Alibaba Cloud clarifies ticket response times based on urgency and priority, ensuring users understand the expected processing time for support requests.-Support(Support)-阿里云帮助中心

Alibaba Cloud technical support engineers prioritize tickets based on urgency to ensure that critical issues receive a faster response.

Table 1. Ticket response times

Product usage inquiry	Business affected	Business unavailable
Registered customers < 120 minutes VIP customers < 60 minutes	Registered customers < 90 minutes VIP customers < 45 minutes	Registered customers < 60 minutes VIP customers < 30 minutes

Table 2. Ticket urgency levels

Ticket urgency level	Level description	Examples
Business unavailable	A core production system experiences a breakdown or a widespread critical issue that requires immediate attention. This does not apply to non-core or test systems.	E-commerce platform: A traffic burst overloads the CPU or memory. The website is inaccessible, and transaction volume drops. Online education platform: Live streaming stutters, and classes are forced to stop. Enterprise data mid-end: Widespread SQL job failures cause data abnormalities and affect business decisions.
Business affected	A production system experiences a limited service issue, damage, or degraded performance. The service is not completely unavailable, but the issue requires prompt resolution. This does not apply to test systems.	E-commerce platform: A traffic burst causes network congestion. Website access slows down for a period but does not affect transactions. Online education platform: Live streaming latency increases, and the real-time experience is degraded. Enterprise data mid-end: SQL jobs run slowly, which causes some data processing delays.
Product usage inquiry	A request for technical guidance on a non-fault issue. The response is not urgent.	Feature inquiries, product approvals, technical troubleshooting, etc.

Service notes:

Objectively assess the urgency level to ensure that urgent issues receive a faster response. Use the highest urgency level only for issues that directly affect production systems. Do not submit high-urgency tickets for general guidance questions. If the urgency level that you submit does not accurately reflect the issue, Alibaba Cloud cannot guarantee a response within the time frame specified for that level.