Launch Support
In major events, such as product release, business promotion, holiday peak hours, data migration, and application upgrade, HUAWEI CLOUD provides capacity confirmation before the event and 24/7 dedicated background inspection and quick response during the event to ensure that the customer's event runs smoothly.
The main contents of the assurance service are as follows:
- Before the event, the service analyzes the event characteristics and predicts capacity requirements, to prepare sufficient background resources for stable operation of the cloud platform.
- During the event, the assurance team performs 24/7 background inspection. The designated TAM, and WAR Room expert are ready to preferentially handle technical emergencies within less than 15 minutes.
| Support Plans Level | Service Quota |
|---|---|
| Enterprise | Annual subscriptions or monthly subscriptions maintained for one year include 3 calendar days of on-duty support per year; monthly subscriptions maintained for 6 months include 1 calendar day of support. Examples: Annual subscription: Orders placed on January 1, 2026 receive 3 calendar days of on-duty support starting January 1, 2026, valid through December 31, 2026. Monthly subscriptions maintained over time: For orders placed on January 1, 2026 and renewed each month, 1 calendar day of on-duty support will be credited after the June 1, 2026 renewal, and an additional 2 calendar days will be credited after the December 1, 2026 renewal. Each released benefit remains valid for 12 months during the active Support Plans period, expiring on December 1, 2027. |
Annual purchase or continuous purchase of a certain duration of the Enterprise Support Plan is required to enjoy the limited-day Cloud Protection Escort Service (Basic Version). For longer-term in-depth escort services, please purchase the Cloud Protection Escort Service (Standard Version). The Standard Version is suitable for customers with high business concurrency or complex business scenarios during launches or events, and those with high requirements for business protection quality. To ensure adequate preparation before the event, it is recommended that customers apply for the Cloud Protection Escort Service (Basic Version) at least 10 working days in advance.
- Once a customer applies for the Cloud Protection Escort Service (Basic Edition) value-added service, they will not be able to unsubscribe or downgrade the current support plan order.
- If the subscription is discontinued or expires, all benefits are forfeited. Benefits can be split in minimum increments of 1 calendar day and are non-cumulative.
