Tencent Cloud After-Sales Support

Discover support options that meet your needs

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.

Basic
Business
Enterprise
Ultimate

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

not support
not support
not support

Designated Technical Account Manager

Business Promotion Support

not support
not support

Designated Account Manager

Designated Account Manager

Architecture Support

not support
not support
not support

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

Infrastructure Event Management

not support
not support

Infrastructure Event Management for additional fee.

Infrastructure Event Management for additional fee.

Case Submission

not support
not support
not support

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

Sales Support

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

Technical Support

Open a ticket if you're looking for further assistance.