Service Level Comparison
Customers can choose to subscribe to the following Alibaba Cloud After-Sales Support plans: Basic, Developer, Business, and Enterprise.
|Self Support||Email Subscription|
|FAQ and Document|
|Technical Support||Case Severity/Response Time||General question < 36 h (3 Tickets/Quarter)||Minor impact < 8 hGeneral question < 36 h||Business critical < 15 m (4 tickets/month)Production system down < 40 m Moderate impact < 4 hMinor impact < 8 hGeneral question < 36 h||Business critical < 15 mProduction system down < 40 mModerate impact < 4 hMinor impact < 8 hGeneral question < 36 h|
|Service Availability||Local Business Hour 8am-5pm||Local Business Hour 8am-5pm||24x7 Availability||24x7 Availability|
|Approaches||Ticket||Ticket||Ticket||Ticket, IM & Phone|
|Case Handling||Case Handler||Technical Customer Service Associate||Technical Customer Service Engineer||Cloud Support Engineer||Cloud Support Expert|
|Premium Support||Technical Account Manager|
|Business Account Manager|
|Infrastructure Event Management||Limited|
|Third-party Software Support|
|Training and Certification||Limited|
Billing for all support plans is based on a per account/month basis.
$19.99 will be deducted from your account immediately after purchasing the Developer support plan. You can choose whether to make an automatic renewal.
Starting at $70
Pricing is based on monthly usage10% of the usage for the first $0–$700+7% of the usage from $700–$5,600+5% of the usage from $5,600–$17,500+3% of the usage over $17,500
Frequently Asked Questions
- What Support tiers does Alibaba Cloud offer and how do they differ?
- What kinds of issues are supported?
- How quickly will I receive feedback? And how fast will my problem be resolved?
- How do I receive support from Alibaba Cloud?
- How will I be charged and billed for Alibaba Cloud Support?
- Can I cancel my Alibaba Cloud Support subscription later?
If you encounter any problems using Alibaba Cloud products or services please get in touch with our support team via the contact details listed below.