Support Plan Comparison
活动对象：华为云电销客户及渠道伙伴客户可参与消费满送活动，其他客户参与前请咨询客户经理
活动时间： 2020年8月12日-2020年9月11日
活动期间，华为云用户通过活动页面购买云服务，或使用上云礼包优惠券在华为云官网新购云服务，累计新购实付付费金额达到一定额度，可兑换相应的实物礼品。活动优惠券可在本活动页面中“上云礼包”等方式获取，在华为云官网直接购买（未使用年中云钜惠活动优惠券）或参与其他活动的订单付费金额不计入统计范围内；
活动对象：华为云电销客户及渠道伙伴客户可参与消费满送活动，其他客户参与前请咨询客户经理
活动对象：华为云电销客户及渠道伙伴客户可参与消费满送活动，其他客户参与前请咨询客户经理
活动时间： 2020年8月12日-2020年9月11日
活动期间，华为云用户通过活动页面购买云服务，或使用上云礼包优惠券在华为云官网新购云服务，累计新购实付付费金额达到一定额度，可兑换相应的实物礼品。活动优惠券可在本活动页面中“上云礼包”等方式获取，在华为云官网直接购买（未使用年中云钜惠活动优惠券）或参与其他活动的订单付费金额不计入统计范围内；
活动对象：华为云电销客户及渠道伙伴客户可参与消费满送活动，其他客户参与前请咨询客户经理
活动对象：华为云电销客户及渠道伙伴客户可参与消费满送活动，其他客户参与前请咨询客户经理
活动时间： 2020年8月12日-2020年9月11日
活动期间，华为云用户通过活动页面购买云服务，或使用上云礼包优惠券在华为云官网新购云服务，累计新购实付付费金额达到一定额度，可兑换相应的实物礼品。活动优惠券可在本活动页面中“上云礼包”等方式获取，在华为云官网直接购买（未使用年中云钜惠活动优惠券）或参与其他活动的订单付费金额不计入统计范围内；
活动对象：华为云电销客户及渠道伙伴客户可参与消费满送活动，其他客户参与前请咨询客户经理
Support
Basic
Developer
Business
Enterprise
Self-service
24/7① access to Billing Center, documentation, and white papers
24/7 access to Billing Center, documentation, and white papers
24/7 access to Billing Center, documentation, and white papers
24/7 access to Billing Center, documentation, and white papers
Non-technical support
24/7 via service tickets
24/7 via service tickets
24/7 via service tickets and callbacks
24/7 via service tickets and callbacks
Technical support
During business hours② via service ticket
24/7 via service tickets and callbacks
24/7 via service tickets, callbacks, and TAM
Who can open cases
Unlimited cases/1 primary contact
Unlimited cases/unlimited contacts
Unlimited cases/unlimited contacts
Case severity/response time
General guidance < 24 business hours
System exception < 12 business hours
General guidance < 24 hours
System exception < 12 hours
Production system exception < 4 hours
Production system unavailable < 1 hour
General guidance < 16 hours
System exception < 8 hours
Production system exception < 3 hours
Production system unavailable < 30 minutes
Core system unavailable < 15 minutes
Case handler
Technical engineers
Technical experts
Senior technical experts
Best practices
Review suggestions offered by the TAM based on best practices
Notifications
Message Center and emails
Message Center and emails
Message Center and emails
Message Center, emails, and callbacks
Service ticket management APIs
Available
Available
Third-party software support
Configuration guidance and troubleshooting assistance
Configuration guidance and troubleshooting assistance
Architecture support
Online courses on HUAWEI CLOUD architecture design
Online courses on HUAWEI CLOUD architecture design
Online courses on HUAWEI CLOUD architecture design
Online courses on HUAWEI CLOUD architecture design
Launch support
Cloud infrastructure assurance (limited)
Availability check
Analysis of the resource distribution of cloud services, identification of threats to high availability (HA), best practices for cloud service deployment, and usage restrictions on cloud services, and optimization suggestions (limited)
Resource monitoring and optimization
Checks on the alarms, loads, and health status of cloud resources, analysis of service scenarios and historical faults based on monitoring results, and optimization suggestions based on HUAWEI CLOUD O&M best practices (limited)
Proactive guidance
Designated TAM
Operations support
Monthly reports on cloud resource running status and service support as well as optimization suggestions provided by the TAM
Training
Online courses
Online courses
Online courses
Online courses
Pricing
Free
$26 USD/month
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
(expenditure calculated based on price before discount)
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
(expenditure calculated based on price before discount)
① 24/7: 24 hours every day all year round.
② Business hours: 9:00 a.m. to 6:00 p.m. (your local time), excluding holidays and weekends.
③ The following services in the Enterprise support plan are not available in the EU-Paris region: best practices, launch support, availability checks, resource monitoring and optimization, operations support, and notifications.
Self-service
Basic
24/7① access to Billing Center, documentation, and white papers
Developer
24/7 access to Billing Center, documentation, and white papers
Business
24/7 access to Billing Center, documentation, and white papers
Enterprise
24/7 access to Billing Center, documentation, and white papers
Non-technical support
Basic
24/7 via service tickets
Developer
24/7 via service tickets
Business
24/7 via service tickets and callbacks
Enterprise
24/7 via service tickets and callbacks
Technical support
Basic
— —
Developer
During business hours② via service ticket
Business
24/7 via service tickets and callbacks
Enterprise
24/7 via service tickets, callbacks, and TAM
Who can open cases
Basic
— —
Developer
Unlimited cases/1 primary contact
Business
Unlimited cases/unlimited contacts
Enterprise
Unlimited cases/unlimited contacts
Case severity/response time
Basic
— —
Developer
General guidance < 24 business hours
System exception < 12 business hours
Business
General guidance < 24 hours
System exception < 12 hours
Production system exception < 4 hours
Production system unavailable < 1 hour
Enterprise
General guidance < 16 hours
System exception < 8 hours
Production system exception < 3 hours
Production system unavailable < 30 minutes
Core system unavailable < 15 minutes
Case handler
Basic
— —
Developer
Technical engineers
Business
Technical experts
Enterprise
Senior technical experts
Best practices
Basic
— —
Developer
— —
Business
— —
Enterprise
Review suggestions offered by the TAM based on best practices
Notifications
Basic
Message Center and emails
Developer
Message Center and emails
Business
Message Center and emails
Enterprise
Message Center, emails, and callbacks
Service ticket management APIs
Basic
— —
Developer
— —
Business
Available
Enterprise
Available
Third-party software support
Basic
— —
Developer
— —
Business
Configuration guidance and troubleshooting assistance
Enterprise
Configuration guidance and troubleshooting assistance
Architecture support
Basic
Online courses on HUAWEI CLOUD architecture design
Developer
Online courses on HUAWEI CLOUD architecture design
Business
Online courses on HUAWEI CLOUD architecture design
Enterprise
Online courses on HUAWEI CLOUD architecture design
Launch support
Basic
— —
Developer
— —
Business
— —
Enterprise
Cloud infrastructure assurance (limited)
Availability check
Basic
— —
Developer
— —
Business
— —
Enterprise
Analysis of the resource distribution of cloud services, identification of threats to high availability (HA), best practices for cloud service deployment, and usage restrictions on cloud services, and optimization suggestions (limited)
Resource monitoring and optimization
Basic
— —
Developer
— —
Business
— —
Enterprise
Checks on the alarms, loads, and health status of cloud resources, analysis of service scenarios and historical faults based on monitoring results, and optimization suggestions based on HUAWEI CLOUD O&M best practices (limited)
Proactive guidance
Basic
— —
Developer
— —
Business
— —
Enterprise
Designated TAM
Operations support
Basic
— —
Developer
— —
Business
— —
Enterprise
Monthly reports on cloud resource running status and service support as well as optimization suggestions provided by the TAM
Training
Basic
Online courses
Developer
Online courses
Business
Online courses
Enterprise
Online courses
Pricing
Basic
Free
Developer
$26 USD/month
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
(expenditure calculated based on price before discount)
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
(expenditure calculated based on price before discount)
① 24/7: 24 hours every day all year round.
② Business hours: 9:00 a.m. to 6:00 p.m. (your local time), excluding holidays and weekends.
③ The following services in the Enterprise support plan are not available in the EU-Paris region: best practices, launch support, availability checks, resource monitoring and optimization, operations support, and notifications.