Guided by our unwavering commitment to customer satisfaction, the SmartX technical support team delivers responsive and efficient online assistance. We stand ready to help with all aspects of your SmartX product experience—from initial configuration and issue resolution to performance enhancement and addressing your feedback. Our mission is to safeguard both your operational continuity and ensure you receive maximum value from our solutions.
Technical Support Service
Working Process
Severity Levels
Technical Support Service
SmartX provides professional support through our technical engineers via WeChat, WhatsApp, hotline, and remote support sessions.
Product Guidance
Provide comprehensive assistance with system features and setup processes, along with documentation resources that empower customers to operate independently moving forward.
Technical Troubleshooting
Deliver troubleshooting and resolution for technical problems, including system recovery services and defect correction.
Security Enhancement
Support customers in strengthening product security by addressing vulnerabilities identified during compliance assessments or security scans. We help implement necessary fixes, provide guidance to ensure systems meet required security standards with minimal operational impact.
Feature Requests
Collect customer feature requests and work with our product team to review them. For approved ideas, we track progress and keep customers updated on development status, ensuring the final solution addresses their needs.
You can seek technical support through the following methods:
Customer Service Phone
+86-400-116-5557
WhatsApp Business
+1-202-3214228
Email
support@smartx.com
WeChat
Working Process
L1 Team
Investigation & Feedback
Learn about the team
L2 Team
Investigation & Analysis
Product/Non-product Issue Identification
Learn about the team
L3 Team
Product Issue Identification
Patches/New Releases
Root Cause Analysis
Learn about the team
Severity Levels
Priority
Description
Priority 1
Critical
The system is halted out of service, leading to critical business downtime. All data corruption, data loss, and data unavailability issues are assigned this priority level.
Priority 2
Major
The system is available, but issues cause major inconvenience which has a direct impact on productivity, e.g., performance fluctuation and unexplained high CPU utilization causing random lagging.
Priority 3
Minor
The system is experiencing occasional issues which cause minor inconvenience and has not greatly affected productivity, e.g., alerts in unhealthy status.
Priority 4
Cosmetic
General questions and cosmetic issues are inquired, e.g., inquiries regarding a routine technical issue and requests on software module configuration.
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