Service Privileges
Developer
Business
Enterprise
-
Technical Support
Case severity/Response time:
General guidance < 24 hours
System exception < 12 hours
Production system exception < 4 hours
Production system unavailability < 1 hour
-
Third-Party Software Support
Configuration guide and troubleshooting assistance
-
Case Handling Personnel
Technical expert
-
Architecture Support
Guidance based on industry practices
-
Support APIs
Service ticket open APIs
-
Training
Online courses
-
Technical Support
Case severity/Response time:
General guidance < 16 hours
System exception < 8 hours
Production system exception < 3 hours
Production system unavailability < 30 minutes
Business-critical system unavailability < 15 minutes
-
Third-Party Software Support
Configuration guide and troubleshooting assistance
-
Case Handling Personnel
Senior technical expert
-
Architecture Support
Guidance based on your application scenarios
-
Launch Support
Cloud Event Management
-
Proactive Guidance
Designated technical account manager (TAM)
-
Operations Support
Operation report that includes the status of cloud resources, and a support summary, as well as optimization suggestions
-
Support APIs
Service ticket open APIs
-
Best Practices Review
Review by TAM following best practices
-
Training
Online courses
Support Plan Comparison
Support
Basic
Developer
Business
Enterprise
Self Support
24x7 access to Billing Center, documentation, and white papers
24x7 access to Billing Center, documentation, and white papers
24x7 access to Billing Center, documentation, and white papers
24x7 access to Billing Center, documentation, and white papers
Non-Technical Support
24x7 via service ticket
24x7 via service ticket
24x7 via service ticket and call-back
24x7 via service ticket, call-back
Technical Support
——
During business hours① via service ticket
24x7 via service ticket and call-back
24x7 via service ticket, call-back
Who Can Open Cases
——
One primary contact/Unlimited cases
Unlimited contacts/Unlimited cases
Unlimited contacts/Unlimited cases
Case Severity/Response Time
——
General guidance < 24 hours
System exception < 12 hours
- (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
Business-critical system unavailable < 15 minutes
Case Handler
——
Technical engineers
Technical experts
Senior technical experts
Best Practices
——
——
——
Review by TAM following best practices
Notifications
Message Center and email
Message Center and email
Message Center and email
Message Center, email, and phone call
Support APIs
——
——
Service ticket open APIs
Service ticket open APIs
Third-Party Software Support
——
——
Configuration guide and troubleshooting assistance
Configuration guide and troubleshooting assistance
Architecture Support
——
General guidance
Guidance based on industry practices
Guidance based on your application scenarios
Launch Support
——
——
——
Cloud Event Management
Proactive Guidance
——
——
——
Designated TAM
Operations Support
——
——
——
Operation report that includes the status of cloud resources, and a support summary, as well as optimization suggestions
Training
Online courses
Online courses
Online courses
Online courses
Pricing
Included
Greater of $26 USD
or
3% of monthly expenditure
(expenditure calculated based on price before discount)
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)
Self Support
24x7 access to Billing Center, documentation, and white papers
24x7 access to Billing Center, documentation, and white papers
24x7 access to Billing Center, documentation, and white papers
24x7 access to Billing Center, documentation, and white papers
Non-Technical Support
24x7 via service ticket
24x7 via service ticket
24x7 via service ticket and call-back
24x7 via service ticket, call-back
Technical Support
——
During business hours① via service ticket
24x7 via service ticket and call-back
24x7 via service ticket, call-back
Who Can Open Cases
——
One primary contact/Unlimited cases
Unlimited contacts/Unlimited cases
Unlimited contacts/Unlimited cases
Case Severity/Response Time
——
General guidance < 24 hours
System exception < 12 hours
- (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
Business-critical system unavailable < 15 minutes
Case Handler
——
Technical engineers
Technical experts
Senior technical experts
Best Practices
——
——
——
Review by TAM following best practices
Notifications
Message Center and email
Message Center and email
Message Center and email
Message Center, email, and phone call
Support APIs
——
——
Service ticket open APIs
Service ticket open APIs
Third-Party Software Support
——
——
Configuration guide and troubleshooting assistance
Configuration guide and troubleshooting assistance
Architecture Support
——
General guidance
Guidance based on industry practices
Guidance based on your application scenarios
Launch Support
——
——
——
Cloud Event Management
Proactive Guidance
——
——
——
Designated TAM
Operations Support
——
——
——
Operation report that includes the status of cloud resources, and a support summary, as well as optimization suggestions
Training
Online courses
Online courses
Online courses
Online courses
Pricing
Included
Greater of $26 USD
or
3% of monthly expenditure
(expenditure calculated based on price before discount)
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)
