Service Privileges
Developer
Business
Enterprise
  • Technical Support

    Case severity/Response time:

    General guidance < 24 business hours

    System exception < 12 business hours

    Case severity/Response time:

    General guidance < 24 business hours

    System exception < 12 business hours

  • Architecture Support

    General guidance

  • Training

    Online courses

  • Technical Support

    Case severity/Response time:

    General guidance < 24 hours

    System exception < 12 hours

    Production system exception < 4 hours

    Production system unavailability < 1 hour

    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

    Guidance based on industry practices

  • 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

    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

    Guidance based on your application scenarios

  • Launch Support

    Cloud Event Management

  • Proactive Guidance

    Designated technical account manager (TAM)

  • 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

Self Support
Basic

24x7 access to Billing Center, documentation, and white papers

Developer

24x7 access to Billing Center, documentation, and white papers

Business

24x7 access to Billing Center, documentation, and white papers

Enterprise

24x7 access to Billing Center, documentation, and white papers

Non-technical Support
Basic

24x7 via service ticket

Developer

24x7 via service ticket

Business

24x7 via service ticket and call-back

Enterprise

24x7 via service ticket, call-back

Technical Support

服务时间:7*24
支持专属400电话专线快速接入,享受更专业贴心的售后工程师电话服务,同时享有接入优先级最高特权

Basic

Developer

During business hours1 via service ticket

Business

24x7 via service ticket and call-back

Enterprise

24x7 via service ticket, call-back

Who Can Open Cases

服务时间:7*24
华为云为客户提供7*24 hours的专属企业IM群,实时快速响应客户的故障处理、业务咨询等问题

Basic
Developer

One primary contact/Unlimited cases

Busines

Unlimited contacts/Unlimited cases

Enterprise

Unlimited contacts/Unlimited cases

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 unavailability < 1 hours
Enterprise
General guidance < 16 hours
System exception < 8 hours
Production system exception < 3 hours
Production system unavailability < 30 minutes
Business-critical system unavailability < 15 minutes
Case Handling Personnel
Basic

Developer

Technical engineer

Business

Technical expert

Enterprise

Senior technical expert

Best Practices Review
Basic
Developer
Business
Enterprise

Review by TAM following best practices

Notifications
Basic

Message Center and email

Developer

Message Center and email

Business

Message Center and email

Enterprise

Message Center, email, and phone call

Support APIs

在企业客户进行产品发布,业务推广或促销、重要节日业务高峰、数据迁移、应用升级等重大营销或技术活动时,全程提供云专家保驾护航服务,提前规避风险快速响应问题,保障企业客户活动平稳进行。

Basic

Developer

Business

Service ticket open APIs

Enterprise

Service ticket open APIs

Third-Party Software Support

在企业客户进行产品发布,业务推广或促销、重要节日业务高峰、数据迁移、应用升级等重大营销或技术活动时,全程提供云专家保驾护航服务,提前规避风险快速响应问题,保障企业客户活动平稳进行。

Basic

Developer

Business

Configuration guide and troubleshooting assistance

Enterprise

Configuration guide and troubleshooting assistance

Architecture Support
Basic

Developer

General guidance

Business

Guidance based on industry practices

Enterprise

Guidance based on your application scenarios

Launch Support
Basic

Developer

Business

Enterprise

Cloud Event Management

Proactive Guidance
Basic

Developer

Business

Enterprise

Designated TAM

Operations Support
Basic

Developer

Business

Enterprise

Operation report that includes the status of cloud resources, and a support summary, as well as optimization suggestions

Training
Basic

Online courses

Developer

Online courses

Business

Online courses

Enterprise

Online courses

Pricing
Basic

Included

Developer

Greater of $26 USD
or
3% of monthly expenditure

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

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

Support
Self Support
Non-technical Support
Technical Support
Who Can Open Cases
Case Severity/Response Time
Case Handling Personnel
Best Practices Review
Notifications
Support APIs
Third-Party Software Support
Architecture Support
Launch Support
Proactive Guidance
Operations Support
Training
Pricing
Basic
Self Support
24x7 access to Billing Center, documentation, and white papers
Non-technical Support
24x7 via service ticket
——
——
——
——
——
Notifications
Message Center and email
——
——
——
——
——
——
Training
Online courses
Pricing
Included
Developer
Self Support
24x7 access to Billing Center, documentation, and white papers
Non-technical Support
24x7 via service ticket
Technical Support
During business hours1 via service ticket
Who Can Open Cases
One primary contact/Unlimited cases
Case Severity/Response Time
  • General guidance

    < 24 hours
  • System exception

    < 12 hours
  • (business hours)
Case Handling Personnel
Technical engineer
——
Notifications
Message Center and email
——
——
Architecture Support
General guidance
——
——
——
Training
Online courses
Pricing
Greater of $26 USD
or
3% of monthly expenditure
Business
Self Support
24x7 access to Billing Center, documentation, and white papers
Non-technical Support
24x7 via service ticket and call-back
Technical Support
24x7 via service ticket and call-back
Who Can Open Cases
Unlimited contacts/Unlimited cases
Case Severity/Response Time
  • General guidance

    < 24 hours
  • System exception

    < 12 hours
  • Production system exception

    < 4 hours
  • Production system unavailability

    < 1 hour
Case Handling Personnel
Technical expert
——
Notifications
Message Center and email
Support APIs
Service ticket open APIs
Third-Party Software Support
Configuration guide and troubleshooting assistance
Architecture Support
Guidance based on industry practices
——
——
——
Training
Online courses
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
Enterprise
Self Support
24x7 access to Billing Center, documentation, and white papers
Non-technical Support
24x7 via service ticket, call-back
Technical Support
24x7 via service ticket, call-back
Who Can Open Cases
Unlimited contacts/Unlimited cases
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
Case Handling Personnel
Senior technical expert
Best Practices Review
Review by TAM following best practices
Notifications
Message Center, email, and phone call
Support APIs
Service ticket open APIs
Third-Party Software Support
Configuration guide and troubleshooting assistance
Architecture Support
Guidance based on your application scenarios
Launch Support
Cloud Event Management
Proactive Guidance
Designated TAM
Operations Support
Operation report that includes the status of cloud resources, and a support summary, as well as optimization suggestions
Training
Online courses
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
1 Business hours: local business hours from 9:00 AM to 6:00 PM, excluding holidays and weekends.