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由世纪互联运营的 Power BI 的技术、帐单和订阅支持

发布日期:2016-11-29

适用于:由世纪互联运营的 Power BI

注意:
以下所有支持选项适用于由世纪互联运营的 Power BI。关于微软公司全球版本的 Power BI 的支持,请参阅 Power BI 支持

世纪互联为 Power BI Pro 客户提供全局性技术支持、售前支持、帐单和订阅支持。授权管理员可通过由世纪互联运营的 Power BI 管理员门户(与由世纪互联运营的 O365 管理员门户集成)在线提交服务请求、访问支持电话号码并查看所有已开通和最近关闭的服务请求。有关详细信息,请参阅本文联系 Power BI 支持” 部分。


世纪互联 Power BI 技术支持团队仅解决与由世纪互联运营的 Power BI 服务相关的问题。源自客户网络的问题不在支持范围内。在这些情况下,客户需要联络本地网络团队以获得帮助。


账单和订阅管理支持

可任意时间在线提交请求, 或在中国地区工作日营业时间(周一到周五)通过电话获取有关账单和订阅管理问题的帮助。账单和订阅管理支持的联系方式与与技术支持相同,可在 由世纪互联运营的 Power BI 门户上找到在线提交入口和电话号码。有关说明,请参阅本文“联系 Power BI 支持” 部分


以下是账单和订阅管理问题的一些示例:
注册或购买订阅
• 从试用订阅转换为付费订阅
• 了解帐单
• 续订订阅
• 添加或删除许可证
• 取消付费订阅


技术支持

Power BI 订阅的技术支持提供有关排查错误和一般技术用法的帮助。下表列出了这些问题的一些示例。

支持类别

示例

排查错误

连接数据集出错

计划数据更新出错

创建仪表盘出错

分享仪表盘出错

修改仪表盘布局出错

一般使用咨询

如何创建仪表盘

如何分享仪表盘

如何获取数据


注意:
您可以在此学习如何联系技术支持:参阅本文“联系 Power BI 支持”部分


技术支持案例的处理

世纪互联为每个案例按照问题类型和对客户业务的影响程度指定一个严重级别并按此级别进行相应处理。问题类型和严重级别示例如下:

严重级别

操作和支持说明

严重性 A(很严重)

一个或多个服务不能访问或不可用。生产、经营或部署期限受到严重影响,或对生产或盈利造成严重影响。多个用户或服务受到影响。

严重性 B(高)

服务可用,但性能受损。这种情况对业务产生的影响不太严重,可在营业时间进行处理。单个用户、客户或服务部分受影响。

严重性(非关键)

这种情况对业务的影响很小。此问题很重要,但不会对客户的当前服务或生产率产生严重影响。单个用户遇到部分中断,但存在可接受的解决方法。


技术支持初始响应时间
初始响应时间取决于上述严重级别。世纪互联技术支持团队会参考工单严重级别在合理时间内进行技术问题研究并于客户沟通联系, 同时也期望客户以合理方式进行配合以尽快解决问题。 下表介绍目标响应时间。


严重级别1

世纪互联客户支持团队响应时间

客户职责

严重级别 A2 (关键)

初始响应:2 小时以内。

后续:24X7 持续工作直至问题解决。

提供充分的业务影响声明 (参见以上严重性 A 说明和示例)。

确保在世纪互联技术支持团队持续工作时间内充分配合技术研究和信息沟通。

在案例全生命周期提供准确可靠的联系人信息。

严重级别 B (高)

初始响应:4 个工作小时以内.

在案例全生命周期提供准确可靠的联系人信息。

严重级别 C (中)

初始响应:8 个工作小时以内.

在案例全生命周期提供准确可靠的联系人信息。

   
请注意:
如果客户无法在案例处理过程中提供合理水平的联系和配合,则世纪互联技术支持人员有权利暂时降低案例严重级别;
严重级别 A 仅限于技术支持案例。账单和订阅管理支持案例最高严重级别为 B。


技术支持工作时间
严重级别 A : 24X7 持续工作直至问题解决;
严重级别 B/C :  9:00 ~18:00 (北京时间),中国大陆地区工作日。


联系 Power BI 支持
注意: 仅订阅了由世纪互联运营的 Power BI Pro 的组织的管理员可以联系和获得支持。如果您使用 Power BI Pro,但您不是管理员,您仍可通过社区论坛获取支持,或与您的管理员联系以获取支持。

-  打开联机请求。
可通过在
Power BI 管理员门户(与由世纪互联运营的 O365 管理员门户集成)发起在线服务请求节省时间。我们将帮助你您到解决方案,或请专员通过电子邮件或电话与您联系。了解本文“技术支持初始响应时间”部分。

-  致电支持人员。
如果使用在线服务请求遇到困难, 可通过热线电话提交请求。热线电话号码是 (86)400-089-0365。


更多资源:
•  客户可以从
Power BI 微软官方网站 获取关于如何利用 Power BI 更好实现商业目标的丰富文档和资源。
•  客户可以通过
Power BI 管理员门户(与由世纪互联运营的 O365 管理员门户集成)查询 Power BI 服务运行健康状况。
•  客户可以在
Power BI 论坛提出问题并参与各种讨论.


Get Technical, Billing and Subscription Support for Power BI Operated by 21Vianet


Applies to: Power BI operated by 21Vianet Pro

Note: All the support options below are for Power BI operated by 21Vianet in China. For all support for worldwide version of Power BI, see worldwide Power BI support.  


With every subscription of Power BI Pro operated by 21Vianet, 21Vianet support provides technical, billing and subscription support. Authorized administrators can submit service requests online and access support telephone numbers through the Power BI operated by 21Vianet admin portal (integrated with O365 Operated by 21Vianet Admin Portal). For instructions, see "
Contact support" section.


The 21Vianet Power BI technical support team troubleshoots only those issues that are related to Power BI service operated by 21Vianet. Issues that originate in customer networks fall outside of the Power BI support boundaries, and in these cases, customers must work with their networking team for assistance.


Billing and subscription management support
Assistance for billing and subscription management issues is available online or by telephone during China business hours (Beijing Time), Monday through Friday. Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support. The support telephone number can be found on the Power BI operated by 21Vianet portal. For instructions, see "
Contact support" section.


Here are some examples of billing and subscription management issues:
• Signing up or purchasing a subscription
• Converting from a free subscription to a paid subscription
• Understanding the bill
• Renewing a subscription
• Adding or removing licenses
• Canceling a paid subscription


Technical support
Technical support for Power BI operated by 21Vianet subscriptions provides assistance with break-fix scenarios and general usage inquires. Some examples of these issues are listed in the following table.


Support category

Examples

Break-fix

•     Error  connecting to a dataset

•     Error  with scheduled data refresh

•     Error  creating a dashboard

•     Error  sharing a dashboard

•     Error  altering a dashboard layout

general inquiry

•     Help  with creating a dashboard

•     Help  with sharing a dashboard

•     Help  with obtaining the data

Notes: You can learn how to contact technical support "Contact support" section.


Technical support case handling
21Vianet assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.


Severity level

Operations and support description

Sev A (Critical)

Loss of one or multiple functionality, or consistent  performance degradation of major functions.   Remarkable negative impact to production deployments or services  causing sever loss to the customer. Blocking big number of seats, end users  or services.  

Sev B (High)

Service is available but with consistent performance  degradation and medium impact. Can wait for working hour mitigation.    Single user or partial service is  impacted.

Sev C                 (Non-critical)

limited impact. the problem is important, but will not  bring serious impact to customer’s service or productivity.  Partial break-down or performance  degradation to single user. Or there’s a reasonable workaround.


Technical support initial response times
Initial response time is based on the severity levels described above. 21Vianet customer service team follow up with investigation and customer communication in reasonable rhythm according to severity levels. 21Vianet also expect customer to collaborate at reasonable level accordingly.


Technical support initial response times
Initial response time is based on the severity levels described above. 21Vianet customer service team follow up with investigation and customer communication in reasonable rhythm according to severity levels. 21Vianet also expect customer to collaborate at reasonable level accordingly.

Security level1

21Vianet customer support team Initial response

Customer responsibility

Sev A2 (Critical)

Initial Response: 2 hour or less; Follow up: continues effort until  problem resolution.

Provide solid business impact statement (see the severity A description  and examples above); Allocate resource to ensure continues collaboration with  21Vianet customer support agent for the joint investigation and necessary  communication; Provide accurate contact information and ensure reliable  communication throughout the service request lifecycle.

Sev B (High)

Initial Response: 4 working hours.

Provide accurate contact information and ensure reliable communication  throughout the service request lifecycle.  

Sev C

(Non-critical)

Initial Response: 8 working hours.

Provide accurate contact information and ensure reliable communication  throughout the service request lifecycle.


1 If the customer cannot provide required resource or make response for collaboration with 21Vianet customer support agent investigation in reasonable time, 21Vianet support team may lower down the severity level of a service request.
2 Severity A is available only for technical support. For billing and subscription management support, the highest severity level is B.


Technical support working hours
Severity A: 24*7 continuous service


Severity B/C: 9:00 ~18:00 (Beijing Time) a day, working days in China Mainland.


Contact Support
Note: Assisted support options are for admins of Power BI pro subscription only. If you are using Power BI pro but you’re not an admin, you can still get support in the community forums, or by contacting your admin.


Open an online request
Save time by starting your service request online from
the Power BI Admin Portal(integrated with O365 Operated by 21Vianet Admin Portal). A support agent will contact you by email or phone. Learn about initial support response times.


Call support
If you encounter any problem with online request, phone support is available at (86)400-089-0365.  


More resources:
• Customers can find rich documents about how to use Power BI to achieve the best business goals at the
Power BI offical website.  
• Customers can look up Power BI service health status in the
Power BI admin portal(integrated with O365 operated by 21Vianet admin portal)
• Customers can get answers from hands-on experts in the
Power BI Community.


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