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 support via service tickets

24/7 support via service tickets and callbacks

24/7 support via service tickets, callbacks, and IM groups

24/7 support via service tickets, callbacks, TAMs, and IM groups

Technical Support

Business hours*: support via service tickets

24/7 support via service tickets and callbacks

24/7 support via service tickets, callbacks, and IM groups

24/7 support via service tickets, callbacks, TAMs, and IM groups

Who Can Submit Service Tickets

Unlimited issues/unlimited contacts

Unlimited issues/unlimited contacts

Unlimited issues/unlimited contacts

Unlimited issues/unlimited contacts

Issue Severity and Response Time

General guidance: < 24 business hours

System impaired: < 12 business hours

General guidance: < 24 hours

System impaired: < 12 hours

Production system impaired: < 4 hours

Production system unavailable: < 1 hour

General guidance: < 20 hours

System impaired: < 10 hours

Production system impaired: < 4 hours

Production system unavailable: < 45 minutes

Core system unavailable: < 30 minutes

General guidance: < 16 hours

System impaired: < 8 hours

Production system impaired: < 3 hours

Production system unavailable: < 30 minutes

Core system unavailable: < 15 minutes

Service Ticket Handler

Technical engineers

Technical experts

Technical experts

Senior technical experts

Best Practices

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-

-

Review suggestions offered by TAMs based on best practices

Notifications

Message Center and email

Message Center and email

Message Center and email

Message Center, email, and phone

Service Ticket Management APIs

-

Available

Available

Available

Third-Party Software Support

-

Configuration guidance and troubleshooting assistance

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

Key Event On-Duty Service (Basic Edition)

-

-

-

Key Event On-Duty Service (limited)

Availability Check

-

-

-

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

Resource Monitoring and Optimization

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-

-

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

Proactive Guidance

-

-

-

Designated TAMs

Monthly Service Reports

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-

-

Monthly service reports on the cloud resource running status and service support as well as optimization recommendations

Enterprise Bill Consulting

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-

Quick answers to questions related to expenditures, anomalies, invoicing and payment support, and dispute refunds from bill optimization experts

Quick answers to questions related to expenditures, anomalies, invoicing and payment support, and dispute refunds from bill optimization experts

Enterprise Care Plan

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-

For industry emergencies that are sensitive to customer business (such as security vulnerabilities, viruses, backbone network failures, etc.) or Huawei Cloud change events, proactively assist customers in formulating response plans.

For industry emergencies that are sensitive to customer business (such as security vulnerabilities, viruses, backbone network failures, etc.) or Huawei Cloud change events, proactively assist customers in formulating response plans.

Optimization Advisor (OA)

Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture

Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture, and optimize capacity and costs

Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture, and optimize capacity and costs

Using OA for free to quickly identify and rectify potential risks in the cloud resource deployment architecture, and optimize capacity and costs

Training

Online courses

Online courses

Online courses

Online courses