Service Catalog

Self-service

24/7 access to Billing Center, documentation, and white papers

24/7 access to Billing Center, documentation, and white papers

24/7 access to Billing Center, documentation, and white papers

24/7 access to Billing Center, documentation, and white papers

Non-technical support

24/7 via service tickets

24/7 via service tickets

24/7 via service tickets and callbacks

24/7 via service tickets, callbacks, and TAM

Technical support

-

During business hours via service ticket

24/7 via service tickets and callbacks

24/7 via service tickets, callbacks, and TAM

Who can open cases

-

Unlimited cases/1 primary contact

Unlimited cases/unlimited contacts

Unlimited cases/unlimited contacts

Case severity and response time

-

General guidance < 24 business hours

System exception < 12 business hours

General guidance < 24 hours

System exception < 12 hours

Production system exception < 4 hours

Production system unavailable < 1 hour

General guidance < 16 hours

System exception < 8 hours

Production system exception < 3 hours

Production system unavailable < 30 minutes

Core system unavailable < 15 minutes

Case handler

-

Technical engineers

Technical experts

Senior technical experts

Best practices

-

-

-

Review suggestions offered by the TAM based on best practices

Notifications

Message Center and emails

Message Center and emails

Message Center and emails

Message Center, emails, and callbacks

Service ticket management APIs

-

-

Available

Available

Third-party software support

-

-

Configuration guidance and troubleshooting assistance

Configuration guidance and troubleshooting assistance

Architecture support

Online courses on HUAWEI CLOUD architecture design

Online courses on HUAWEI CLOUD architecture design

Online courses on HUAWEI CLOUD architecture design

Online courses on HUAWEI CLOUD architecture design

Launch support

-

-

-

Cloud infrastructure assurance (limited)

Availability check

-

-

-

Analysis of the resource distribution of cloud services, identification of threats to high availability (HA), best practices for cloud service deployment, and usage restrictions on cloud services, and optimization suggestions (limited)

Resource monitoring and optimization

-

-

-

Checks on the alarms, loads, and health status of cloud resources, analysis of service scenarios and historical faults based on monitoring results, and optimization suggestions based on HUAWEI CLOUD O&M best practices (limited)

Proactive guidance

-

-

-

Designated TAM

Operations support

-

-

-

Monthly reports on the cloud resource running status and service support as well as optimization suggestions provided by the TAM