Not just a ticket system —
more like an on-call engineering team.
Live chat staffed 24/7 with an average 10-second pickup; technical tickets respond within 35 minutes; enterprise plans add a dedicated customer success manager and architecture guidance.
Three ways for different urgency levels
Live Chat
Minor questions where you just want an answer. Start a chat without logging in — pre-sales and post-sales both supported.
Tech Tickets
Faults, business impact, engineer assistance needed. Submit a structured ticket and receive architecture suggestions and best-practice replies.
Phone Hotline
Emergencies, enterprise customers, business cooperation. Connect directly to a dedicated success manager or the right engineer.
Different urgency levels, different response commitments
| Level | Definition | First Response | Resolution Target | Escalation |
|---|---|---|---|---|
| P0 Critical | Core service unavailable Business fully disrupted, large-scale impact | 15 min | Restore within 4 hours | Proactive phone notice |
| P1 High | Major function impacted Some users impacted, workaround exists | 35 min | Restore within 8 hours | Ticket + SMS |
| P2 Medium | Non-critical function issue UX degraded, business continues | 2 hours | Within 1 business day | Ticket |
| P3 Low | Consult and suggestions Usage questions, config inquiries | 4 business hours | Within 3 business days | Ticket |
System status, public and transparent
Take a look first — 5 minutes might be enough
Quick Start
From signup to deploying your first cloud server — a 10-minute starter guide.
View Docs →Instance Management
24 articles on creating, scaling, migrating, and backing up instances.
View Docs →Network Configuration
Complete tutorials for VPC, security groups, load balancers, and direct connect.
View Docs →Security Best Practices
Recommended setups for key management, certificates, WAF, and DDoS protection.
View Docs →API & SDK
OpenAPI, Terraform, and Python / Go / Node SDK documentation.
View Docs →Billing & Pricing
Billing rules, savings plans, enterprise procurement, and invoicing process.
View Docs →Troubleshooting
Playbooks for instance start failures, network unreachability, performance jitter, and more.
View Docs →Changelog
Weekly product releases, bug fixes, and previews of new features.
View Docs →Urgent? Contact us directly. Otherwise, leave a note.
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