Service Catalog

**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

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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