Basic Support Plan Helps You easily get Started on Alibaba Cloud

0.0.201

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Basic Support Plan
Developer Support Plan
Business Support Plan
Enterprise Support Plan

Basic Support Plan

The basic support plan is available free-of-charge to all users who have registered for an official Alibaba Cloud account. The plan covers a variety of service channels and content for you to easily get started on Alibaba Cloud, such as trial versions of support services, e-mail newsletters, product documentation and developer forums among other resources.

Compare Support Plans Register Now

Service Details

Technical Support

24x7 availability
Ticket support

24/7 availability
Ticket support
Case Severity/Response Time

General questions (6 tickets/quarter) < 18 hours

General question< 18 hours(3 Tickets/Quarter)
Case Handling

Technical Customer Service Associates are on hand to ensure problems are solved effectively

Customer service professionals are on hand to ensures problems are solved effectively

Documentation

All documentation and knowledge assets are available free of charge and at any time.

Email Subscription

Alibaba Cloud service newsletters are automatically delivered to your registration e-mail address after you subscribe to the basic package. You can unsubscribe to the newsletters at any time.

Open Forum

Open technical discussion sessions are hosted on the forum to answer all your questions about cloud computing.

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Pricing: Included with all Alibaba Cloud services. Please see Pricing Guidelines for more information. Compare Plans

Developer Support Plan

The developer plan provides the following service channels and content for cloud product users to solve problems that arise during tests, or for early stages of development on Alibaba Cloud. With the Developer Support Plan, Alibaba Cloud experienced technical support engineers are on hand to provide you with professional technical guidance and high-level support for those urgent issues.

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Service Details

Technical Support

24x7 availability
Ticket support

Local business hour 8am-5pm, ticket support
Case Severity/Response Time

Minor impact <8 hours
General question < 18 hours

Minor impact <8 hours, General question < 36 hours
Case Handling

Technical Customer Service Engineers are on hand to ensure problems are solved effectively

Technical customer service engineer ensures customer problems solved effectively

Documentation

All documentation and knowledge assets are available free of charge and at any time.

Architecture Support

General guides on various services targeting a variety of scenarios.

Senior Technicians

Guidance services offered by professional Alibaba Cloud senior technicians

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Pricing: Starting at $19.99 per month. Please see Pricing Guidelines for more information. Purchase Now

Business Support Plan

This plan further expands existing service channels with after-sales engineers on standby 24/7 to provide responsive support tailored to your production and load situations on Alibaba Cloud helping to guarantee the stable operation of your cloud.

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Service Details

Technical Support

24/7 availability
Ticket support

24/7 availability, ticket support
Case Severity/Response Time

Business critical (4 tickets/month) <15 minutes
Production system down <40 minutes
Moderate impact <4 hours
Minor impact <8 hours
General question <18 hours

Business critical (4 tickets/month) <15 minutes, Production system down <40 minutes, Moderate impact <4 hours, Minor impact <8 hours, General question <36 hours
Case Handling

Cloud Support Engineers are on hand to ensure customer problems are solved effectively

Cloud support engineer ensures customer problems solved effectively

Documentation

All documentation and knowledge assets are available free of charge and at any time.

API and SDK Support

SDKs, product OpenAPIs, as well as CLI tools and OpenAPI online debugging tools that may be used by developers when using Alibaba Cloud products.

Third-party Software Support

Support and advice for installing, configuring, and troubleshooting third-party software on Alibaba Cloud ECS servers or in Alibaba Cloud operating systems.

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Starting at $100. Business support plan charges will be assessed based on your monthly usage of cloud products. Contact Us

Enterprise Support Plan

This plan provides tailored service channels and dedicated technical service managers to enable quicker responses for severe cases, ensuring secure and stable cloud business operations. Dedicated technical service managers guide you with the best practices for planning and developing solutions to ensure normal operations of the cloud product environment.

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Service Details

Technical Support

24/7 availability
Ticket, IM & phone support

24/7 availability, ticket, IM & phone support
Case Severity/Response Time

Business critical <15 minutes
Production system down <40 minutes
Moderate impact <4 hours
Minor impact <8 hours
General question <18 hours

Business critical <15 minutes, Production system down <40 minutes, Moderate impact <4 hours, Minor impact <8 hours, General question <36 hours
Case Handling

Cloud Support Experts are on hand to ensure customer problems are solved effectively

Cloud support expert ensures customer problems solved effectively

Technical Support

Guidance services offered by dedicated service managers and dedicated technical managers.

Cloud Product Architecture Consulting

Helps you learn Alibaba Cloud product features, and design cloud-oriented software architecture and system architecture based on your business characteristics. Improve your IT architecture governance levels through smarter architecture designs to meet elasticity, availability, and performance requirements.

Expert Support for On-cloud Systems

Alibaba Cloud’s team of experts provide 24/7 remote technical support to safeguard your on-cloud businesses.

Starting at $8000. Enterprise support plan charges will be assessed based on your monthly usage of cloud products. Please consult your business manager for details. Contact Us

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Customer Voice

From the very beginning of the cooperation, Alibaba Cloud has demonstrated strong execution skills and professionalism.

IHG

Usage Services： Enterprise After-Sales Support Plan
Cloud Migration Service, Cloud Strategy Consulting Service

Learn More

Alibaba Cloud come not just as a provider but a partner to understand and learn about our business.

AirAsia

Usage Services： Enterprise After-Sales Support Plan
Managed Services, DevOps Consulting Service

Learn More

Alibaba Cloud helped us migrate platform smoothly, support us day and night.

IFG

Usage Services： Enterprise After-Sales Support Plan

Learn More

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After-Sales Support Plan

A variety of after-sales support plans dedicated to providing you with comprehensive service support

Basic Support Plan

Service Details

Technical Support

Case Severity/Response Time

Case Handling

Documentation

Email Subscription

Open Forum

Developer Support Plan

Service Details

Technical Support

Case Severity/Response Time

Case Handling

Documentation

Architecture Support

Senior Technicians

Business Support Plan

Service Details

Technical Support

Case Severity/Response Time

Case Handling

Documentation

API and SDK Support

Third-party Software Support

Enterprise Support Plan

Service Details

Technical Support

Case Severity/Response Time

Case Handling

Technical Support

Cloud Product Architecture Consulting

Expert Support for On-cloud Systems

Customer Voice

A Free Trial That Lets You Build Big!

Sales Support

Technical Support

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