- 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
Tencent Cloud technical engineers will prioritize and assign a higher response speed to urgent issue based on the severity level of cases submitted by customers.
Explanation of case response time:
Basic | Developer | Business | Enterprise |
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 |
Explanation of severity level:
Classification | Judgment criteria |
Business Unavailability | This refers to severe failures where the customer's core business is unavailable. Examples include loss of production data, intrusion incidents, or any other situation that causes a critical interruption in the customer's key business operations. |
Production System Abnormality | This refers to severe faults where the customer's general production system is unavailable. Examples include failed resolution, CLB (Cloud Load Balancer) degradation, network interruptions, or being blocked, resulting in a critical interruption in the customer's key business operations. |
Business/System Abnormailty | This refers to cases where the business experiences anomalies but does not completely lose its service capability. Examples include slowdowns, partial performance issues, intermittent errors, or other non-critical interruptions. |
Usage Consultation | This refers to cases where the business is not affected, such as general business inquiries or seeking technical guidance. |
Note:
In order to ensure prompt support for urgent issues, customers should objectively assessthe severity level of their problems and avoid using high severity cases to address general guidance issues. Tencent Cloud does not guarantee a response according to the submitted severity level for cases that do not align with the actual severity of the issue.
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