Service Privileges

  • Developer

  • Business

  • Enterprise

Developer
  • Technical Support

    Case severity/Response time:

    General guidance < 24 business hours

    System exception < 12 business hours

  • Architecture Support

    Online courses on HUAWEI CLOUD architecture design

  • Training

    Online courses

Business
  • 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

    Online courses on HUAWEI CLOUD architecture design

  • Support APIs

    Service ticket open APIs

  • Training

    Online courses

Enterprise
  • 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

    Online courses on HUAWEI CLOUD architecture design

  • Launch Support

    Cloud Event Management

  • Proactive Guidance

    Designated technical account manager (TAM)

  • Availability Check

    Analysis on the resource distribution of cloud services, identification of risks, and providing of optimization suggestions

  • Resource Monitoring and Optimization

    Optimization suggestions on cloud resources based on HUAWEI CLOUD O&M best practices

  • 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-service

Self-service

24/7 access to Billing Center, documentation, and white papers

Self-service

24/7 access to Billing Center, documentation, and white papers

Self-service

24/7 access to Billing Center, documentation, and white papers

Self-service

24/7 access to Billing Center, documentation, and white papers

Non-technical support

Non-technical support

24/7 via service tickets

Non-technical support

24/7 via service tickets

Non-technical support

24/7 via service tickets and callbacks

Non-technical support

24/7 via service tickets and callbacks

Technical support

Technical support

——

Technical support

During business hours via service ticket

Technical support

24/7 via service tickets and callbacks

Technical support

24/7 via service tickets, callbacks, and TAM

Who can open cases

Who can open cases

——

Who can open cases

Unlimited cases/1 primary contact

Who can open cases

Unlimited cases/unlimited contacts

Who can open cases

Unlimited cases/unlimited contacts

Case severity/response time

Case severity/response time

——

Case severity/response time
  • General guidance     < 24 business hours

    System exception     < 12 business hours

Case severity/response time

General guidance < 24 hours

System exception < 12 hours

Production system exception < 4 hours

Production system down < 1 hour

Case severity/response time

General guidance < 16 hours

System exception < 8 hours

Production system exception < 3 hours

Production system down < 30 minutes

Business-critical system down < 15 minutes

Case handler

Case handler

——

Case handler

Technical engineers

Case handler

Technical experts

Case handler

Senior technical experts

Best practices

Best practices

——

Best practices

——

Best practices

——

Best practices

Review suggestions offered by the TAM based on best practices

Notifications

Notifications

Message Center and emails

Notifications

Message Center and emails

Notifications

Message Center and emails

Notifications

Message Center, emails, and callbacks

Service ticket management APIs

Service ticket management APIs

——

Service ticket management APIs

——

Service ticket management APIs

Available

Service ticket management APIs

Available

Third-party software support

Third-party software support

——

Third-party software support

——

Third-party software support

Configuration guidance and troubleshooting assistance

Third-party software support

Configuration guidance and troubleshooting assistance

Architecture support

Architecture support

Online courses on HUAWEI CLOUD architecture design

Architecture support

Online courses on HUAWEI CLOUD architecture design

Architecture support

Online courses on HUAWEI CLOUD architecture design

Architecture support

Online courses on HUAWEI CLOUD architecture design

Launch support

Launch support

——

Launch support

——

Launch support

——

Launch support

Cloud infrastructure assurance (limited)

Availability check

Availability check

——

Availability check

——

Availability check

——

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

Resource monitoring and optimization

——

Resource monitoring and optimization

——

Resource monitoring and optimization

——

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

Proactive guidance

——

Proactive guidance

——

Proactive guidance

——

Proactive guidance

Designated TAM

Operations support

Operations support

——

Operations support

——

Operations support

——

Operations support

Monthly reports on cloud resource running status and service support as well as optimization suggestions provided by the TAM

Training

Training

Online courses

Training

Online courses

Training

Online courses

Training

Online courses

Pricing

Pricing

Free

Pricing

$26 USD/month

Pricing

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)

Pricing

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-service

Basic

24/7 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 hours 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 down < 1 hour

Enterprise

General guidance < 16 hours

System exception < 8 hours

Production system exception < 3 hours

Production system down < 30 minutes

Business-critical system down < 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.