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Updated on 2022-09-28 GMT+08:00
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SLA

HUAWEI CLOUD technical support engineers determine the priorities of cases submitted by partners based on the case severity and quickly respond to critical problems.

Table 1 Case response time

Basic

Standard

Premier

Request accepted within 1 working day

Production system unavailable: < 30 minutes

Production system exceptions: < 3 hours

System exceptions: < 8 hours

General guidance: < 16 hours

Core production system unavailable: < 15 minutes

Production system unavailable: < 30 minutes

Production system exceptions: < 3 hours

System exceptions: < 8 hours

General guidance: < 16 hours

Table 2 describes the severities of cases.

Table 2 Case severities

Case Severity

Description

Core production system unavailable

A critical fault, such as service breakdown, occurs in a core production system (different from a common production system) of a customer and urgently needs to be rectified by HUAWEI CLOUD.

Production system unavailable

A critical fault, such as service breakdown, occurs in a common production system (different from a non-production system such as test environment) of a customer and needs to be preferentially rectified by HUAWEI CLOUD.

Production system exception

A service exception occurs in a customer's service production system (different from a non-production system such as test environment), but the system still can provide a part of the functionality. The exception needs to be rectified by HUAWEI CLOUD as soon as possible.

System exception

A service exception occurs in a customer's service production system, but the system still can provide a part of the functionality. The exception needs to be rectified by HUAWEI CLOUD.

General guidance

Fault-unrelated support is requested, for example, technical guidance from HUAWEI CLOUD technical service personnel. Such support usually does not require quick response.

To ensure quick response to urgent problems, partners need to objectively evaluate the problem severity. We strongly recommend that the highest severity be limited to cases that cannot be resolved or directly affect production applications. It must be planned to avoid a high severity being allocated to a general guidance request. For issues with a wrong severity specified, HUAWEI CLOUD does not guarantee the response time required for the specified severity.

Parent topic: Service Content