Technical Support
Contact the technical support team via the ticketing system and understand SLA response times.
Navigation: Admin Console → About → Technical Support
Ticket Submission Flow
Click Submit Ticket to open the enterprise ticketing system:
- Authentication: Sign in (WeChat QR login supported).
- Fill the form: Describe the issue in detail.
- Upload evidence: Attach screenshots from Application Information and Docker error logs.
Service Response SLA
Official response times:
- Business hours: Mon-Fri 10:00 - 18:00 (GMT+8).
- General issues: Response within 7 business days (feature questions, non-blocking bugs).
- Urgent issues: Response within 24 hours.
Definition of urgent issues: Only when the system is completely unavailable (cannot start, no one can log in), core data loss, or major security vulnerabilities.
First response time means the time when support accepts and replies to the ticket, not the resolution time. We will make reasonable efforts, but do not guarantee exact fix timing.
Support Email
For email-based technical support, contact: support@cherry-ai.com
Other Contact Channels
For business inquiries or additional contact options, visit the Contact Us page.