Tencent Cloud After-Sales Support
Business
- Features of all basic level services
- Provides quicker and more efficient response time to business problem.
Enterprise
- Perfect with further expands services, specializes in group support of ticket.
- Designated business promotion support
- Provides multi-channel rapid response and value-added services.
Ultimate
- Provided dedicated service and technical managers to enable more effectively and rationally in business and architecture.
- 7 x 24 hours of additional expert group and phone support
- Tailored for enterprises in a variety of architecture Support
After-Sales Support Plans
Tencent Cloud provides a unique combination of tools and expertise to support your business, products and services.
Self Support
FAQ and Document、Message Subscription、API&SDK etc.
FAQ and Document、Message Subscription、API&SDK etc.
FAQ and Document、Message Subscription、API&SDK etc.
FAQ and Document、Message Subscription、API&SDK etc.
Technical Support
Ticket（7x24）
Ticket（7x24）
Ticket（7x24）
IM Group
Phone（7x24）
Ticket（7x24）
IM Group
Case Severity/Response Time
General Questions < 2 hour
Business Critical Down < 30 min
Service/System Down < 1 hour
General Questions < 2 hour
Business Critical Down < 15 min
Service/System Down < 30 min
General Questions < 1 hour
Business Critical Down < 15 min
Service/System Down < 30 min
General Questions < 1 hour
Third-party Software Support
Configuration Guidance and Troubleshooting
Configuration Guidance and Troubleshooting
Configuration Guidance and Troubleshooting
Configuration Guidance and Troubleshooting
Technical Account Manager
Designated Technical Account Manager
Business Promotion Support
Designated Account Manager
Designated Account Manager
Architecture Support
Designated Pre-Sale Architect, Product Usage, Configuration Guidance, Custom Infrastructure, Platform Services, and Network Connection etc.
Infrastructure Event Management
Infrastructure Event Management for additional fee.
Infrastructure Event Management for additional fee.
Case Submission
As a customer case of Tencent Cloud and display on Tencent Cloud website
Pricing Information
Free
Use-Case Specific
Use-Case Specific
Use-Case Specific