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
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)
Phone (7x24)
Ticket (7x24)
Phone (7x24)
Ticket (7x24)
Phone (7x24)
Ticket (7x24)
IM Group(7x24)
Case Severity/
Response Time
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
not support
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 Solution Architect, Product Usage, Configuration Guidance, Custom Infrastructure, Platform Services, and Network Connection etc.
Infrastructure Event Management (IEM)
not support
not support
not support
Infrastructure Event Management(*Limited)
Case Submission
not support
not support
not support
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 TencentTencent Cloud usage from $80K–$260K
5% of monthly Tencent Cloud usage from $260K–$500K
3% of monthly Tencent Cloud usage over $500K