Service Privileges

Support Plan Comparison

Terms & Conditions

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.