Service Privileges and Support Plan Comparison
Service Privileges and Support Plan Comparison
Service Item
这是表头简介
Developer
这是表头简介
Business
这是表头简介3
Enterprise On-Ramp
这是表头简介
Enterprise
这是表头简介5
24/7① access to Billing Center, documentation, and white papers
24/7 access to Billing Center, documentation, and white papers
24/7 access to Billing Center, documentation, and white papers
24/7 access to Billing Center, documentation, and white papers
24/7 support via service tickets
24/7 support via service tickets and callbacks
24/7 support via service tickets, callbacks, and IM groups
24/7 support via service tickets, callbacks, technical account managers (TAMs), and IM groups
Business hours②: support via service tickets
24/7 support via service tickets and callbacks
24/7 support via service tickets, callbacks, and IM groups
24/7 support via service tickets, callbacks, TAMs, and IM groups
Unlimited issues/unlimited contacts
Unlimited issues/unlimited contacts
Unlimited issues/unlimited contacts
Unlimited issues/unlimited contacts
General guidance: < 24 business hours
System impaired: < 12 business hours
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system unavailable: < 1 hour
General guidance: < 20 hours
System impaired: < 10 hours
Production system impaired: < 4 hours
Production system unavailable: < 45 minutes
Core system unavailable: < 30 minutes
General guidance: < 16 hours
System impaired: < 8 hours
Production system impaired: < 3 hours
Production system unavailable: < 30 minutes
Core system unavailable: < 15 minutes
Technical engineers
Technical experts
Technical experts
Senior technical experts
Review suggestions offered by TAMs based on best practices
Message Center and email
Message Center and email
Message Center and email
Message Center, email, and phone
Available
Available
Available
Configuration guidance and troubleshooting assistance
Configuration guidance and troubleshooting assistance
Configuration guidance and troubleshooting assistance
Online courses on Huawei Cloud architecture design
Online courses on Huawei Cloud architecture design
Online courses on Huawei Cloud architecture design
Online courses on Huawei Cloud architecture design
Key Event On-Duty Service (limited)
Analysis of the resource distribution of cloud services, identification of risks to high availability (HA) of cloud services, best practices for cloud service deployment, and usage constraints on cloud services, and optimization recommendations (limited)
Checks on the alarms, loads, and health of cloud resources, analysis of service scenarios and historical faults based on monitoring results, and optimization recommendations based on Huawei Cloud O&M best practices (limited)
Designated TAMs
Monthly service reports on the cloud resource running status and service support as well as optimization recommendations
Quick answers to questions related to expenditures, anomalies, invoicing and payment support, and dispute refunds from bill optimization experts
Quick answers to questions related to expenditures, anomalies, invoicing and payment support, and dispute refunds from bill optimization experts
For industry emergencies that are sensitive to customer business (such as security vulnerabilities, viruses, backbone network failures, etc.) or Huawei Cloud change events, proactively assist customers in formulating response plans
For industry emergencies that are sensitive to customer business (such as security vulnerabilities, viruses, backbone network failures, etc.) or Huawei Cloud change events, proactively assist customers in formulating response plans
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture, and optimize capacity and costs
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture, and optimize capacity and costs
Online courses
Online courses
Online courses
Online courses
$26 USD/month
Either $90 USD
or
10% of monthly expenditures for the first $0 USD to $9,000 USD
+
7% of monthly expenditures from $9,000 USD to $72,000 USD
+
5% of monthly expenditures from $72,000 USD to $225,000 USD
+
3% of monthly expenditures over $225,000 USD
(whichever is greater, discounts not applied)
Either $5,000 USD
or
10% of monthly expenditures
(whichever is greater, discounts not applied)
Either $13,500 USD
or
10% of monthly expenditures for the first $0 USD to $135,000 USD
+
7% of monthly expenditures from $135,000 USD to $450,000 USD
+
5% of monthly expenditures from $450,000 USD to $900,000 USD
+
3% of monthly expenditures over $900,000 USD
(whichever is greater, discounts not applied)
|
Service Item 这是表头简介 |
Developer 这是表头简介 |
Business 这是表头简介3 |
Enterprise On-Ramp 这是表头简介 |
Enterprise 这是表头简介5 |
|---|---|---|---|---|
|
Self-Service
|
24/7① access to Billing Center, documentation, and white papers |
24/7 access to Billing Center, documentation, and white papers |
24/7 access to Billing Center, documentation, and white papers |
24/7 access to Billing Center, documentation, and white papers |
|
Non-Technical Support
|
24/7 support via service tickets |
24/7 support via service tickets, callbacks, and IM groups |
24/7 support via service tickets, callbacks, technical account managers (TAMs), and IM groups |
|
|
Technical Support
|
Business hours②: support via service tickets |
24/7 support via service tickets and callbacks |
24/7 support via service tickets, callbacks, and IM groups |
|
|
Who Can Submit Service Tickets
|
Unlimited issues/unlimited contacts |
Unlimited issues/unlimited contacts |
Unlimited issues/unlimited contacts |
Unlimited issues/unlimited contacts |
|
Issue Severity and Response Time
|
General guidance: < 24 business hours System impaired: < 12 business hours |
General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours Production system unavailable: < 1 hour |
General guidance: < 20 hours System impaired: < 10 hours Production system impaired: < 4 hours Production system unavailable: < 45 minutes Core system unavailable: < 30 minutes |
General guidance: < 16 hours System impaired: < 8 hours Production system impaired: < 3 hours Production system unavailable: < 30 minutes Core system unavailable: < 15 minutes |
|
Service Ticket Handler
|
Technical engineers |
Technical experts |
Technical experts |
Senior technical experts |
|
Best Practices
|
|
|
|
Review suggestions offered by TAMs based on best practices |
|
Notifications
|
Message Center and email |
Message Center and email |
Message Center and email |
Message Center, email, and phone |
|
Service Ticket Management APIs
|
|
Available |
Available |
Available |
|
Third-Party Software Support
|
|
Configuration guidance and troubleshooting assistance |
Configuration guidance and troubleshooting assistance |
Configuration guidance and troubleshooting assistance |
|
Architecture Support
|
Online courses on Huawei Cloud architecture design |
Online courses on Huawei Cloud architecture design |
Online courses on Huawei Cloud architecture design |
Online courses on Huawei Cloud architecture design |
|
Key Event On-Duty Service (Basic Edition)
|
|
|
|
Key Event On-Duty Service (limited) |
|
Availability Check
|
|
|
|
Analysis of the resource distribution of cloud services, identification of risks to high availability (HA) of cloud services, best practices for cloud service deployment, and usage constraints on cloud services, and optimization recommendations (limited) |
|
Resource Monitoring and Optimization
|
|
|
|
Checks on the alarms, loads, and health of cloud resources, analysis of service scenarios and historical faults based on monitoring results, and optimization recommendations based on Huawei Cloud O&M best practices (limited) |
|
Proactive Guidance
|
|
|
|
Designated TAMs |
|
Monthly Service Reports
|
|
|
|
Monthly service reports on the cloud resource running status and service support as well as optimization recommendations |
|
Enterprise Bill Consulting
|
|
|
Quick answers to questions related to expenditures, anomalies, invoicing and payment support, and dispute refunds from bill optimization experts |
Quick answers to questions related to expenditures, anomalies, invoicing and payment support, and dispute refunds from bill optimization experts |
|
Enterprise Care Plan
|
|
|
For industry emergencies that are sensitive to customer business (such as security vulnerabilities, viruses, backbone network failures, etc.) or Huawei Cloud change events, proactively assist customers in formulating response plans |
For industry emergencies that are sensitive to customer business (such as security vulnerabilities, viruses, backbone network failures, etc.) or Huawei Cloud change events, proactively assist customers in formulating response plans |
|
Optimization Advisor (OA)
|
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture |
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture |
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture, and optimize capacity and costs |
Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture, and optimize capacity and costs |
|
Training
|
Online courses |
Online courses |
Online courses |
Online courses |
|
price setting
|
$26 USD/month |
Either $90 USD or 10% of monthly expenditures for the first $0 USD to $9,000 USD + 7% of monthly expenditures from $9,000 USD to $72,000 USD + 5% of monthly expenditures from $72,000 USD to $225,000 USD + 3% of monthly expenditures over $225,000 USD (whichever is greater, discounts not applied) |
Either $5,000 USD or 10% of monthly expenditures (whichever is greater, discounts not applied) |
Either $13,500 USD or 10% of monthly expenditures for the first $0 USD to $135,000 USD + 7% of monthly expenditures from $135,000 USD to $450,000 USD + 5% of monthly expenditures from $450,000 USD to $900,000 USD + 3% of monthly expenditures over $900,000 USD (whichever is greater, discounts not applied) |
|
purchase
|
$26.00
USD/month
|
$90.00
USD/month
|
$5,000.00
USD/month
|
$13,500 .00
USD/month
|
① 24/7: 24 hours every day all year round
② Business hours: 9:00 a.m. to 6:00 p.m. (your local time), excluding holidays and weekends
③ The following service items in the Enterprise Support Plans are not available in the EU-Paris and EU-Amsterdam regions: best practices, Key Event On-duty Service (Basic Edition), availability checks, resource monitoring and optimization, monthly service reports, and notifications.
④ IM groups: WeLink (commercial version)
⑤ Support via IM groups is only provided in Asia Pacific, but over time, it will be gradually available in other regions.