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Quel est votre nom ?

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Commencer

Merci de nous avoir contactés !

L'un de nos experts Chinafy vous contactera par e-mail dans les prochaines 24 heures pour vous fournir les informations suivantes

1 - Résultats attendus de l'après-Chinafy

2 - Votre plan personnalisé

3 - Prochaines étapes.

P.S. N'oubliez pas de vérifier votre boîte de réception de promotions au cas où notre message y atterrirait.

N'hésitez pas à consulter nos études de cas ou notre blog entre-temps.

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Support

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

Onboarding Support Levels

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)

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

Onboarding process

Every Chinafy website requires an initial evaluation, set-up phase, then ongoing support. However, the various plans differ in terms of processes included given the level of resources required. More on the Chinafy onboarding process below.

Pro+:

1) Site is evaluated and plan is generated

2) Introductory call with stakeholders

3) Subscribe via Stripe. Invoicing is an option for annual or multi-year users.

4) Contracts are standard as shared Chinafy’s Legal Hub online

5) Chinafy configures the website/web app

6) Chinafy shares Go Live Instructions & 1x Go Live call is coordinated with the IT team.

7) Ongoing support via Pro+ Plan levels

Custom contracts or processes are not included or supported in this tier. The standard configuration time is 1.5-2 weeks.

Enterprise

1) Site is evaluated

2) Introductory call with various stakeholders.

3) Vendor onboarding and procurement process, as needed. For example, vendor onboarding forms, security questionnaires, purchase order generation and more.

4) An Enterprise Order is generated with terms of service and other legal documents. Discussion or requested variations on our standard Legal documents & contract terms, if any, are made through email or calls if needed.

5) Enterprise Order is signed by both parties

6) Payment is processed

7) Chinafy configures the website/web app

8) Go Live calls and onboarding support as needed

9) Website goes live.

10) Ongoing support as per Enterprise levels

Enterprise (Custom)

Please enquire for more information and share a bit more context on your specific case.