- Product Introduction
- Introduction of Tencent Cloud Support Plan
- Product Category
- Service Category
- Service Scope
- Service Content
- Introduction of service content
- Self-Support-Standard Services
- Support Methods – Standard Services
- Response Time SLA – Standard Services
- Third-Party Software Support – Standard Services
- Infrastructure Event Management – Advanced Services
- Tencent Smart Advisor Health Check – Advanced Services
- Communication & Training – Advanced Services
- Service Report – Advanced Services
- Architecture Optimization – Expert Services
- High-Availability Optimization – Expert Services
- Stability Optimization – Expert Services
- Business Health Check – Expert Services
- Pricing
- Service Price
- Product Introduction
- Introduction of Tencent Cloud Support Plan
- Product Category
- Service Category
- Service Scope
- Service Content
- Introduction of service content
- Self-Support-Standard Services
- Support Methods – Standard Services
- Response Time SLA – Standard Services
- Third-Party Software Support – Standard Services
- Infrastructure Event Management – Advanced Services
- Tencent Smart Advisor Health Check – Advanced Services
- Communication & Training – Advanced Services
- Service Report – Advanced Services
- Architecture Optimization – Expert Services
- High-Availability Optimization – Expert Services
- Stability Optimization – Expert Services
- Business Health Check – Expert Services
- Pricing
- Service Price
The service support plan is divided into four levels as follows, with the Basic level being provided for free by default, and the other three levels being paid packages. For specific details about the service catalog, please refer to "Tencent Cloud SupportPlans."
Tencent Cloud Support Plans
Category | Catalog | Basic (Free) | Developer | Business | Enterprise |
Standard Services | Self-Support | FAQs and documentation, message subscription, APIs and SDKs, etc. | FAQs and documentation, message subscription, APIs and SDKs, etc. | FAQs and documentation, message subscription, APIs and SDKs, etc. | FAQs and documentation, message subscription, APIs and SDKs, etc. |
| Technical Support | Ticket (24/7) | Phone (24/7) Ticket (24/7) | Phone (24/7) Ticket (24/7) | Phone (24/7) Ticket (24/7) IM Group Chat (24/7) |
| Case Severity/ Response Time | General issues < 16 hours | General issues < 16 hours System impaired < 8 hours | General issues < 16 hours System impaired < 8 hours Production system impacted < 30 minutes | General issues < 8 hours System impaired < 4 hours Production system impacted < 20 minutes Business critical < 15 minutes |
| Case Handling Personnel | Customer Service Associates | Customer Service Associates | Cloud Support Engineers | Cloud Support Experts |
| Technical Account Manager | X | X | X | Designated Technical Account Manager |
| Third-Party Software Support | X | ✓ | ✓ | ✓ |
Advanced Services | Infrastructure Event Management (IEM) | X | X | X | ✓ |
| Tencent Smart Advisor (TSA) Health Check | X | ✓ | ✓ | ✓ |
| Communication & Training | X | X | X | ✓ |
| Service Report | X | X | X | ✓ |
Expert Services | Architecture Optimization | X | X | X | ✓ |
| High-Availability Optimization | X | X | X | ✓ |
| Stability Optimization | X | X | X | ✓ |
| Resources Optimization | X | X | X | ✓ |
Note:
24/7: Service is available around the clock throughout the year.
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