Standard Product Support
Service Target
Applicable to all SERVICEME NEXT products with valid support entitlement.
Support Hours
| Item | Details |
|---|---|
| Business Hour | Full working week 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) | 4 Hours |
| P1 (Major) | 1 Business Day |
| P2 (Normal) | 2 Business Days |
| P3 (Suggestion) | Best effort |
Notes:
- Response times are based on business days 09:00–18:00, excluding Chinese public holidays.
- For special circumstances, please contact your technical support representative.