Support Plan
Benefit from highly flexible and comprehensive service support anywhere, anytime for greater business successes with the aid of Tencent Cloud.
Developer
· Features all basic level services.
· Provides quicker and more efficient response time to technical questions.
· Provides quicker and more efficient response time to technical questions.
Business
· Perfect for expanded services.
· Designated business promotional support.
· Provides multi-channel rapid response and value-added services.
· Designated business promotional support.
· Provides multi-channel rapid response and value-added services.
Enterprise
· Provide dedicated service and technical managers to enable more effective and rational support. 24*7 expert group support.
Support Plans
Tencent Cloud provides a unique combination of tools and expertise to support your business, products and services.
| Tencent Cloud | Basic | Developer | Business | Enterprise |
|---|---|---|---|---|
| Self Support | FAQs and documentation, message suscription, APIs and SDKs, etc. | FAQs and documentation, message suscription, APIs and SDKs, etc. | FAQs and documentation, message suscription, APIs and SDKs, etc. | FAQs and documentation, message suscription, APIs and SDKs, etc. |
| Technical Support | Ticket ( 24/7 ) | Phone ( 24/7 ) Ticket ( 24/7 ) | Phone ( 24/7 ) Ticket ( 24/7 ) | Phone ( 24/7 ) Ticket ( 24/7 ) Online chat ( 24/7 ) |
| Case Severity/ Response Time | 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 |
| Case Handing Personnel | Customer Service Associates | Customer Service Associates | Cloud Support Engineers | Cloud Support Experts |
| Third-party Software Support | ✕ | Configuration Guidance and Troubleshooting | Configuration Guidance and Troubleshooting | Configuration Guidance and Troubleshooting |
| Technical Account Manager | ✕ | ✕ | ✕ | Designated Technical Account Manager |
| Architecture Support | ✕ | ✕ | ✕ | Consultative review and guidance on product usage, configuration, custom intrastucture, platform services, network configuration, etc.(Limited) |
| Inspection by Tencent Smart Advisor | Check and identify risks of cloud resources with the Tencent Smart Advisor, free of charge | Check and identify risks of cloud resources with the Tencent Smart Advisor, free of charge | Check and identify risks of cloud resources with the Tencent Smart Advisor, free of charge | Check and identify risks of cloud resources with Tencent Smart Advisor, free of charge. Receive inspection report interpretations and governance plans provided by dedicated technical managers for optimization. |
| Tencent Smart Advisor-Chaotic Fault Generator | ✕ | ✕ | Free use of the Tencent Smart Advisor-Chaotic Fault Generator function to discover disaster recovery risks and improve system availability through safe and reliable fault experiments. | Free use of the Tencent Smart Advisor-Chaotic Fault Generator function to discover disaster recovery risks and improve system availability through safe and reliable fault experiments. |
| Infrastructure Event Management (IEM) | ✕ | ✕ | ✕ | Free Tencent Cloud expert support (up to 3 sessions/year) Service reference: IEM |
| High-Availability Optimization | ✕ | ✕ | ✕ | Free expert review and guidance for cloud system high-availability optimization (up to 2 sessions/year) |
| On-Site Services | ✕ | ✕ | ✕ | Free on-site service (up to 3 person-days/year) |
| Pricing（per month） | Free | Current trial price：$19.99/month - or - 10% of monthly Tencent Cloud usage for the first $0–$200. 3% of monthly Tencent Cloud usage over $200. (Higher fees will apply and fees are calculated based on prices before any discounts.) | Current trial price：$70/month - or - 10% of monthly Tencent Cloud usage for the first $0–$700. 7% of monthly Tencent Cloud usage from $700–$5,600. 5% of monthly Tencent Cloud usage from $5,600–$17,500. 3% of monthly Tencent Cloud usage over $17,500. (Higher fees will apply and fees are calculated based on prices before any discounts.) | Current trial price：$8000/month - or - 10% of monthly Tencent Cloud usage for the first $0–$80,000. 7% of monthly Tencent Cloud usage from $80,000–$260,000. 5% of monthly Tencent Cloud usage from $260,000–$500,000. 3% of monthly Tencent Cloud usage over $500,000. (Higher fees will apply and fees are calculated based on prices before any discounts.) |
Are you ready to get started?
Tencent Cloud is designed to create a seamless experience for you.