Support Methods – Standard Services

Product Overview

Product Category

Product Introduction 

Billing Overview

Service Price

Purchase Instructions

Purchase Guide

Service Category

Service Scope

Introduction of service content

Self-Support-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

Tencent Smart Advisor Chaotic Fault Generator – Advanced Services

Communication & Training – Advanced Services

Service Report – Advanced Services

Architecture Optimization – Expert Services

High-Availability Optimization – Expert Services

Stability Optimization – Expert Services

Service Content

Service Guide

Service Plan

IM group is the primary service supportchannel for customers who have purchased the Enterprise support plan. Customers can directly contact Tencent Cloud's customer service through the IM group for consultation and issue report.

Technical Support	Service Description	Service Time
Ticket	via https://console.tencentcloud.com/workorder or log in Tencent Cloud console, click on "Ticket" to enter the ticket management system	24/7
Hotline	China Hong Kong +852 800 906 020 (toll-free) United States +1 844 606 0804 (toll-free) Canada +1 888 605 7930 (toll-free) United Kingdom +44 808 196 4551 (toll-free) Australia +61 1300 986 386 (toll-free)	24/7
IM Group （Enterprise Support Plan only）	Instant messaging group for real-time and efficient communication After purchasing the Enterprise-level Support Plan, Tencent Cloud will set up a dedicated IM group for customers to provide real-time and prompt responses to troubleshooting and technical consultation inquiries. Supported IM group types: Slack, WeCom (Enterprise WeChat)	24/7

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