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对新工单进行分类、设定优先级，并依据产品文档起草回复。

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Refund and Billing PolicyMonthly plans can be cancelled at any time and stay active until the end of the paid period. Annual plans are refunded pro rata within the first 30 days. Duplicate charges are refunded within 5 business days.
Incident Severity LevelsSeverity 1: the product is down or data is at risk; response within 30 minutes, around the clock. Severity 2: a major feature fails; response within 4 hours. Severity 3: minor issues and questions; response within 1 business day.
SSO Setup GuideSingle sign-on with SAML is available on the Business plan. An admin uploads the identity provider metadata in Settings, Security, then tests the login before enforcing SSO for all users.
Data Export GuideAdmins export dashboards as CSV or PDF from the dashboard menu. Full account exports are requested in Settings, Data and are emailed as a download link within 24 hours.
Plan LimitsThe Starter plan includes 3 users and 5 dashboards. The Growth plan includes 15 users and unlimited dashboards. The Business plan adds SSO, audit logs and a 99.9% uptime commitment.

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