工單受理範圍|Support Ticket Scope of Service

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利群主機 (LeiKwan Host) 工單受理範圍條款

為了提升服務效率並確保您的問題能得到及時處理，請在提交工單前，參閱以下服務受理範圍。

諮詢類別

價格諮詢
- 關於我們產品與服務的售價、續費價格等相關問題。
套組配置細則
- 查詢具體服務套餐的硬體規格（CPU、記憶體、儲存）、流量額度及網路配置。
優惠索取
- 詢問當前正在進行的促銷活動、優惠碼使用規則或長期客戶折扣。
退款
- 根據我們的服務條款（TOS）申請退款之事宜。

技術類別

無法開機
- 您的伺服器或虛擬主機（VPS）作業系統無法啟動、卡在開機畫面等問題。
模板安裝與使用
- 由我方提供的作業系統模板（OS Template）安裝失敗或基本使用問題。
單網卡能否通網
- 主機網路連線中斷或無法存取，需要我方從後端進行檢查。
IP 位址諮詢
- 查詢已分配給您的 IP 位址、網關、子網路遮罩等資訊。
路由報障
- 報告特定方向的網路延遲過高、丟包或無法連線問題（請附上 MTR 或路由追蹤報告）。
一般使用問題
- 主機的重開機、重設密碼等在控制台內的基本操作。請注意：此項不包含任何客戶自行安裝的軟體之技術支援（例如：網站環境配置、資料庫管理、應用程式除錯等）。

中國大陸合規專線

KYC (實名登記)
- 協助處理及提交符合中國大陸法律要求的實名認證資料。
違規、通報與法律諮詢
- 處理來自中國大陸的濫用投訴、違規內容通報及相關法律問題初步諮詢。
中國大陸常見處理辦法諮詢
- 關於域名備案、伺服器內容限制等中國大陸特有規範的處理流程諮詢。
中國大陸特色導致的產品線諮詢
- 因應中國大陸特殊網路環境而設的產品（如CN2、BGP等）之適用性諮詢。
其他中國大陸內容
- 其他所有與在中國大陸地區運營相關的合規性事宜。

重要聲明

我們明確不受理任何關於「翻牆軟體」（如 VPN、Shadowsocks、V2Ray、代理等）的安裝、配置、除錯或使用方法的諮詢。任何與此相關的工單將會被直接關閉，恕不另行通知。

LeiKwan Host Support Ticket Scope of Service

To enhance our service efficiency and ensure your inquiries are addressed promptly, please review the following scope of service before submitting a support ticket.

Inquiry Category

Price Inquiry
- Questions regarding the pricing, renewal fees, and costs of our products and services.
Plan Configuration Details
- Inquiries about specific plan specifications such as hardware (CPU, RAM, storage), data transfer allowance, and network configuration.
Discount Request
- Questions about current promotions, coupon code eligibility, or potential long-term client discounts.
Refunds
- All matters concerning refund requests as per our Terms of Service (TOS).

Technical Category

Boot Failure
- Issues where your server or Virtual Private Server (VPS) fails to start up or gets stuck during the boot process.
OS Template Installation & Usage
- Failures during the installation of an OS template provided by us or basic usage questions about it.
Single NIC Connectivity Issues
- Loss of network connectivity or access to your host, requiring a backend check from our side.
IP Address Inquiry
- Requests for information regarding your assigned IP address, gateway, subnet mask, etc.
Reporting Routing Issues
- Reporting high latency, packet loss, or connectivity failure to a specific destination (please provide an MTR or traceroute report).
General Usage Questions
- Basic operations available in the control panel, such as reboots or password resets. Please note: This category excludes technical support for any customer-installed software (e.g., web server configuration, database management, application debugging, etc.).

Mainland China Compliance Support

KYC (Real-name Registration)
- Assistance with processing and submitting Know-Your-Customer (KYC) information required by Mainland China law.
Violations, Abuse Reports, and Legal Inquiries
- Handling abuse complaints, violation reports, and preliminary legal inquiries originating from Mainland China.
Inquiry on Common Handling Procedures in Mainland China
- Consultation on procedures specific to Mainland China, such as ICP domain registration and server content regulations.
Product Line Inquiries due to Mainland China Specifics
- Consultation on the suitability of product lines designed for China’s unique network environment (e.g., CN2, BGP).
Other Mainland China Related Matters
- All other compliance-related matters concerning operations within the Mainland China region.

Important Notice

We explicitly do not accept any inquiries regarding the setup, configuration, debugging, or usage of censorship circumvention software (e.g., VPNs, Shadowsocks, V2Ray, proxies, etc.). Any support ticket related to this subject will be closed immediately without notice.

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