Third-party developers (referred to as ISVs) can obtain technical support services from TOP technicians through the ISV support center provided by Taobao Open Platform (referred to as TOP).

Through the ISV Support Center, you can:

1. Self-service search and view frequently asked questions
2. Submit questions to technicians online
3. Submit any questions online Needs and Suggestions

Obtaining technical support through the support center is free, but you need to register as a TOP developer.

How to register as a developer, please refer to the document "Register as a Developer".

2. Visit the support center

Visit the homepage of TOP://open.taobao.com /index.htm, you can find the access entrance to [Support Center] in the upper tab.

Picture2.1 Support Center Entrance

Picture2.2 Homepage of the Support Center

3. Search FAQ

You can complete the search operation by following the following operations:

1. Select the category of the question you want to search for
2. If the question category on the left is not selected is highlighted in blue, indicating that the default search is [all questions].
3. In the search question input box, enter the keyword to be queried

4. The magnifying glass icon on the right side of the mouse stand-alone input box

5. 
   

##Figure3.1 Search button

If the query does not return results, please confirm whether you have selected the wrong category, or try to select [All Questions] to search.

Picture3.2 Select a category when searching

4. Online questions

You can complete online questions through the following operations:

1.                                          Please log in as a developer first.

##Figure4.1 Log in through the Support Center

Picture4.2 Log in through the open platform homepage

2.

          ##ISVAfter logging in, the [Question] button will appear on the right side of the input box.

##Picture

4.3 Question entrance3.        

Enter the question editing page through [Ask a Question].

Figure

4.4 Edit the information and content of the question part

Picture4.5 Fill in the contact information part

4.                                                                    Compilation of information. 5.

      

Click [Submit] to complete the online question. If you fail to submit an online question, a prompt message will be displayed on the right side of the [Submit] button.

Questions that have been answered can be continued to [Follow Up], but questions under [Evaluation], [Return] or [Close] cannot be followed up. After that, the answer is considered complete and cannot be edited.

5. Edit the question

You can edit the detailed description of the question through a text editor. When editing, please pay attention to the following points:

Description of the problem:

In order to better let the technical staff understand your needs, please be as concise as possible when describing the content of the problem. Clearly describe the purpose, key points and expected effects of your requirements, and provide relevant supporting information or related information.
1. 
   "Question":
For the main content or title of the question, please try to use keywords, preferably within 20 Chinese characters, to highlight the important content of the question;
2. 
   "Question Classification" :
Please select the type of question or the classification of the content involved as needed. Only single selection is supported;
3. 
   

6. Continue to ask questions

When you need to add questions to our reply, you can click the Continue Question button, as shown below:

You can fill in the question in the pop-up question box and submit it. We won't limit the number of times you can continue asking questions.

7. Evaluation

After you receive our After replying, you can give an evaluation of our service level. We look forward to continuously improving our service quality through these evaluations. Note: After you comment, you will not be able to continue asking questions.

Attachment: Special reminder

1, Please provide as much information as possible:

1) Time information: Error The time or period of occurrence

2) Application information: such as APPKEY, the name of the application and the corresponding Want Want nickname

3) Error message: such as a detailed description and screenshot of the phenomenon when the problem occurs

4) Error record: such as the error number and error message recorded in the background

5) API information: the name of the specific API used

6) Business scenario: requirements Or a description of a business scenario when a problem occurs

7) Input data: such as the order number and the nickname of the corresponding buyer or seller, or the program code segment and specific parameters and their values

2, Problem handling process

1) After creating or editing, save the question through [Submit]. The status is initialized to "Waiting";

2) The technical staff checks the problem or transfers the problem to the product manager or development department, and the problem status changes to "Processing";

3) The technical staff intervenes The problem is processed until the problem is set to "Resolved" and the problem status changes to "Resolved";

4, Service Specification

1) For issues that are confirmed to be bugs/requirements, etc., but need to be submitted to other departments for processing, technical support will regularly track the progress. Due to limitations of the workflow, technical support can only provide an approximate time point for the specific resolution time. Please refer to the official announcement for the final resolution time.

2) If the problem is confirmed to be within the scope of non-TOP technical support capabilities, the technical staff will contact you through [ Return] or [Close] to end the question.

3) Relevant specifications for technical support consultation and processing:

##BUGEmergency technical BUG

Support channels	Support scope	##Range description	Processing Priority
Support Center	Technology related	Involves API usage, user authorization, signature, SDK related, active notification and Jushi Tower Consulting on technical issues related to cloud hosting and other open platform-related businesses, and assisting in locating and following up on BUGs related to open platform services.	high
	Business scenario related	Provide merchants, buyers, wireless, Taoke, marketing, etc. and use API to develop APP Consultation related to relevant business scenarios and solutions	高
	Demand related	The business and technical requirements related to the open platform involved when ISV provides services to users	##中
	##Business related	Review or rules and other related business issues	##Low
Group		Emergency failure due to Taobao main site or open platform failure causing the service to fail to operate normally	高
	##Technical problem consultation	Consultation on common technical issues or technical issues with provided information and technical issues on other non-open platform services	Low

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