Meiqia Service Standard
Classification of task priorities
Priority 1 ( High )
A major failure of the system or the failure of major functions to complete the important work of the customer results in the failure of the customer's data to be leaked or lost. Such issues are classified as Priority 1 .
The following issues of scope are classified as Priority 1 (including but not limited to the following):
1. Conversation messages are lost
2. Message Delay
3. Unable to log in in the background
4. The workbench turns around and the white screen
Priority 2 (Medium)
When a problem repeatedly affects normal work, and the problem is caused by an incorrect or uncorrectable function of the Micha product; the customer's data is at risk of leakage and loss. Such issues are classified as priority 2 .
Scope of the following issues are classified as Priority 2 (including but not limited to the following):
1. The dialog initiation page cannot be seen
2. IP cannot be obtained
3. Slow background response
4. The conversation cannot be closed
Priority 3 ( Low )
When a problem has little impact on day-to-day work, or the function in question is not a daily use but a seldom used skill; the risk of leakage and loss of customer data is low. Such issues can be classified as priority 3 .
Scope of the following issues are classified as Priority 3 (including but not limited to the following):
1. Ending the dialogue cannot immediately enter the historical dialogue
2. There is a delay in the homepage data overview
3. The background function that has been set does not take effect according to the setting
service level standards
For Priority 1 issues, after the task is submitted, the customer success staff of Mecha guarantees that the first response time will be within 15 minutes, and the time to take remedial action will be within 30 minutes. 24 hours non-stop support.
For Priority 2 issues, after the task is submitted, the first response time of the customer success personnel of Meiqia is no more than 1 hour, and the time to take remedial action is within the next business day.
For Priority 3 issues, after the task is submitted, the first response time of the customer success personnel of Meiqia is no more than 2 hours, and the time to take remedial action is within the next two business days.
Meiqia solution process
A remedial action might be to fix a software bug, create a workaround, or create an action plan.
An action plan will provide:
1. Confirm whether there is a problem ( some cases look like a problem, but it may actually be the design logic of Meiqia products )
2. Try to reproduce the problem ( definition of the problem: Reproducible. Because if it cannot be reproduced, it may be that the reproduction conditions are not clear and need to be confirmed twice )
3. Collect necessary information and submit it to the technology ( such as enterprise id, visitor identification , problem discovery time , recurrence conditions, etc. )
4. Technical view of DB, log , code, etc. to analyze the cause of the problem
5. How to solve the problem after the technology finds the reason? (There will be a variety of methods , some of which may involve communication with the product, whether it is appropriate to deal with this solution, and then finalize the solution.)
6. Modify the code , test cases , and configuration files, etc.
7. Find a test engineer to test on the internal test environment
8. After the test engineer has passed the acceptance, the production environment will be launched
9. User acceptance , if the acceptance fails, go back to step 1
Service level standards minimize unforeseen downtime, ensure continuity of business processes, and provide assurance that projects will execute on schedule.
Customer service hours by channel
Meiqia official website
Working hours: 6 days a week *13 hours / day, Monday to Saturday 9 : 00-22 : 00 . Statutory holidays are arranged according to the holiday time.
Non-working hours: Customers can submit work order tasks. In an emergency, please call customer support.
Priority 1 should provide 24 -hour uninterrupted service. Priority 2 and 3 shall also be implemented in accordance with the above service standards of this agreement. Party B shall not refuse to provide services because it is not within working hours.
Meicha 400 Tel
Monday to Friday: 9:00-18:00, excluding holidays
Non-working hours: Customers can submit work order tasks. In an emergency, please call customer support.
Priority 1 should provide 24 -hour uninterrupted service. Priority 2 and 3 shall also be implemented in accordance with the above service standards of this agreement. Party B shall not refuse to provide services because it is not within working hours.
The WeChat group and QQ group where the customer is located
Working hours: 7 days a week * 13 hours/day, Monday to Saturday: 9:00-18:00 : The first response time does not exceed 15 minutes; 18:00-22:00 : The first response time does not exceed 20 minutes. Sunday will respond in time, but not as the first response time requirement .
Non-working hours: Customers can submit work order tasks. In an emergency, please call customer support.
Priority 1 should provide 24 -hour uninterrupted service. Priority 2 and 3 shall also be implemented in accordance with the above service standards of this agreement. Party B shall not refuse to provide services because it is not within working hours.
Feature iteration cycle
Feedback requirements and problems during the iteration cycle will be evaluated or fixed in the next iteration cycle.
About CDN Solution
In terms of CDN , Meiqia uses Tencent CDN and Alibaba Cloud . In case of failure, switch CDN by modifying DNS CNAME .
Under normal circumstances, the CDN will automatically go back to the source to refresh. According to needs, in order to improve the real-time performance of the effective, Meiqia will also use the CDN management platform to actively trigger the refresh
About operation and maintenance monitoring and emergency measures
Regarding server anomaly monitoring, Meiqia currently has a professional operation and maintenance team in charge . APrometheus and Grafana are used for monitoring to establish corresponding Dashboards and alarms for our business indicators. When there is a problem , our R&D team and operation and maintenance team will all follow up and solve it.
