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Welcome to Chinafy SupportCommon Support FAQsIssue Severity LevelsPlan Support LevelsOnboarding Support Levels

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.

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 7 days a week with guaranteed response in under 24 hours and an average response time of 2 hours. 

Custom: Please contact us to discuss your specific needs.

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
    12 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

    SOLUTIONS

    China Website Optimization
    China Social Media Integration
    Chinafy for Enterprise
    B2B Live

    FEATURES

    Website Speed
    Website Compatibility
    Website Delivery
    China SEO

    OTHER SERVICES

    ICP License Filing
    Hosting in China
    WeChat Marketing
    Translation & Localize

    Industry Solutions

    Agriculture
    Automotive
    Aviation
    Belt & Road Initiative
    Financial Services
    Healthcare
    Media & Entertainment
    Professional Services
    Travel & Hospitality
    Venture Capital

    TRUST

    Security
    Reliability
    Privacy
    Compliance

    LEGAL

    Terms of Service
    Privacy Policy
    SLA
    Data Processing Addendum

    SUPPORT

    Chinafy Support
    Knowledge Hub
    FAQs

    PRICING

    RESOURCES

    Blog
    Case Studies
    Industry Data
    Supported Technologies
    China Tech Landscape
    Press
    Website Terms Glossary

    TOOLS

    Global Website Speed Test
    Website Visual Speed Test
    China Website Code Test
    China Resource Test
    China SEO Basic Test

    PARTNERS

    Become A Partner
    Partner Application Form
    Featured Partners

    TECHNOLOGIES

    Squarespace in China
    Shopify in China
    Chinafy for WordPress
    Chinafy for AEM
    Cloudflare in China
    Chinafy for Webflow
    Chinafy for Drupal
    Chinafy vs. CDN
    Chinafy vs. Cloudflare CDN
    Chinafy vs. Akamai CDN
    Chinafy vs. Mlytics
     
    Copyright © 2023 Notey Limited. All Rights Reserved.
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