Q: How can I contact you if the service experiences an outage?
A:
Online support: The bottom-right corner of the console / online consultation on the official website (weekdays, 9:00–18:00)
Technical support email: support@maitoken.com
Enterprise customers: Contact your dedicated account manager via WeChat/DingTalk/Lark
Critical incident commitment: Response within 15 minutes and a resolution plan within 1 hour
Q: How are charges handled during an outage?
A:
Requests that fail due to a platform outage will not incur Token charges
Tokens consumed abnormally during the outage will be fully refunded after verification
Additional credit compensation will be provided according to the SLA
A complete RCA (Root Cause Analysis) report will be provided after service is restored
Q: How do I submit a support ticket?
A:
Console → “Help Center” → “Submit a Ticket”
Provide: ticket type, issue category, detailed description, and attachments (screenshots/logs)
The ticket status can be viewed in real time under “My Tickets”
Standard ticket response time: within 4 hours (during business hours)
Urgent ticket response time: within 30 minutes
Q: What is the refund process?
A:
Submit a refund request (via a support ticket or by contacting customer support)
Provide: account information, order number, and reason for the refund
Customer support verifies the usage details (approximately 10 minutes)
Confirm the refund amount
Once approved, the refund will be returned to the original payment method within 3~5 business days