Service Privileges
Standard
Premier
-
30-Minute Response
Case severity and response time:
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours
-
Key Event Assurance
During major marketing or technical events, our cloud service experts are on duty 24/7 to quickly respond to problems and help ensure smooth running of the event.
-
Cloud Product Architecture Consulting
We help partners master HUAWEI CLOUD product features and make the most of HUAWEI CLOUD. We provide guidance on how to leverage best practices to reduce costs while also improving security, performance, and reliability.
-
15-Minute Response
Case severity and response time:
Core production system unavailable < 15 minutes
Production system unavailable < 30 minutes
Production system exceptions < 3 hours
System exceptions < 8 hours
General guidance < 16 hours
-
Designated TAM
A senior technical expert, who is responsible for responding to your technical issues, expedites your case, and provides guidance on cloud product architecture based on best practices.
-
Key Event Assurance
During major marketing or technical events, our cloud service experts are on duty 24/7 to quickly respond to problems and help ensure smooth running of the event.
-
Cloud Product Architecture Consulting
We help partners master HUAWEI CLOUD product features and make the most of HUAWEI CLOUD. We provide guidance on how to leverage best practices to reduce costs while also improving security, performance, and reliability.
Support Plan Comparison
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
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
