One-on-one expert service
Encountering technical issues such as certificate application or deployment when using Certificate Management Service? You can get dedicated technical support through the One-on-One Expert Service: use the free expert-assisted self-service to quickly resolve common issues, or purchase the paid remote expert handling service for in-depth technical assistance. This topic describes how to use both services.
Service overview
Certificate Management Service provides two types of one-on-one expert services. You can choose based on your actual needs:
Service method | Applicable scenario | Service hours and notes |
Expert-assisted customer self-handling | Consult experts about common issues such as certificate scenarios, pricing, and application processes through a DingTalk group. | 09:00 to 12:00 and 13:00 to 18:00 on business days. Issues submitted on non-business days will be addressed on the next business day. |
Paid remote expert handling | Full-cycle expert assistance: organizing application materials, coordinating with the CA to expedite issuance, and providing remote video guidance for certificate installation and deployment. | Alibaba Cloud provides the following three types of paid services:
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Use expert-assisted self-service (free)
With this service, you can consult experts about certificate-related issues in a DingTalk group and quickly get answers.
Prerequisites
You have downloaded and registered for the DingTalk app.
You must use the mobile number bound to your DingTalk account to create a service contact. For more information about how to create a service contact, see Manage contacts.
Procedure
Log in to the Certificate Management Service console.
In the left-side navigation pane, click One-to-one Expert Service.
In the One-to-one Expert Service panel, configure the service information as described in the following table, and then click Create DingTalk Service Group.
Parameter
Description
Select Service
Select Customer Self-handling with Expert Assistance (DingTalk).
Contact
The contact for the one-on-one expert service.
The system automatically checks whether the contact has joined the certificate service support organization. If not, click Contact Technical Support for Cloud Security Services and confirm the invitation in DingTalk.
If you do not receive an invitation in DingTalk for an extended period, click If no invitation is received, use your DingTalk to scan the QR code and join the organization. to scan the QR code and join the Certificate Management Service technical support organization.
Issue Type
Select the type of issue you want to consult about.
After the system creates the service group, open DingTalk to ask questions or scan the QR code to join the group. The expert will then provide one-on-one service for you.
Use the paid remote expert handling service
If you need expert assistance to organize application materials, coordinate with the CA to expedite certificate issuance, or require remote guidance for certificate installation and deployment, you can choose the paid remote expert handling service. After purchase, the system automatically creates a DingTalk technical support group, where experts provide dedicated service for you.
Procedure
Log in to the Certificate Management Service console.
In the left-side navigation pane, click One-to-one Expert Service.
In the One-to-one Expert Service panel, configure the service information as described in the following table, and then click Purchase Service.
Parameter
Description
Select Service
Select Remote Handling by Expert (Paid).
Type
Select the type of service you need:
Assistance Application: Helps you quickly obtain an SSL certificate. During business hours, your SSL certificate can be issued in as little as 8 hours.
Deployment: Assists with troubleshooting certificate deployment issues to help you go live quickly. During business hours and under normal circumstances, your SSL certificate can be deployed and go live in as little as 4 hours.
NoteUnder special circumstances (for example, the website does not have an ICP filing or the server password is lost and cannot be reset), you must resolve the website or server issue before deployment can proceed.
Assistance Application + Deployment: Assists with quickly obtaining an SSL certificate and deploying it. During business hours, your SSL certificate can be issued, deployed, and go live in as little as 8 hours.
Terms of Service
Read the service agreement carefully and select the check box.
NoteYou need to select this check box only when Type is set to Assistance Application + Deployment.
After the system creates the service group, open DingTalk to ask questions or scan the QR code to join the group. The expert will then provide one-on-one service for you.
Refund policy
Unused Assistance Application or Deployment Service supports a 7-day no-reason refund. For more information, see Refund rules.
Orders that have already been connected to a dedicated DingTalk group and used the service are not eligible for a refund.
If you have used any part of a purchased service package, neither the order nor the unused services are eligible for a refund.
After an SSL certificate is successfully deployed, refunds are not provided if the browser cannot securely access the website due to the website referencing insecure HTTP resources.