tencent cloud

Support Plan

Benefit from highly flexible and comprehensive service support anywhere, anytime for greater business successes with the aid of Tencent Cloud.

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Support Plan
Developer
Developer
· Features all basic level services.
· Provides quicker and more efficient response time to technical questions.
Business
Business
· Perfect for expanded services.
· Designated business promotional support.
· Provides multi-channel rapid response and value-added services.
Enterprise
Enterprise
· Provide dedicated service and technical managers to enable more effective and rational support. 24*7 expert group support.
Support Plans
Tencent Cloud provides a unique combination of tools and expertise to support your business, products and services.
Tencent CloudBasicDeveloperBusinessEnterprise
Self SupportFAQs 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 SupportTicket ( 24/7 )Phone ( 24/7 )
Ticket ( 24/7 )		Phone ( 24/7 )
Ticket ( 24/7 )		Phone ( 24/7 )
Ticket ( 24/7 )
Online chat ( 24/7 )
Case Severity/ Response TimeGeneral issues < 16 hoursGeneral issues < 16 hours
System impaired < 8 hours		General issues < 16 hours
System impaired < 8 hours
Production system impacted < 30 minutes		General issues < 8 hours
System impaired < 4 hours
Production system impacted < 20 minutes
Business critical < 15 minutes
Case Handing PersonnelCustomer Service AssociatesCustomer Service AssociatesCloud Support EngineersCloud Support Experts
Third-party Software SupportXConfiguration Guidance and TroubleshootingConfiguration Guidance and TroubleshootingConfiguration Guidance and Troubleshooting
Technical Account ManagerXXXDesignated Technical Account Manager
Architecture SupportXXXConsultative review and guidance on product usage, configuration, custom intrastucture, platform services, network configuration, etc.(Limited)
Inspection by Tencent Smart AdvisorCheck and identify risks of cloud resources with the Tencent Smart Advisor, free of chargeCheck and identify risks of cloud resources with the Tencent Smart Advisor, free of chargeCheck and identify risks of cloud resources with the Tencent Smart Advisor, free of chargeCheck and identify risks of cloud resources with Tencent Smart Advisor, free of charge. Receive inspection report interpretations and governance plans provided by dedicated technical managers for optimization.
Infrastructure Event Management (IEM)XXXFree Tencent Cloud expert support (up to 3 sessions/year)
Service reference: IEM

High-Availability OptimizationXXXFree expert review and guidance for cloud system high-availability optimization (up to 2 sessions/year)
On-Site ServicesXXXFree on-site service (up to 3 person-days/year)
Pricing（per month）FreeStarting at $19.99
- or -
10% of monthly Tencent Cloud usage for the first $0–$200.
3% of monthly Tencent Cloud usage over $200.
(Higher fees will apply and fees are calculated based on prices before any discounts.)		Starting at $70
- or -
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.
(Higher fees will apply and fees are calculated based on prices before any discounts.)		Starting at $8,000
- or -
10% of monthly Tencent Cloud usage for the first $0–$80,000.
7% of monthly Tencent Cloud usage from $80,000–$260,000.
5% of monthly Tencent Cloud usage from $260,000–$500,000.
3% of monthly Tencent Cloud usage over $500,000.
(Higher fees will apply and fees are calculated based on prices before any discounts.)
Are you ready to get started?

Tencent Cloud is designed to create a seamless experience for you.