The Volcano Engine Aftermarket Technical Support Service Scope Manual is designed to help Volcano Engine customers quickly understand the Volcano Engine Aftermarket Technical Support Service Scope, service content, etc., so that customers can better evaluate their options and obtain Volcano Engine services.
Volcano Engine will do its best to provide you with the following range of services, including product consultation, troubleshooting, etc., to help your business in Volcano Engine operate stably and normally.

Scope of service #

The range of services supported by Volcano Engine includes:

• Consultation on the use of Volcano Engine technology, products and solutions.
• Best practices in using Volcano Engine technologies, products, and solutions.
• Problem localization and troubleshooting assistance during the use of Volcano Engine products.
• Interface consulting and troubleshooting assistance during the use of the Volcano Engine API and SDK.
• Advisory support on financial billing and contractual issues related to Volcano Engine.

The range of services supported by Volcano Engine does not include:

• Cloud business operation and maintenance services.
• Business code development, collaboration, and troubleshooting.
• A third-party self-built business based on cloud-native capabilities.
• Any questions raised by uncertified IM communication groups and Enterprise Services groups not supported by Volcano Engine services.
• Third-party software installation, patch update, testing, fault diagnosis, optimization and other daily operation and maintenance services. (See the final section of this article - third-party software support.)

Service content #

• IM online manual service
  Volcano Engine provides 7x12 hours (09:00 - 21:00 Beijing time) of IM online manual service. You can contact us through "Official Website - Right Floating Floor - After Sales - Online Customer Service" and follow the prompts on the page to get professional engineer services. If you encounter platform services (bills, account numbers, invoices, etc.), filing services, general product after-sales use consultation and other related issues, IM online manual service will effectively respond and accept your questions.

• Hotline 400 - 850 - 0030 ext. 2
  Volcano Engine provides 7x12 hours (09:00 - 21:00 Beijing time) manual phone service. You can choose the support service you need by dialing 400 - 850 - 0030 ext. 2 according to the options provided in the voice menu. Usually our phone will be connected quickly. If you encounter business cooperation, order inquiries, account login, and other related issues, the hotline is the most efficient service channel.

• Official Website XFlow
  Volcano Engine provides 7x24 hours of XFlow. You can log in to the official website of Volcano Engine, enter the "Console" in the upper right corner of the page, and click "Create Work Order" in the upper right corner of the page to submit a question. The questions you submit will be accepted by professional engineers, and we will respond to your support request in a timely manner according to the priority of the problem and the service plan you belong to. If you encounter problems such as functional consultation and abnormal usage, the work order system is the most efficient service channel.

• Enterprise exclusive group service
  Volcano Engine provides enterprise-specific group support services. You don't need to log in to Volcano Engine's official website or make a 400 call. You only need to contact the exclusive service number "Xiaohuo @Volcano Engine" or "Xiaoshan @Volcano Engine" in the enterprise group to get the fastest problem response and acceptance. In some cases, we will invite other Volcano Engine technical experts to join the group to jointly diagnose the problem. At the same time, problems in the Volcano Engine enterprise exclusive group will be archived and retained.

• Information notification service
  Volcano Engine provides customers with information notification services, and subscription information can be sent to the customer's designated address by text message, in-app letter or email. Help you stay up to date with important information such as system maintenance, product updates, financial bills, and resource renewals. You can log in to the Volcano Engine official website to enter the message center - message receiving configuration for subscription settings.

• Service and response

Note: Some project-based Client Servers and response times are subject to contractual agreements.

Third-party software support #

During the support service process, for the following third-party software support scope, Volcano Engine can, if necessary, do its best to provide customers with the following third-party software installation, configuration and troubleshooting recommendations in the Volcano Engine ECS server/operating system environment based on existing experience. This recommendation is only for experienced system administrators or other relevant IT technical personnel, and the customer evaluates the decision whether to adopt and implement it. Volcano Engine is not responsible for the installation, debugging, updating of third-party software, or the steps to implement the relevant recommendations.
With the development of Volcano Engine's business, Volcano Engine will launch a more detailed and in-depth service plan in the future to provide users with more comprehensive and professional after-sales support services. Thank you for your continued support!