Initial Response Time |
|---|---|
|
P0 (Critical) |
4 Hours |
|
P1 (High) |
1 Business Day |
|
P2 (Medium) |
2 Business Days |
|
P3 (Low) |
Best effort |
Note:
Response time is based on business days from 09:00–18:00, excluding Chinese statutory holidays
In special circumstances, please contact the technical support personnel assigned to you