Service Category

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Terakhir diperbarui: 2025-08-05 15:57:36

The Support Plan is divided into four levels as follows, with the Basic level being provided for free by default, and the other three levels being paid packages. For specific details about the service catalog, please refer to "Tencent Cloud Support Plans."
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Tencent Cloud Support Plans
Category
Catalog
Basic (Free)
Developer
Business
Enterprise
Standard Services
Self-Support
FAQs and documentation, message subscription, APIs and SDKs, etc.
FAQs and documentation, message subscription, APIs and SDKs, etc.
FAQs and documentation, message subscription, APIs and SDKs, etc.
FAQs and documentation, message subscription, APIs and SDKs, etc.
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Technical Support
Ticket (24/7)
Phone (24/7)
Ticket (24/7)
Phone (24/7)
Ticket (24/7)
Phone (24/7)
Ticket (24/7)
IM Group Chat (24/7)
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Case Severity/ Response Time
General issues < 16 hours
General issues < 16 hours
System impaired < 8 hours
General issues < 16 hours  
System impaired < 8 hours  Production system impacted 
< 30 minutes
General issues < 8 hours  
System impaired < 4 hours  
Production system impacted < 20 minutes  
Business critical < 15 minutes
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Case Handling Personnel
Customer Service Associates
Customer Service Associates
Cloud Support Engineers
Cloud Support Experts
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Technical Account Manager
×
×
×
Designated Technical Account Manager
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Third-Party Software Support
×
✓
✓
✓
Advanced Services
Infrastructure Event Management (IEM)
×
×
×
✓
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Tencent Cloud Smart Advisor (TSA) - Cloud Risk Assessment
×
✓
✓
✓
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Tencent Cloud Smart Advisor (TSA) -Chaotic Fault Generator
×
×
✓
✓
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Communication & Training
×
×
×
✓
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Service Report
×
×
×
✓
Expert Services
Architecture Optimization
×
×
×
✓
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High-Availability Optimization
×
×
×
✓
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Stability Optimization
×
×
×
✓
Note:
24/7: Service is available around the clock throughout the year.
Except for customers on the Enterprise support plan, Tencent Cloud offers support exclusively in Chinese (Mandarin) and English.
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Service Plan

Service Category

Bantuan dan Dukungan

Category	Catalog	Basic (Free)	Developer	Business	Enterprise
Standard Services	Self-Support	FAQs and documentation, message subscription, APIs and SDKs, etc.	FAQs and documentation, message subscription, APIs and SDKs, etc.	FAQs and documentation, message subscription, APIs and SDKs, etc.	FAQs and documentation, message subscription, APIs and SDKs, etc.
		Technical Support	Ticket (24/7)	Phone (24/7) Ticket (24/7)	Phone (24/7) Ticket (24/7)	Phone (24/7) Ticket (24/7) IM Group Chat (24/7)
		Case Severity/ Response Time	General issues < 16 hours	General issues < 16 hours System impaired < 8 hours	General issues < 16 hours System impaired < 8 hours Production system impacted < 30 minutes	General issues < 8 hours System impaired < 4 hours Production system impacted < 20 minutes Business critical < 15 minutes
		Case Handling Personnel	Customer Service Associates	Customer Service Associates	Cloud Support Engineers	Cloud Support Experts
		Technical Account Manager	×	×	×	Designated Technical Account Manager
		Third-Party Software Support	×	✓	✓	✓
Advanced Services	Infrastructure Event Management (IEM)	×	×	×	✓
		Tencent Cloud Smart Advisor (TSA) - Cloud Risk Assessment	×	✓	✓	✓
		Tencent Cloud Smart Advisor (TSA) -Chaotic Fault Generator	×	×	✓	✓
		Communication & Training	×	×	×	✓
		Service Report	×	×	×	✓
Expert Services	Architecture Optimization	×	×	×	✓
		High-Availability Optimization	×	×	×	✓
		Stability Optimization	×	×	×	✓