Support Plans

Based on your current or planned use cases, HUAWEI CLOUD Support Plans provide a unique combination of tools and expertise to help you do amazing things with HUAWEI CLOUD.

Service Privileges

  • Developer

  • Business

  • Enterprise

Developer
  • Technical Support

    Case severity/Response time:

    General guidance < 24 business hours

    System exception < 12 business hours

  • Architecture Support

    General guidance

  • Training

    Online courses

Business
  • 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

    Guidance based on industry practices

  • Support APIs

    Service ticket open APIs

  • Training

    Online courses

Enterprise
  • 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

    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

Support

Basic

Developer

Business

Enterprise

Self Support

Self Support

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

Self Support

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

Self Support

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

Self Support

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

Non-Technical Support

Non-Technical Support

24x7 via service ticket

Non-Technical Support

24x7 via service ticket

Non-Technical Support

24x7 via service ticket and call-back

Non-Technical Support

24x7 via service ticket, call-back

Technical Support

Technical Support

——

Technical Support

During business hours via service ticket

Technical Support

24x7 via service ticket and call-back

Technical Support

24x7 via service ticket, call-back

Who Can Open Cases

Who Can Open Cases

——

Who Can Open Cases

One primary contact/Unlimited cases

Who Can Open Cases

Unlimited contacts/Unlimited cases

Who Can Open Cases

Unlimited contacts/Unlimited cases

Case Severity/Response Time

Case Severity/Response Time

——

Case Severity/Response Time
  • General guidance     < 24 hours

    System exception     < 12 hours

  •         (business hours)
Case Severity/Response Time

General guidance < 24 hours

System exception < 12 hours

Production system exception < 4 hours

Production system unavailable < 1 hour

Case Severity/Response Time

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

Case Handler

——

Case Handler

Technical engineers

Case Handler

Technical experts

Case Handler

Senior technical experts

Best Practices

Best Practices

——

Best Practices

——

Best Practices

——

Best Practices

Review by TAM following best practices

Notifications

Notifications

Message Center and email

Notifications

Message Center and email

Notifications

Message Center and email

Notifications

Message Center, email, and phone call

Support APIs

Support APIs

——

Support APIs

——

Support APIs

Service ticket open APIs

Support APIs

Service ticket open APIs

Third-Party Software Support

Third-Party Software Support

——

Third-Party Software Support

——

Third-Party Software Support

Configuration guide and troubleshooting assistance

Third-Party Software Support

Configuration guide and troubleshooting assistance

Architecture Support

Architecture Support

——

Architecture Support

General guidance

Architecture Support

Guidance based on industry practices

Architecture Support

Guidance based on your application scenarios

Launch Support

Launch Support

——

Launch Support

——

Launch Support

——

Launch Support

Cloud Event Management

Proactive Guidance

Proactive Guidance

——

Proactive Guidance

——

Proactive Guidance

——

Proactive Guidance

Designated TAM

Operations Support

Operations Support

——

Operations Support

——

Operations Support

——

Operations Support

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

Training

Training

Online courses

Training

Online courses

Training

Online courses

Training

Online courses

Pricing

Pricing

Included

Pricing

Greater of $26 USD

or

3% of monthly expenditure
(expenditure calculated based on price before discount)

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
(expenditure calculated based on price before discount)

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
(expenditure calculated based on price before discount)

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

Basic

——

Developer

During business hours via service ticket

Business

24x7 via service ticket and call-back

Enterprise

24x7 via service ticket, call-back

Who Can Open Cases

Basic

——

Developer

One primary contact/Unlimited cases

Business

Unlimited contacts/Unlimited cases

Enterprise

Unlimited contacts/Unlimited cases

Case Severity/Response Time

Basic

——

Developer
  • General guidance     < 24 hours

    System exception     < 12 hours

  •         (business hours)
Business

General guidance < 24 hours

System exception < 12 hours

Production system exception < 4 hours

Production system unavailable < 1 hour

Enterprise

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

Basic

——

Developer

Technical engineers

Business

Technical experts

Enterprise

Senior technical experts

Best Practices

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

Basic

——

Developer

——

Business

Service ticket open APIs

Enterprise

Service ticket open APIs

Third-Party Software Support

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
(expenditure calculated based on price before discount)

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
(expenditure calculated based on price before discount)

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
(expenditure calculated based on price before discount)

① Business hours: local business hours from 9:00 AM to 6:00 PM, excluding holidays and weekends.