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Support

Welcome to Chinafy Support Common Support FAQs Issue Severity Levels Plan Support Levels Onboarding Support Levels

Issue Severity Levels

Get answers to FAQs by visiting our Chinafy Knowledge Center.

Issue Types

- Technical: Get Chinafy support on Technical Issues you are not able to resolve through our Knowledge centre resources by filling out the Case Support form and contacting support at support@chinafy.com.

If you are an Enterprise user, you may also contact your named account manager.

- Business: Raise business or account requests directly at support@chinafy.com. Please be sure to use your email address and account details related to your Chinafy site.

- Billing: Please raise billing enquiries to payments@chinafy.com

Availability &  Response Times

- Technical support response time may vary depends on the nature terms of your service agreement or contract and the severity of the problem.

- Business support, such as questions about billing, contracts, new or modified service—is available on business days, generally Monday through Friday HKT. Please see Severity levels (below) for more information.

Rate Limiting

Chinafy secures websites, and applications while ensuring performance of legitimate traffic is not compromised. If we detect anomalous activity to your site which we believe is threatening in nature, we will filter and reduce the throughput of this traffic accordingly. If you are expecting large bursts of legitimate traffic, and/or if your site has been throttled by our filters, please reach out to us at enterprise@chinafy.com to adjust or tune your limits accordingly.

Severity Levels for technical issues

Severity Levels

Definition

Recommended Next Steps

Average Response Time

Severity Level

1 - Urgent

DefinitionChinafy system-level is down or majorly impacted and there is no other workaround possible or reasonably available.

Recommended Next Steps

Our system notifies us when there is a major error on a system level. Chinafy systems have a 99.9% uptime but if our servers are down, this is the type of issue that is flagged for resolution immediately.

Please fill out this form and contact your account manager.

Average Response Time

Resolution: < 2 Hours

Email update in < 4 hours

Severity Level

2 - Moderate

DefinitionChinafy system-level is moderately impacted or a singular incident of failure has been shared and verified.

Recommended Next Steps

Please fill out this form and contact your account manager.

Average Response Time

Resolution: < 6 Hours

Email update in < 24 hours

Severity Level