Support Plan Comparison
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
Item
Basic
Standard
Premier
Service Support
24x7 via service tickets support
24x7 via service tickets and phone support
24x7 via service tickets and phone support
Technical Support
N/A
24x7 via service tickets and phone support
(30 service tickets a month)
24x7 via service tickets and phone support
Case Severity and Response Time
N/A
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours
Core production system unavailable < 15 minutes
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours
Priority
N/A
Normal
High
Designated Technical Account Manager(TAM)
N/A
N/A
A designated TAM is at your service, who expedites urgent cases and provides proactive services.
Key Event Assurance
N/A
Four natural days of event assurance each year (requested in full days each time)
Eight natural days of event assurance each year (requested in full days each time)
Cloud Product Architecture Consulting
N/A
Four working days of cloud product architecture consulting each year (requested in full days each time)
Eight working days of cloud product architecture consulting each year (requested in full days each time)
Monthly Service Report
N/A
N/A
Cloud product usage report (coming soon)
Training
Online video courses
An organized training online each month
An organized training online each month, and a Telepresence training each year
Pricing Standard
Free
$1,250 month
Price for additional service tickets: $250 for every 10 service tickets
$2,300 /month
Service Support
Basic
24x7 via service tickets support
Standard
24x7 via service tickets and phone support
Premier
24x7 via service tickets and phone support
Technical Support
Basic
N/A
Standard
24x7 via service tickets and phone support
(30 service tickets a month)
Premier
24x7 via service tickets and phone support
Case Severity and Response Time
Basic
N/A
Standard
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours
Premier
Core production system unavailable < 15 minutes
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours
Priority
Basic
N/A
Standard
Normal
Premier
High
Designated Technical Account Manager(TAM)
Basic
N/A
Standard
N/A
Premier
A designated TAM is at your service, who expedites urgent cases and provides proactive services.
Key Event Assurance
Basic
N/A
Standard
Four natural days of event assurance each year (requested in full days each time)
Premier
Eight natural days of event assurance each year (requested in full days each time)
Cloud Product Architecture Consulting
Basic
N/A
Standard
Four working days of cloud product architecture consulting each year (requested in full days each time)
Premier
Eight working days of cloud product architecture consulting each year (requested in full days each time)
Monthly Service Report
Basic
N/A
Standard
N/A
Premier
Cloud product usage report (coming soon)
Training
Basic
Online video courses
Standard
An organized training online each month
Premier
An organized training online each month, and a Telepresence training each year
Pricing Standard
Basic
Free
Standard
$1,250 month
Price for additional service tickets: $250 for every 10 service tickets
Premier
$2,300 /month