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Service Overview
- What Are Support Plans?
- Specifications
- Service Catalog
- Service Scope
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Service Content
- Self Service
- Non-Technical Support
- Technical Support
- Case Severity and Response Time
- Best Practices
- Notifications
- Service Ticket Management APIs
- Third-Party Software Support
- Architecture Support
- Launch Support
- Availability Check
- Resource Monitoring and Optimization
- Proactive Guidance
- Operations Support
- Training
- Support Channels
- Billing
- Change History
- Price Details
- User Guide
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FAQs
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General
- Can multiple cloud accounts share one support plan?
- What Does a Support Plan Provide?
- How Do I Submit a Problem?
- How Long Does It Take to Get a Response?
- How Long Does It Take to Solve My Problem?
- What Languages Are Supported for the Support Plan?
- Which Regions Are Support Plans Available In?
- Can I Obtain Professional Services Such As Cloud Migration Free of Charge After Purchasing an Enterprise Support Plan?
- Billing
- Change History
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General
- General Reference
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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 IM assurance group, designated TAM, and WAR Room expert are ready to preferentially handle technical emergencies within less than 15 minutes.
To ensure adequate preparation before the event, you are advised to submit a launch support application 10 working days in advance. The Enterprise support plan includes up to three natural days of launch support each natural year. For support lasting accumulatively more than three days or beyond the preceding support scope, you need to purchase the Cloud Event Management service.
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