Plan Support Levels

While we aim to respond as fast as we can - and often respond outside of the listed Availability hours - we hope you understand that we have to triage and prioritise cases when there are numerous.

If you find that you will require additional support outside of what is included in your plans, please kindly reach out to support@chinafy.com so that we may include additional support for you to meet your needs.

Starter: Email support only, support@chinafy.com. Unless there is critical system error, support availability is available during business hours 10am-7pm HKT with an average response time of <24 hours.

Pro+ Plan: Email support only, support@chinafy.com. Unless there is critical system error, support availability is available during business hours 10am-7pm HKT with an average response time of <12 hours. 

Enterprise Plan: Named technical manager, named accounts manager. Technical support is available 24 hours a day, 7 days a week with guaranteed response in under 24 hours and an average response time of 2 hours. 

Paid Trial: Same as Pro+ plan support levels unless explicitly mentioned otherwise.

Plan Type
Starter
Pro+
Enterprise
Includes
  • Email Support
  • Access to Knowledge Base
  • Everything in Starter, plus

  • Slack (optional as an add-on)
  • Everything in Pro+, plus

  • Named Account Manager
  • Named Technical Accounts Manager
  • Dedicated Slack Channel (optional)
  • Availability
    10am-7pm HKT, Mon-Friday (except public holidays)
    10am-7pm HKT, Mon-Friday (except public holidays)
    24/7
    Response time will vary based on Issue Severity Levels
    Average Response Time
    < 24 business hours
    < 12 hours
    < 2 hours
    Guaranteed Response Time
    x
    24 hours
    24 hours
    SLA Thresholds
  • Uptime Percentage
  • 99%
    99.95%
    99.99%
  • Downtime
  • ~43 minutes
    ~22-23 minutes
    ~4-5 minutes
  • Service Credits
  • 5x SLA
    15x SLA
    25x SLA
    ×

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