Service Privileges
Developer
Business
Enterprise
  • Response as Quick as Within 30 Minutes

    Business system unavailability < 30 minutes

    Production system exception < 3 hours

    System exception < 8 hours

    General guidance < 16 hours

    Case severity/response time:

    Business system unavailability < 30 minutes

    Production system exception < 3 hours

    System exception < 8 hours

    General guidance < 16 hours

  • Third-Party Software Support

    HUAWEI CLOUD provides guidance for configuring third-party software and helps rectify faults.

  • Response as Quick as Within 10 Minutes

    Business-critical system unavailability < 10minutes

    Business system unavailability < 30minutes

    Production system exception < 3hours

    System exception < 8hours

    General guidance < 16hours

    Case severity/response time:

    Business-critical system unavailability < 10minutes

    Business system unavailability < 30minutes

    Production system exception < 3hours

    System exception < 8hours

    General guidance < 16hours

  • Support from Technical Experts

    HUAWEI CLOUD technical experts handle cases.

  • Dedicated Hotline

    Service time: 24/7

    Get quick, top priority access to the professional after-sales engineers through the dedicated 400 hotline.

  • Enterprise IM Group Support

    Service time: 24/7

    A dedicated IM group is ready to quickly respond to your troubleshooting requests and business inquires.

  • Third-Party Software Support

    HUAWEI CLOUD provides guidance for configuring third-party software and helps rectify faults.

  • Infrastructure Event Management

    During your key marketing or technical activities, HUAWEI CLOUD experts provide 24/7 support to minimize risks, quickly respond to problems, and ensure that everything goes smoothly.

  • Cloud Product Architecture Support

    HUAWEI CLOUD consultants will: Help you understand HUAWEI CLOUD product features and better use HUAWEI CLOUD products. Answer your inquiries about the HUAWEI CLOUD product architecture that best suits your applications. Provide best practices. Meet your requirements for flexibility, high availability, and high performance by optimizing architecture designs.

  • Response as Quick as Within 10 Minutes

    Business-critical system unavailability < 10minutes

    Business system unavailability < 30minutes

    Production system exception < 3hours

    System exception < 8hours

    General guidance < 16hours

    Case severity/response time:

    Business-critical system unavailability < 10minutes

    Business system unavailability < 30minutes

    Production system exception < 3hours

    System exception < 8hours

    General guidance < 16hours

  • Support from Senior Technical Experts

    HUAWEI CLOUD senior technical experts handle cases.

  • Dedicated Hotline

    Service time: 24/7

    Get quick, top priority access to the professional after-sales engineers through the dedicated 400 hotline.

  • Enterprise IM Group Support

    Service time: 24/7

    A dedicated IM group is ready to quickly respond to your troubleshooting requests and business inquires.

  • Dedicated Technical Service Manager

    Being familiar with your cloud architecture, HUAWEI CLOUD senior cloud service technical experts are able to provide guidance in building the best solutions for you, predict technical risks in advance, and offer optimization suggestions. The experts provide you with a more comprehensive, personalized, and proactive technical service.

  • Third-Party Software Support

    HUAWEI CLOUD provides guidance for configuring third-party software and helps rectify faults.

  • Infrastructure Event Management

    During your key marketing or technical activities, HUAWEI CLOUD experts provide 24/7 support to minimize risks, quickly respond to problems, and ensure that everything goes smoothly.

  • Cloud Product Architecture Support

    HUAWEI CLOUD consultants will:Help you understand HUAWEI CLOUD product features and better use HUAWEI CLOUD products.Answer your inquiries about the HUAWEI CLOUD product architecture that best suits your applications.Provide best practices.Meet your requirements for flexibility, high availability, and high performance by optimizing architecture designs.

  • Enterprise Care Plan

    HUAWEI CLOUD will:Analyze your business and formulate optimization and care plans. Organize technical discussions on a regular basis, survey your requirements, and design optimization solutions.Proactively assist you in formulating solutions in the event of changes to HUAWEI CLOUD, or emergencies (such as security vulnerabilities, viruses, and backbone network faults) that may adversely affect your services.

  • Monthly Service Report

    HUAWEI CLOUD provides you with a monthly report that includes the status of cloud resources, and a service support summary, as well as optimization suggestions.

Service content comparison

Service hotline
Basic

24/7

Developer

24/7

Business

24/7

Enterprise

24/7

Online ticket support
Basic

24/7

Developer

24/7

Business

24/7

Enterprise

24/7

Dedicated hotline

Service time: 24/7
Get quick, top priority access to the professional after-sales engineers through the dedicated 400 hotline.

Basic

Developer

Business

Support

Enterprise

Support

Enterprise IM group support

Service time: 24/7
Get quick, top priority access to the professional after-sales engineers through the dedicated 400 hotline.

Basic
Developer
Business

Support

Enterprise

Support

Case severity/Response time
Basic

Your requests will be addressed within 1 working day

Developer
Business system unavailability < 30 minutes
Production system exception < 3 hours
System exception < 8 hours
General guidance < 16 hours
Business
Business-critical system unavailability < 10minutes
Business system unavailability < 30 minutes
Production system exception < 3 hours
System exception < 8 hours
General guidance < 16hours
Enterprise
Business-critical system unavailability < 10minutes
Business system unavailability < 30 minutes
Production system exception < 3 hours
System exception < 8 hours
General guidance < 16hours
Case handling personnel
Basic

Technical engineer

Developer

Technical engineer

Business

Technical expert

Enterprise

Senior technical expert

Dedicated Technical Service Manager

Being familiar with your cloud architecture, HUAWEI CLOUD senior cloud service technical experts are able to provide guidance in building the best solutions for you, predict technical risks in advance, and offer optimization suggestions. The experts provide you with a more comprehensive, personalized, and proactive technical service.

Basic
Developer
Business
Enterprise

Support

Third-party software support
Basic

— —

Developer

Configuration guide and troubleshooting assistance

Business

Configuration guide and troubleshooting assistance

Enterprise

Configuration guide and troubleshooting assistance

Cloud product architecture support

在企业客户进行产品发布,业务推广或促销、重要节日业务高峰、数据迁移、应用升级等重大营销或技术活动时,全程提供云专家保驾护航服务,提前规避风险快速响应问题,保障企业客户活动平稳进行。

Basic

Developer

Business

Yearly billing mode: one consultation each year, lasting one full working day

Enterprise

Yearly billing mode: two full working days of consultation each year, which can be divided among two non-consecutive days

Infrastructure Event Management

在企业客户进行产品发布,业务推广或促销、重要节日业务高峰、数据迁移、应用升级等重大营销或技术活动时,全程提供云专家保驾护航服务,提前规避风险快速响应问题,保障企业客户活动平稳进行。

Basic

Developer

Business

Yearly billing mode: one day of support each year

Enterprise

Yearly billing mode: two full working days of consultation each year, which can be divided among two non-consecutive days

Enterprise care plan
Basic

Developer

Business

Enterprise

If you purchase a plan in yearly billing mode, HUAWEI CLOUD will: - Analyze your business and formulate optimization and care plans. - Organize technical discussions on a regular basis, survey your requirements, and design optimization solutions. - Proactively assist you in formulating solutions in the event of changes to HUAWEI CLOUD, or emergencies (such as security vulnerabilities, viruses, and backbone network faults) that may adversely affect your services.

Monthly Service Report
Basic

Developer

Business

Enterprise

If you purchase a plan in yearly billing mode, HUAWEI CLOUD will: - Analyze your business and formulate optimization and care plans. - Organize technical discussions on a regular basis, survey your requirements, and design optimization solutions. - Proactively assist you in formulating solutions in the event of changes to HUAWEI CLOUD, or emergencies (such as security vulnerabilities, viruses, and backbone network faults) that may adversely affect your services.

API and SDK support
Basic

Support

Developer

Support

Business

Support

Enterprise

Support

API and SDK support
Basic

Support

Developer

Support

Business

Support

Enterprise

Support

Help and documentation
Basic

Support

Developer

Support

Business

Support

Enterprise

Support

Support forums
Basic

Support

Developer

Support

Business

Support

Enterprise

Support

Notification
Basic

Support

Developer

Support

Business

Support

Enterprise

Support

Pricing
Basic

Included

Developer

a. Monthly consumption less than ¥5000: ¥500/month
b. Monthly consumption ¥5000 to ¥37,000: ¥(150 + Consumption x 7%)/month
c. Monthly consumption ¥37,000 to ¥115,000: ¥(890 + Consumption x 5%)/month
d. Monthly consumption greater than ¥115,000: ¥(3190 + Consumption x 3%)/month

Business

a. Monthly consumption less than ¥280,000: ¥28,000/month
b. Monthly consumption ¥280,000 to ¥900,000: ¥(8400 + Consumption x 7%)/month
c. Monthly consumption ¥900,000 to ¥1.65 million: ¥(26,400 + Consumption x 5%)/month
d. Monthly consumption greater than ¥1.65 million: ¥(59,400 + Consumption x 3%)/month

Enterprise

a. Monthly consumption less than ¥550,000: ¥55,000/month
b. Monthly consumption ¥550,000 to ¥1.8 million: ¥(16,500 + Consumption x 7%)/month
c. Monthly consumption ¥1.8 million to ¥3.3 million: ¥(52,500 + Consumption x 5%)/month
d. Monthly consumption greater than ¥3.3 million: ¥(118,500 + Consumption x 3%)/month

Trial pricing
Basic

Included

Developer

¥500/month

Business

¥28000/month

Enterprise

¥55000/month

Support
Service hotline
Online ticket support
Dedicated hotline
Enterprise IM group support
Case severity/Response time
Case handling personnel
Designated Technical Account Manager
Third-party software support
Cloud product architecture support
Infrastructure Event Management
Enterprise care plan
Monthly service report
API and SDK support
Help and documentation
Support forums
Notification
Pricing
Trial pricing
Basic
Service hotline
24/7
Online ticket support
24/7
——
——
Case severity/Response time
Your requests will be addressed within 1 working day
Case handling personnel
Technical engineer
——
——
——
——
——
——
API and SDK support
Support
Help and documentation
Support
Support forums
Support
Notification
Support
Pricing
Included
Trial pricing
Included
Developer
Service hotline
24/7
Online ticket support
24/7
——
——
Case severity/Response time
  • Business system unavailability

    < 30 minutes
  • Production system exception

    < 3 hours
  • System exception

    < 8 hours
  • General guidance

    < 16hours
Case handling personnel
Technical engineer
——
Configuration guide and troubleshooting assistance
——
——
——
——
API and SDK support
Support
Help and documentation
Support
Support forums
Support
Notification
Support
Pricing
  • a. Monthly consumption less than ¥5000: ¥500/month
  • b. Monthly consumption ¥5000 to ¥37,000: ¥(150 + Consumption x 7%)/month
  • c. Monthly consumption ¥37,000 to ¥115,000: ¥(890 + Consumption x 5%)/month
  • d. Monthly consumption greater than ¥115,000:
    ¥(3190 + Consumption x 3%)/month
Trial pricing
¥500/month
Business
Service hotline
24/7
Online ticket support
24/7
Dedicated hotline
Support
Enterprise IM group support
Support
Case severity/Response time
  • Business-critical system unavailability

    < 10 minutes
  • Business system unavailability

    < 30 minutes
  • Production system exception

    < 3 hours
  • System exception

    < 8 hours
  • General guidance

    < 16 hours
Case handling personnel
Technical expert
——
Configuration guide and troubleshooting assistance
Cloud product architecture support
Yearly billing mode: one consultation each year, lasting one full working day
Infrastructure Event Management
Yearly billing mode: one day of support each year
——
——
API and SDK support
Support
Help and documentation
Support
Support forums
Support
Notification
Support
Pricing
  • a. Monthly consumption less than ¥280,000: ¥28,000/month
  • b. Monthly consumption ¥280,000 to ¥900,000: ¥(8400 + Consumption x 7%)/month
  • c. Monthly consumption ¥900,000 to ¥1.65 million: ¥(26,400 + Consumption x 5%)/month
  • d. Monthly consumption greater than ¥1.65 million: ¥(59,400 + Consumption x 3%)/month
Trial pricing
¥28000/month
Enterprise
Service hotline
24/7
Online ticket support
24/7
Dedicated hotline
Support
Enterprise IM group support
Support
Case severity/Response time
  • Business-critical system unavailability

    < 10 minutes
  • Business system unavailability

    < 30 minutes
  • Production system exception

    < 3 hours
  • System exception

    < 8 hours
  • General guidance

    < 16 hours
Case handling personnel
Senior technical expert
Designated Technical Account Manager
Support
Configuration guide and troubleshooting assistance
Cloud product architecture support
Yearly billing mode: two full working days of consultation each year, which can be divided among two non-consecutive days
Infrastructure Event Management
Yearly billing mode: two full working days of consultation each year, which can be divided among two non-consecutive days
Enterprise care plan
If you purchase a plan in yearly billing mode, HUAWEI CLOUD will: - Analyze your business and formulate optimization and care plans. - Organize technical discussions on a regular basis, survey your requirements, and design optimization solutions. - Proactively assist you in formulating solutions in the event of changes to HUAWEI CLOUD, or emergencies (such as security vulnerabilities, viruses, and backbone network faults) that may adversely affect your services.
Monthly service report
HUAWEI CLOUD provides you with a monthly report that includes the status of cloud resources, and a service support summary, as well as optimization suggestions.
API and SDK support
Support
Help and documentation
Support
Support forums
Support
Notification
Support
Pricing
  • a. Monthly consumption less than ¥550,000: ¥55,000/month
  • b. Monthly consumption ¥550,000 to ¥1.8 million: ¥(16,500 + Consumption x 7%)/month
  • c. Monthly consumption ¥1.8 million to ¥3.3 million: ¥(52,500 + Consumption x 5%)/month
  • d. Monthly consumption greater than ¥3.3 million: ¥(118,500 + Consumption x 3%)/month
Trial pricing
¥55000/month