1-Hour Response · Multi-Channel Support · Cloud-Native Adaptation · Holiday Coverage

7×24 Technical Support Services are designed for enterprises "needing to ensure 24/7 operation of core systems (ERP, CRM, production systems) or worried about unexpected failures disrupting business", covering system maintenance, troubleshooting, and emergency repairs. Unlike standard weekday support, we offer "365 days × 24 hours" full-time service: multi-channel response via phone, Slack, and ticketing system, with 1-hour fault engagement and 80% of common issues (system lag, API errors) resolved within 2-8 hours. Supporting cloud-native platforms (AWS/Azure) and mainstream software, it solves pain points like "slow response, no holiday support, and costly system downtime", ensuring 99.99% business continuity.

1. Multi-Channel Response Mechanism

• Real-Time Engagement Channels:
• Critical Failures: Dedicated phone line to technical experts (10-second pickup) for P0 issues (system outage, data inaccessibility);
• Routine Needs: Slack/Teams real-time chat (5-minute response) and ticketing system (supports fault screenshots/logs upload);
• Regular Check-Ins: Monthly online inspection meetings to proactively warn of risks (server storage shortage, database performance decline);
• SLA Commitment: Clear resolution timelines by fault level (P0: 4-hour fix, P1: 8-hour fix, P2: 24-hour solution proposal), with a formal *Service Level Agreement (SLA)*.

2. Full-Scenario Fault Resolution

• System Maintenance Support:
• Daily Upkeep: Assist in monitoring system status (CPU/memory/disk usage), clean redundant data, and optimize database indexes to avoid performance bottlenecks;
• Troubleshooting: Remote access to diagnose issues (system errors, API failures), identify roots (network misconfiguration, 3rd-party service outage), and provide step-by-step fixes;
• Emergency Repairs: For critical failures (production system outage, backup loss), dispatch experts remotely or on-site (24-hour arrival in major global cities) to minimize downtime;
• Cloud-Native Adaptation: Specialized team handles cloud platform issues (AWS EC2 instance crashes, Azure SQL connectivity errors) with customized solutions to ensure compliance and stability.

3. Value-Added Assurance Services

• Service Reporting: Monthly Technical Support Report tracking fault types (30% API issues), response time (avg. 0.8-hour engagement), and resolution rate (98% closed monthly) to help optimize systems;
• Contingency Planning: Assist in mapping core business scenarios (Black Friday, month-end financial closing) to create System Fault Contingency Plans (failover processes, backups) with quarterly drills;
• Skill Empowerment: Quarterly online training (e.g., "daily system maintenance tips", "self-troubleshooting for common issues") to enhance in-house teams’ ability to reduce repeat requests.

4. Target Scenarios

• 1. Manufacturing Production Systems: E.g., "Auto parts factory MES system" — 24/7 monitoring of production data collection, 1-hour response to failures to avoid production line downtime (over \$15k/hour loss);
• 2. E-Commerce Peak Periods: E.g., "Black Friday/Cyber Monday" — support team on standby 72 hours in advance, real-time server load monitoring, and quick scaling for traffic spikes to ensure order processing;
• 3. Financial Core Systems: E.g., "Bank loan approval system" — 4-hour resolution for issues like "user login failures, approval delays" to meet financial industry business continuity regulations;
• 4. Global SaaS Platforms: E.g., "Cross-border project management SaaS" — multi-timezone support to resolve "EU/US user access errors, data sync delays" and maintain 99.99% uptime.