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
Online courses on HUAWEI CLOUD architecture design
-
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
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 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
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 Event Management (limited)
Availability Check
——
——
——
Analysis on the resource distribution of cloud services, identification of risks in high availability (HA) of cloud services, best practices for cloud service deployment, and usage restrictions on cloud services, and providing of optimization suggestions (limited)
Resource Monitoring and Optimization
——
——
——
Checks on the alarms, loads, and health status of cloud resources, analysis on service scenarios and historical faults through our monitoring on cloud resources, and providing of optimization suggestions on cloud resources 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
Included
$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)
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
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 Event Management (limited)
Availability Check
——
——
——
Analysis on the resource distribution of cloud services, identification of risks in high availability (HA) of cloud services, best practices for cloud service deployment, and usage restrictions on cloud services, and providing of optimization suggestions (limited)
Resource Monitoring and Optimization
——
——
——
Checks on the alarms, loads, and health status of cloud resources, analysis on service scenarios and historical faults through our monitoring on cloud resources, and providing of optimization suggestions on cloud resources 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
Included
$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)
