Service Catalog
Last updated:2025-08-18 09:10:22
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.
Except for partners on the Enterprise support plan, Tencent Cloud offers support exclusively in Chinese (Mandarin) and English.
Was this page helpful?
You can also Contact Sales or Submit a Ticket for help.
Yes
No
Feedback