The first-time response time of the after-sales support team is based on the support plan that you choose and the type of ticket submitted. Alibaba Cloud will use all reasonable efforts to provide an initial response within the following time frames.
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| Basic Plan | Developer Plan | Business Plan | Enterprise Plan |
| Response time | <18 hours (6 tickets per quarter) (24/7 availability) | Minor imapct: <8 hours General question: <18 hours (24/7 availability) | Critical impact: <15 minutes (4 tickets per month) Production system down: <40 minutes Moderate impact: <4 hours Minor impact: <8 hours General question: <18 hours (24/7 availability) | Critical: <15 minutes Production system down: <40 minutes Moderate impact: <4 hours Minor impact: <8 hours General question: <18 hours (24/7 availability) |
The overall time it takes for Alibaba Cloud to resolve a problem depends on its complexity. The after-sales team will work closely with you to fix the issue as soon as possible.