Partner Support Plan
An open, innovative, and win-win plan to empower your and your customers' cloud services.
Standard
· Technical support: 10 tickets per month; shortest response time in under 15 minutes.
· Tencent Smart Advisor check: Quick check and identification of risks related to cloud resources.
· Tencent Smart Advisor check: Quick check and identification of risks related to cloud resources.
Commercial
· Technical support: 30 tickets per month; shortest response time in under 15 minutes.
· Tencent Smart Advisor check: Quick check and identification of risks related to cloud resources.
· Service management: Upgrade and acceleration for urgent issues.
· Cloud architecture consultation/training: Consultation and training on Tencent Cloud products.
· Tencent Smart Advisor check: Quick check and identification of risks related to cloud resources.
· Service management: Upgrade and acceleration for urgent issues.
· Cloud architecture consultation/training: Consultation and training on Tencent Cloud products.
Enterprise
· Technical support: Multi-channel support including Chat groups, unlimited tickets.
· Tencent Smart Advisor check: 4 report interpretations a year, advice on risk optimization.
· Dedicated service manager: Proactive service.
· Expert service: Expert service 8 days a year to ensure important events run smoothly.
· Cloud architecture consultation/training: 4 online consultations a year, plus on-demand consultation and training.
· Tencent Smart Advisor check: 4 report interpretations a year, advice on risk optimization.
· Dedicated service manager: Proactive service.
· Expert service: Expert service 8 days a year to ensure important events run smoothly.
· Cloud architecture consultation/training: 4 online consultations a year, plus on-demand consultation and training.
Service plan
Tencent Cloud's unparalleled tools and expertise help drive the success of your business, products, and services.
| Tencent Cloud | Standard | Commercial | Enterprise |
|---|---|---|---|
| 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 | X | Duty manager | Designated Technical Account Manager |
| Account Support Manager | X | X | Designated Account Support Manager |
| Third-party software support | Configuration Guidance and Troubleshooting | Configuration Guidance and Troubleshooting | Configuration Guidance and Troubleshooting |
| Infrastructure Event Management (IEM) | X | X | Free expert service 8 days a year, plus paid expert service after the quota is reached |
| Intelligent inspection of Tencent Smart Advisor | Free service by Tencent Smart Advisor to quickly check and identify risks related to cloud resources | Free service by Tencent Smart Advisor to quickly check and identify risks related to cloud resources | Free service by Tencent Smart Advisor to quickly check and identify risks related to cloud resources. 4 report interpretations by technical services managers a year, advice on governance plans and risk optimization |
| Service reports | X | X | Tencent Cloud product usage (in the works) |
| Communication and training | X | X | 4 online consultations/trainings a year, plus on-demand seminars |
| Architecture optimization | X | X | Limited |
| Fees | 800 USD/month Additional tickets: 800 USD/10 tickets | 3000 USD/month Additional tickets: 800 USD/10 tickets | Starting at 20,000 USD/month |
Are you ready to get started?
Tencent Cloud is designed to create a seamless experience for you.