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Auto Scaling
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Dedicated Host
FunctionGraph
Cloud Phone Host
Huawei Cloud EulerOS
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Elastic Load Balance
NAT Gateway
Direct Connect
Virtual Private Network
VPC Endpoint
Cloud Connect
Enterprise Router
Enterprise Switch
Global Accelerator
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Cloud Eye
Identity and Access Management
Cloud Trace Service
Resource Formation Service
Tag Management Service
Log Tank Service
Config
OneAccess
Resource Access Manager
Simple Message Notification
Application Performance Management
Application Operations Management
Organizations
Optimization Advisor
IAM Identity Center
Cloud Operations Center
Resource Governance Center
Migration
Server Migration Service
Object Storage Migration Service
Cloud Data Migration
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Cloud Ecosystem
KooGallery
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MapReduce Service
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CloudTable Service
Cloud Search Service
Data Lake Visualization
Data Ingestion Service
GaussDB(DWS)
DataArts Studio
Data Lake Factory
DataArts Lake Formation
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IoT Device Access
Others
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Common FAQs
Instructions for Associating with a HUAWEI CLOUD Partner
Message Center
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Security Technologies and Applications
Web Application Firewall
Host Security Service
Cloud Firewall
SecMaster
Anti-DDoS Service
Data Encryption Workshop
Database Security Service
Cloud Bastion Host
Data Security Center
Cloud Certificate Manager
Edge Security
Situation Awareness
Managed Threat Detection
Blockchain
Blockchain Service
Web3 Node Engine Service
Media Services
Media Processing Center
Video On Demand
Live
SparkRTC
MetaStudio
Storage
Object Storage Service
Elastic Volume Service
Cloud Backup and Recovery
Storage Disaster Recovery Service
Scalable File Service Turbo
Scalable File Service
Volume Backup Service
Cloud Server Backup Service
Data Express Service
Dedicated Distributed Storage Service
Containers
Cloud Container Engine
SoftWare Repository for Container
Application Service Mesh
Ubiquitous Cloud Native Service
Cloud Container Instance
Databases
Relational Database Service
Document Database Service
Data Admin Service
Data Replication Service
GeminiDB
GaussDB
Distributed Database Middleware
Database and Application Migration UGO
TaurusDB
Middleware
Distributed Cache Service
API Gateway
Distributed Message Service for Kafka
Distributed Message Service for RabbitMQ
Distributed Message Service for RocketMQ
Cloud Service Engine
Multi-Site High Availability Service
EventGrid
Dedicated Cloud
Dedicated Computing Cluster
Business Applications
Workspace
ROMA Connect
Message & SMS
Domain Name Service
Edge Data Center Management
Meeting
AI
Face Recognition Service
Graph Engine Service
Content Moderation
Image Recognition
Optical Character Recognition
ModelArts
ImageSearch
Conversational Bot Service
Speech Interaction Service
Huawei HiLens
Video Intelligent Analysis Service
Developer Tools
SDK Developer Guide
API Request Signing Guide
Terraform
Koo Command Line Interface
Content Delivery & Edge Computing
Content Delivery Network
Intelligent EdgeFabric
CloudPond
Intelligent EdgeCloud
Solutions
SAP Cloud
High Performance Computing
Developer Services
ServiceStage
CodeArts
CodeArts PerfTest
CodeArts Req
CodeArts Pipeline
CodeArts Build
CodeArts Deploy
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CodeArts TestPlan
CodeArts Check
CodeArts Repo
Cloud Application Engine
MacroVerse aPaaS
KooMessage
KooPhone
KooDrive
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Service Catalog

Updated on 2022-09-27 GMT+08:00
Table 1 Supported Services

Item

Basic

Developer

Business

Enterprise

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

Training

Online courses

Online courses

Online courses

Online courses

NOTE:
  • 24/7: 24 hours every day all year round
  • Business hours: 9:00 a.m. to 6:00 p.m. (your local time), excluding holidays and weekends.
  • The following services in the Enterprise support plan are not available in the EU-Paris and EU-Amsterdam-OP1 regions: best practices, launch support, availability checks, resource monitoring and optimization, operations support, and notifications.

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