Alibaba Cloud After-Sales Support

Alibaba Cloud offers highly flexible support services tailored to meet your exact needs.

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Basic

Ideal for customers looking to get a taste of Alibaba Cloud services.
For all customers already registered on Alibaba Cloud
Trial versions of some technical support and ticket handling services, free of charge.

Get It Free

Developer

Designed for individual developers
Provides Alibaba Cloud technical resources
Dedicated to help make work more efficient

Purchase Now

Business

Perfect for small-scale businesses
Meets demands for service quality and professional guidance
Safeguards the security and continuity of business production

Contact Us

Enterprise

Tailored for enterprises with large workloads, complex applications, and low tolerance for errors
Provides dedicated technical service managers to enable quicker responses for severe cases
Ensures secure and stable cloud business operations

Contact Us

Service Level Comparison

Customers can choose to subscribe to the following Alibaba Cloud After-Sales Support plans: Basic, Developer, Business, and Enterprise.

`

Plan		Basic	Developer	Business	Enterprise
Self Support	Email Subscription
	Forum
	FAQ and Document
Technical Support	Case Severity/Response Time	General questions < 18 h (6 Tickets/Quarter)	Minor impact < 8 h General question < 18 h	Business critical < 15 m (4 tickets/month) Production system down < 40 m Moderate impact < 4 h Minor impact < 8 h General question < 18 h	Business critical < 15 m Production system down < 40 m Moderate impact < 4 h Minor impact < 8 h General question < 18 h
	Service Availability	24x7 Availability	24x7 Availability	24x7 Availability	24x7 Availability
	Approaches	Ticket	Ticket	Ticket	Ticket & IM
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
	Architecture Support				Limited

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Pricing Information

Billing for all support plans is based on a per account/month basis.

Basic

Included

Pricing Details:

Included with all Alibaba Cloud services.

Get It Free

Developer

^$19.99

$19.99 will be deducted from your account immediately after purchasing the Developer support plan. You can choose whether to make an automatic renewal.

Purchase Now

Business

_{Starting at} ^$100

Business support plan charges will be assessed based on your usage of cloud products. You can choose whether to make an automatic renewal.

Contact Us

Enterprise

_{Starting at} ^$8000

Enterprise support plan charges will be assessed based on your usage of cloud products. Please consult your business manager for details.

Contact Us

Frequently Asked Questions

FAQ

Learn More

Contact Us

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.

Alibaba Cloud Online Support: Contact us
Account login issues: Contact us
For a wide range of useful information related to Alibaba Cloud products and services, please see our Document Center.

Alibaba Cloud After-Sales Support

Alibaba Cloud offers highly flexible support services tailored to meet your exact needs.

Basic

Developer

Business

Enterprise

Service Level Comparison

Pricing Information

Basic

Developer

Business

Enterprise

Frequently Asked Questions

FAQ

Contact Us

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