Customer Service Suspension Rules
Last updated: 2025-07-03 09:42:39
Service Suspension Rules
1. Delay Suspension by Product rules
When the customer's available credit limit < 0:
Account enters arrears status and is unable to purchase new resources.
Postpaid resources will be suspended after entering the grace period according to the overdue explanation on the product documentation.
Prepaid resources can be used until the expiration date. After expiration, service suspension and destruction will follow the overdue instructions in the corresponding product documentation on the Tencent Cloud website.
Note:
Due to our billing cycle, there might be cases where service is suspended but the corresponding quota is still deducted for one billing cycle.
2. Service Suspension
When the customer's available credit limit < 0:
Account enters arrears status and is unable to purchase new resources.
Postpaid resources have no grace period and will be suspended immediately.
Prepaid resources can be used until the expiration date. After expiration, service suspension and destruction will follow the overdue instructions in the corresponding product documentation on the Tencent Cloud website.
Note:
Due to our billing cycle, there might be cases where service is suspended but the corresponding quota is still deducted for one billing cycle.
3. No Service Suspension (Postpaid, Prepaid)
When the customer's available credit limit < 0:
Account enters arrears status and is unable to purchase new resources.
If postpaid uninterrupted service during arrears is configured, customer will still be unable to enable new postpaid resources. However, resources under them will continue to incur charges after arrears, posing a credit breakdown risk. The generated costs will be borne by the reseller.Proceed with caution.
If prepaid uninterrupted service during arrears is configured, the purchased prepaid resources will be automatically renewed, and they can still be renewed normally after exceeding credit limit.
Note:
If your customer’s service is suspended due to the frozen account or overdue payments, you need to pay the fees incurred in the service suspension grace period and data protection period.
Tencent Cloud is not liable for any consequences or disputes arising from your customer's overdue payments since it doesn't engage in the business between you and your customers.
How to check the Service Suspension Rules
FAQ
How do reseller configure service suspensions rules for their customers?
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