Service Category
Last updated: 2025-08-05 15:57:36
The Support Plan is divided into four levels as follows, with the Basic level being provided for free by default, and the other three levels being paid packages. For specific details about the service catalog, please refer to "Tencent Cloud Support Plans."
Tencent Cloud Support Plans
Category | Catalog | Basic (Free) | Developer | Business | Enterprise |
Standard Services | Self-Support | FAQs and documentation, message subscription, APIs and SDKs, etc. | FAQs and documentation, message subscription, APIs and SDKs, etc. | FAQs and documentation, message subscription, APIs and SDKs, etc. | FAQs and documentation, message subscription, 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) IM Group 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 Handling Personnel | Customer Service Associates | Customer Service Associates | Cloud Support Engineers | Cloud Support Experts |
| Technical Account Manager | × | × | × | Designated Technical Account Manager |
| Third-Party Software Support | × | ✓ | ✓ | ✓ |
Advanced Services | Infrastructure Event Management (IEM) | × | × | × | ✓ |
| Tencent Cloud Smart Advisor (TSA) - Cloud Risk Assessment | × | ✓ | ✓ | ✓ |
| Tencent Cloud Smart Advisor (TSA) -Chaotic Fault Generator | × | × | ✓ | ✓ |
| Communication & Training | × | × | × | ✓ |
| Service Report | × | × | × | ✓ |
Expert Services | Architecture Optimization | × | × | × | ✓ |
| High-Availability Optimization | × | × | × | ✓ |
| Stability Optimization | × | × | × | ✓ |
Note:
24/7: Service is available around the clock throughout the year.
Except for customers on the Enterprise support plan, Tencent Cloud offers support exclusively in Chinese (Mandarin) and English.
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