Service Privileges

  • Standard

  • Premier

Standard
  • 30-Minute Response

    Case severity and response time:

    Production system unavailable < 30 minutes

    Production system exceptions < 3 hours

    System exceptions < 8 hours

    General guidance < 16 hours

  • Key Event Assurance

    During major marketing or technical events, our cloud service experts are on duty 24/7 to quickly respond to problems and help ensure smooth running of the event.

  • Cloud Product Architecture Consulting

    We help partners master HUAWEI CLOUD product features and make the most of HUAWEI CLOUD. We provide guidance on how to leverage best practices to reduce costs while also improving security, performance, and reliability.

Premier
  • 15-Minute Response

    Case severity and response time:

    Core production system unavailable < 15 minutes

    Production system unavailable < 30 minutes

    Production system exceptions < 3 hours

    System exceptions < 8 hours

    General guidance < 16 hours

  • Designated TAM

    A senior technical expert, who is responsible for responding to your technical issues, expedites your case, and provides guidance on cloud product architecture based on best practices.

  • Key Event Assurance

    During major marketing or technical events, our cloud service experts are on duty 24/7 to quickly respond to problems and help ensure smooth running of the event.

  • Cloud Product Architecture Consulting

    We help partners master HUAWEI CLOUD product features and make the most of HUAWEI CLOUD. We provide guidance on how to leverage best practices to reduce costs while also improving security, performance, and reliability.

Support Plan Comparison

Item

Basic

Standard

Premier

Service Support

Service Support

24x7 via service tickets support

Service Support

24x7 via service tickets and phone support

Service Support

24x7 via service tickets and phone support

Technical Support

Technical Support

N/A

Technical Support

24x7 via service tickets and phone support

(30 service tickets a month)

Technical Support

24x7 via service tickets and phone support

Case Severity and Response Time

Case Severity and Response Time

N/A

Case Severity and Response Time

Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours

Case Severity and Response Time

Core production system unavailable < 15 minutes
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours

Priority

Priority

N/A

Priority

Normal

Priority

High

Designated Technical Account Manager(TAM)

Designated Technical Account Manager(TAM)

N/A

Designated Technical Account Manager(TAM)

N/A

Designated Technical Account Manager(TAM)

A designated TAM is at your service, who expedites urgent cases and provides proactive services.

Key Event Assurance

Key Event Assurance

N/A

Key Event Assurance

Four natural days of event assurance each year (requested in full days each time)

Key Event Assurance

Eight natural days of event assurance each year (requested in full days each time)

Cloud Product Architecture Consulting

Cloud Product Architecture Consulting

N/A

Cloud Product Architecture Consulting

Four working days of cloud product architecture consulting each year (requested in full days each time)

Cloud Product Architecture Consulting

Eight working days of cloud product architecture consulting each year (requested in full days each time)

Monthly Service Report

Monthly Service Report

N/A

Monthly Service Report

N/A

Monthly Service Report

Cloud product usage report (coming soon)

Training

Training

Online video courses

Training

An organized training online each month

Training

An organized training online each month, and a Telepresence training each year

Pricing Standard

Pricing Standard

Free

Pricing Standard

$1,250/month

Price for additional service tickets: $250 for every 10 service tickets

Pricing Standard

$2,300/month

Service Support

Basic

24x7 via service tickets support

Standard

24x7 via service tickets and phone support

Premier

24x7 via service tickets and phone support

Technical Support

Basic

N/A

Standard

24x7 via service tickets and phone support

(30 service tickets a month)

Premier

24x7 via service tickets and phone support

Case Severity and Response Time

Basic

N/A

Standard

Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours

Premier

Core production system unavailable < 15 minutes
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours

Priority

Basic

N/A

Standard

Normal

Premier

High

Designated Technical Account Manager(TAM)

Basic

N/A

Standard

N/A

Premier

A designated TAM is at your service, who expedites urgent cases and provides proactive services.

Key Event Assurance

Basic

N/A

Standard

Four natural days of event assurance each year (requested in full days each time)

Premier

Eight natural days of event assurance each year (requested in full days each time)

Cloud Product Architecture Consulting

Basic

N/A

Standard

Four working days of cloud product architecture consulting each year (requested in full days each time)

Premier

Eight working days of cloud product architecture consulting each year (requested in full days each time)

Monthly Service Report

Basic

N/A

Standard

N/A

Premier

Cloud product usage report (coming soon)

Training

Basic

Online video courses

Standard

An organized training online each month

Premier

An organized training online each month, and a Telepresence training each year

Pricing Standard

Basic

Free

Standard

$1,250/month

Price for additional service tickets: $250 for every 10 service tickets

Premier

$2,300/month