SLA

Updated on 2022-11-22 GMT+08:00

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HUAWEI CLOUD technical support engineers determine the priorities of cases submitted by partners based on the case severity and quickly respond to critical problems.

**Table 1** Case response time
Basic	Standard	Premier
Request accepted within 1 working day	Production system unavailable: < 30 minutes Production system exceptions: < 3 hours System exceptions: < 8 hours General guidance: < 16 hours	Core production system unavailable: < 15 minutes Production system unavailable: < 30 minutes Production system exceptions: < 3 hours System exceptions: < 8 hours General guidance: < 16 hours

Table 2 describes the severities of cases.

**Table 2** Case severities
Case Severity	Description
Core production system unavailable	A critical fault, such as service breakdown, occurs in a core production system (different from a common production system) of a customer and urgently needs to be rectified by HUAWEI CLOUD.
Production system unavailable	A critical fault, such as service breakdown, occurs in a common production system (different from a non-production system such as test environment) of a customer and needs to be preferentially rectified by HUAWEI CLOUD.
Production system exception	A service exception occurs in a customer's service production system (different from a non-production system such as test environment), but the system still can provide a part of the functionality. The exception needs to be rectified by HUAWEI CLOUD as soon as possible.
System exception	A service exception occurs in a customer's service production system, but the system still can provide a part of the functionality. The exception needs to be rectified by HUAWEI CLOUD.
General guidance	Fault-unrelated support is requested, for example, technical guidance from HUAWEI CLOUD technical service personnel. Such support usually does not require quick response.

NOTE:

To ensure quick response to urgent problems, partners need to objectively evaluate the problem severity. We strongly recommend that the highest severity be limited to cases that cannot be resolved or directly affect production applications. It must be planned to avoid a high severity being allocated to a general guidance request. For issues with a wrong severity specified, HUAWEI CLOUD does not guarantee the response time required for the specified severity.

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