Service Assurance

24/7 Service Support

If you need assistance with HUAWEI CLOUD services, please submit a service ticket or call our hotline +86-4000-955-988. Contact Us

After-Sales Support Scope

5-Day Full Refund

If you are not satisfied with a prepaid product after purchase, you can apply for a full refund within five days of the purchase. Call our hotline at +86-4000-955-988 (available Monday to Friday, 9 AM to 6 PM GMT+08:00).

Details

  • Submit a refund request.
  • Review and
    confirm the request.
  • Generate a
    refund receipt.
  • Complete the refund.

Fault Compensation Policy

If the HUAWEI CLOUD service platform causes a fault that makes your cloud services unavailable, we will compensate you with 100 times the cost of the fault duration.

If a fault occurs, contact our hotline for assistance at +86-4000-955-988 (available Monday to Friday, 9 AM to 6 PM GMT+08:00). If you are eligible for compensation under the conditions of the Service Level Agreement (SLA) for the associated product, submit a compensation application within seven days of the fault.

Details

After-Sales Support

Services Provided

Product function consultation

Technical issue consultation

Operation-related fault diagnosis

System issue-related fault diagnosis

Consultation and fault diagnosis for the management console

Services Not Provided

Deployment and commissioning of third-party application software

Fault diagnosis for and analysis of third-party software

Code development

Routine O&M services

As HUAWEI CLOUD services continue to grow, we are in the process of expanding the scope of our after-sales support to provide more comprehensive service to our customers. Thank you for your understanding and continued support.

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Details About the Refund

  • Supported Products

    This policy covers prepaid products (including hourly, monthly, and yearly products).

  • Refund Conditions

    a. Refund requests must be submitted within five days of purchase.

    b. Common customers can apply for a maximum of 10 refunds each year. Each refund request is limited to 1 order or 1 cloud resource. Refunding more than one order or cloud resource is considered as multiple refunds.

    c. If invoices have been issued but are not returned, refunds will not be given.

    d. Pay-per-use products (including pay-per-use packages) are not refundable.

    e. Cloud resources included in yearly/monthly orders that are in the grace or reservation period are not refundable, but can be deleted.

  • Refund Amount

    a. We will refund the full amount if you request a refund within five days of purchase.

    b. After a refund, any discounts and rewards are canceled. If a discount or reward cannot be recovered, it will be deducted from your refund.

  • Warning

    Before requesting a refund, ensure that you have migrated or backed up any data saved on the cloud resources that will be refunded. After a refund is complete, the refunded cloud resources and any data they contain will be permanently deleted.

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Details About Reward for the ICP License Service

Who Qualifies

Customers who have used HUAWEI CLOUD host resources with monthly or yearly subscriptions.

Cloud hosts must be used for websites and it is the customers' first time recording their websites using HUAWEI CLOUD services

A customer's accumulated recharge amount must exceed 200. Each account can only get the reward once

If a customer terminates his or her service in advance or the service expires and is not renewed, the customer is not eligible for the reward.If a transaction is not fully completed, customers cannot get the reward.If the transaction is delayed for 10 days, customers are considered to have abandoned the reward.Customers are eligible for the reward if the transaction was submitted to the Telecommunications Authority and approved.

Rewarding Method

Customer can get a reward based on the HUAWEI CLOUD account

Reward time: After a successful transaction, the reward amount will be recharged to corresponding user accounts within one week

Reward amount: Each common user's reward amount is 100. Each VIP user's reward amount is 200. The reward amount is valid for one year and cannot be withdrawn

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Fault Compensation Policy Details

You will be compensated with 100 times the cost of the fault duration in the following scenarios:

•HUAWEI CLOUD causes cloud servers, cloud storage services, or network services to be unavailable, resulting in service exceptions or interruptions.

•The HUAWEI CLOUD service platform causes customer websites to become inaccessible.

You will be compensated within 2 times the cost of the fault duration in the following scenarios:

•HUAWEI CLOUD causes a delay or failure in provisioning cloud services or changing service configurations.

•HUAWEI CLOUD has incorrect billing of cloud services.

Compensation amount = Daily cost of service that experienced a fault ÷ 24 ÷ 60 × (Fault rectification time – Fault start time) × Compensation times

No compensation will be awarded if faults occur due to the following reasons:

•Force majeure: Natural disasters such as typhoons, floods, fires, droughts, earthquakes, snowstorms, and landslides

•Unexpected events such as war, political turmoil, power failures, government interventions, strikes, embargoes and market crashes

•HUAWEI CLOUD service maintenance, including cutovers, repairs, and upgrades (Customers are notified in advance of upcoming scheduled maintenance.)

•Packet loss and delays caused by carrier faults

•Faults in the Internet backbone

•User applications being affected by attacks or viruses

•User access being affected by network performance and device performance

•Loss or disclosure of data, verification codes, or passwords due to improper user operations

•Loss caused by user negligence or user-authorized operations

•User violation of the Terms and Conditions or relevant laws or regulations

•Other unforeseeable events not caused by HUAWEI CLOUD

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