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-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 down < 1 hour
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
——
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)
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 down < 1 hour
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
——
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)
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.
