- Product Introduction
- Overview
- Product Specifications
- Service Catalog
- Service Scope
- Service Content
- Standard Service - Self-Service Channels
- Standard Service - Support Channels
- Standard Service - Response Time
- Standard Service - Third-Party Software Support
- Advanced Service - Infrastructure Event Management
- Advanced Service - Intelligent Inspection of Tencent Smart Advisor
- Advanced Service - Service Reports
- Advanced Service - Communication and Training
- Expert Service - Architectural Optimization
- Purchase Guide
- Product Introduction
- Overview
- Product Specifications
- Service Catalog
- Service Scope
- Service Content
- Standard Service - Self-Service Channels
- Standard Service - Support Channels
- Standard Service - Response Time
- Standard Service - Third-Party Software Support
- Advanced Service - Infrastructure Event Management
- Advanced Service - Intelligent Inspection of Tencent Smart Advisor
- Advanced Service - Service Reports
- Advanced Service - Communication and Training
- Expert Service - Architectural Optimization
- Purchase Guide
The Partner Support Plan has three editions, all of which are paid subscription packages.
For detailed contents of the service catalog, see the table below.
Introduction to the Tencent Cloud International Partner Support Plan:
Service Category | Service Catalogue | Standard | Commercial | Enterprise |
Standard services | Self-service channel | FAQs, documentation, message subscription,
interfaces, SDKs, and so on. | FAQs, documentation, message subscription,
interfaces, SDKs, and so on. | FAQs, documentation, message subscription,
interfaces, SDKs, and so on. |
| Support channels | Hotline Tickets (10 tickets per month) | Hotline Tickets (30 tickets per month) | Hotline Tickets (unlimited) IM enterprise service group |
| Case severity/response time | Business unavailable < 15 minutes Production system exception < 30 minutes Business/system exception < 8 hours General usage consultation < 16 hours | Business unavailable < 15 minutes Production system exception < 30 minutes Business/system exception < 8 hours General usage consultation < 16 hours | Business unavailable < 15 minutes Production system exception < 30 minutes Business/system exception < 8 hours General usage consultation < 16 hours |
| Case handling personnel | Customer service engineer | Cloud support engineer | Cloud support expert |
| Technical Account Manager | No | No | Designated Technical Account Manager |
| Account Support Manager | No | No | Designated Account Support Manager |
| Third-party software support | Yes | Yes | Yes |
Advanced services | Infrastructure Event Management (IEM) | No | No | Limited |
| Intelligent inspection of Tencent Smart Advisor | Yes | Yes | Yes |
| Service reports | No | No | Yes |
| Communication and training | No | Limited | Limited |
Expert services | Architecture optimization | No | No | Limited |
Note:
The work orders in this plan are questions posed by partners on behalf of their sub-clients. When posing a question, partners should provide the sub-client's account information to facilitate troubleshooting. The partner's sub-clients are serviced by the partner.
Expert service is a special service provided to customers who purchase an enterprise-level support plan for a year or more. If a customer has utilized the expert service, constraints will be imposed when the service is unsubscribed or downgraded.
Yes
No
Was this page helpful?