Self Support
Basic
24x7 access to Billing Center, documentation, and white papers
Developer
24x7 access to Billing Center, documentation, and white papers
Business
24x7 access to Billing Center, documentation, and white papers
Enterprise
24x7 access to Billing Center, documentation, and white papers
Non-technical Support
Basic
24x7 via service ticket
Developer
24x7 via service ticket
Business
24x7 via service ticket and call-back
Enterprise
24x7 via service ticket, call-back, and technical account manager (TAM)
Technical Support
服务时间:7*24
支持专属400电话专线快速接入,享受更专业贴心的售后工程师电话服务,同时享有接入优先级最高特权
Basic
Developer
During business hours1 via service ticket
Business
24x7 via service ticket and call-back
Enterprise
24x7 via service ticket, call-back, and TAM
Who Can Open Cases
服务时间:7*24
华为云为客户提供7*24 hours的专属企业IM群,实时快速响应客户的故障处理、业务咨询等问题
Basic
Developer
One primary contact/Unlimited cases
Busines
Unlimited contacts/Unlimited cases
Enterprise
Unlimited contacts/Unlimited cases
Case Severity/Response Time
Basic
Developer
Business
Enterprise
Case Handling Personnel
Basic
Developer
Technical engineer
Business
Technical expert
Enterprise
Senior technical expert
Best Practices Review
Basic
Developer
Business
Enterprise
Review by TAM following best practices
Notifications
Basic
Message Center and email
Developer
Message Center and email
Business
Message Center and email
Enterprise
Message Center, email, and phone call
Support APIs
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
Service ticket open APIs
Enterprise
Service ticket open APIs
Third-Party Software 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
Configuration guide and troubleshooting assistance
Enterprise
Configuration guide and troubleshooting assistance
Architecture Support
Basic
Developer
General guidance
Business
Guidance based on industry practices
Enterprise
Guidance based on your application scenarios
Launch Support
Basic
Developer
Business
Enterprise
Cloud Event Management
Proactive Guidance
Basic
Developer
Business
Enterprise
Designated TAM
Operations Support
Basic
Developer
Business
Enterprise
Operation report that includes the status of cloud resources, and a support summary, as well as optimization suggestions
Training
Basic
Online courses
Developer
Online courses
Business
Online courses
Enterprise
Online courses
Pricing
Basic
Included
Developer
Greater of $26 USD
or
3% of monthly expenditure
Business
Greater of $90 USD
or
10% of monthly expenditure for the first $0 USD – $9,000 USD
+
7% of monthly expenditure from $9,000 USD – $72,000 USD
+
5% of monthly expenditure from $72,000 USD – $225,000 USD
+
3% of monthly expenditure over $225,000 USD
Enterprise
Greater of $13,500 USD
or
10% of monthly expenditure for the first $0 USD – $135,000 USD
+
7% of monthly expenditure from $135,000 USD – $450,000 USD
+
5% of monthly expenditure from $450,000 USD – $900,000 USD
+
3% of monthly expenditure over $900,000 USD