Which Support tiers does Alibaba Cloud offer and how are they different?

Last Updated: Jul 13, 2016

Alibaba Cloud offers highly flexible support services for customers. Customers could subscribe to Alibaba Cloud Support at the Basic, Developer, Business, or Enterprise level depending on their desired support level.

The detailed support plans are listed as follows:

 

 

Basic

Developer

Business

Enterprise

Self Support

Email Subscription

Forum

FAQ and Document

Technical Support

Technical Support

3 tickets/Q

Response Time

<36 hours

<8 hours

<40 minutes

<15 minutes

Service Availability

Local Business Hour  5x8

Local Business Hour 5x8

7x24

7x24

Approaches

Ticket

Ticket

Ticket

Ticket, IM & Phone

Service Unavailability Support

Service Unavailability

Support

x

x

4 tickets/Month

Unlimited

Support Availability

x

x

7x24

7x24

Response Time

x

x

<15minutes

<15minutes

Case Handling

Case Handler

Technical Customer Service Associate

Technical Customer Service Engineer

Cloud Support Engineer

Cloud Support

Expert

Premium Support

Technical Account Manager

x

x

x

Business Account Manager

x

x

x

Infrastructure Event Management

x

x

x

Limited

Third-party Software Support

x

x

Training and Certification

x

x

x

Limited

Architecture Support

x

x

x

Limited

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