Support Center
Product problems, order questions, partnership enquiries: everything comes in here. First reply within 4 working hours, and every submission gets a ticket number you can check. Chat messages do not count. Tickets do, so anything that needs a record goes through here.
Ways to get support
Open a ticket
Clients and visitors can both submit. For something urgent, put "Urgent" in the subject line.
Service clients
Project progress, acceptance and aftercare run through tickets, so there is a record and you can check where things stand.
Product problems
Questions about products like Wenshu Office and KINGAI OS are collected and handled here too.
Response rules, stated up front
First reply within 4 working hours
Tickets are handled in submission order, with a first reply inside 4 working hours. Complicated problems get a handling plan first, then a timeline.
Urgent problems jump the queue
A site down or payments broken (business-stopping problems) marked "Urgent" go through the fast channel: stop the bleeding first, dig into causes second.
Self-service first, tickets second
Common questions are covered in the resources articles; product usage is on each product page. If neither solves it, open a ticket.
Four things to include in your ticket
- Which product or service has the problem — its name
- What the problem looks like: the error message, or what the screen shows, as it is
- When it started, and whether it worked before
- How to reach you: an email or phone number — receipts and progress updates go there
The more specific the ticket, the fewer rounds of questions it takes to resolve.
Try these first
Resources
The questions clients ask most, written up as plain-talk articles.
Products overview
Product statuses, entry points and usage notes live on the product pages.
Self-service did not solve it?
Open a ticket: first reply within 4 working hours.
