Standard Product Support
Service Target
Applicable to all SERVICEME NEXT products with valid support entitlements.
Support Hours
| Item | Details |
|---|---|
| Business Hours | Full workweek in 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) | Within 1 hour |
| P1 (Severe) | Within 4 hours |
| P2 (Moderate) | Within 8 hours |
| P3 (Advisory) | Within 12 hours |
Notes:
- Response times are based on business hours 09:00–18:00, excluding Chinese statutory holidays.
- For special circumstances, please contact your designated technical support personnel.