tencent cloud

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.

Business

  • Perfect for expanded services and specializes in group support of tickets.
  • 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.
  • Tailored for enterprises in a variety of architecture 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 group ( 24/7 )

Case Severity/
Response Time

General questions < 16 hours

General questions < 16 hours

System impaired < 8 hours

General questions < 16 hours

System impaired < 8 hours

Production system impacted < 30 minutes

General questions < 16 hours

System impaired < 8 hours

Production system impacted < 30 minutes

Business critical < 15 minutes

Case Handing Personnel

Customer Service Associates

Customer Service Engineers

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

Business Promotion Support

Designated Account Manager

Designated Account Manager

Architecture Support

Designated Solution Architect, Product Usage, Configuration Guidance, Custom Infrastructure, Platform Services, and Network Connection etc.

Infrastructure Event Management (IEM)

Infrastructure Event Management(*Limited)

Case Submission

As a customer case of Tencent Cloud and display on Tencent Cloud website

Pricing(per month)

Free

Starting at $19.99

- Price Breakdown -

10% of monthly Tencent Cloud usage for the first $0–$200.

3% of monthly Tencent Cloud usage over $200.

Starting at $70

- Price Breakdown -

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.

Starting at $8000

- Price Breakdown -

10% of monthly Tencent Cloud usage for the first $0–$80K.

7% of monthly Tencent Cloud usage from $80K–$260K.

5% of monthly Tencent Cloud usage from $260K–$500K.

3% of monthly Tencent Cloud usage over $500K.

Contact Us

Contact our sales team or business advisors to help your business.

Technical Support

Open a ticket if you're looking for further assistance. Our Ticket is 7x24 avaliable.

7x24 Phone Support
Hong Kong, China
+852 800 906 020 (Toll Free)
United States
+1 844 606 0804 (Toll Free)
Canada
+1 888 605 7930 (Toll Free)
England
+44 808 196 4551 (Toll Free)
Australia
+61 1300 986 386 (Toll Free)
Korea
+82 080-899-3166 (Toll Free; local time: 9:00—12:00, 13:00-18:00)
More local hotlines coming soon