Standard Product Support
Service Scope
Applicable to all SERVICEME NEXT 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 times are based on business hours 09:00–18:00, excluding Chinese statutory holidays
- For special circumstances, please contact your assigned technical support personnel