Standard Product Support
Service Target
Applicable to all SERVICEME NEXT products with valid support entitlements.
Support Hours
| Item | Content |
|---|---|
| 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 (Normal) | Within 8 hours |
| P3 (Suggestion) | Within 12 hours |
Note:
- Response time is based on business days 09:00–18:00, excluding official Chinese holidays
- For special circumstances, please contact your designated technical support personnel