Partner Support Plan

The Alibaba Cloud Partner Support Plan aims to provide a service escalation path and one-stop systematic support for partner customers. This will solve problems that partner customers and their sub-customers encounter when using Alibaba Cloud resources and increase partner customers’ resale capabilities.

Main Advantages
Smooth Service Channel
Provide ticket, IM group as service escalation path for customer, shape a smooth escalation path for critical issue resolving.
Highly Professional
Alibaba Cloud engineers provide firsthand technical service support to swiftly and efficiently locate and solve customer problems.
Multiple Support Plan
Provide a variety of support plans to help partners choose different service packages based on their needs
Exclusive Escalation Service
Provide exclusive service manager for Elite and Strategic plans and professional optimization suggestions on cloud product architechture
Support Plans
Selected Partner Support Plan
Technical Support : 10 technical tickets per month with a response time of 15 minutes or less to quickly solve customers' issues
$ 800 .00 /Month
Premier Partner Support Plan
Technical Support: 20 technical tickets per month with a repsonse time of 15 minutes or less to quickly solve customers' issues
$ 1500 .00 /Month
Elite Partner Support Plan
Technical Support: 30 technical tickets per month with a repsonse time of 15 minutes or less to quickly solve customers' issues
Exclusive Service Manager: Emergency problem acceleration and active service
Exclusive Service: 45 minutes of cloud product architecture consulting or training services every quarter
Exclusive Report: Summary reports on cloud product usage and service
$ 3000 .00 /Month
Strategic Partner Support Plan
Multi-Channel Efficient Response: Unlimited number of technical tickets and IM group support with exclusive technical service managers for faster response times
Critical Time Guarantee: 3 days of key guarantees every year to ensure service during major events
Exclusive Service: 45 minutes of cloud product architecture consulting or training services every quarter
Exclusive Report: Summary reports on cloud product usage and service
$ 20000 .00 /Month
Selected Partner Support Plan
Technical Support : 10 technical tickets per month with a response time of 15 minutes or less to quickly solve customers' issues
$ 800 .00 /Month
Premier Partner Support Plan
Technical Support: 20 technical tickets per month with a repsonse time of 15 minutes or less to quickly solve customers' issues
$ 1500 .00 /Month
Elite Partner Support Plan
Technical Support: 30 technical tickets per month with a repsonse time of 15 minutes or less to quickly solve customers' issues
Exclusive Service Manager: Emergency problem acceleration and active service
Exclusive Service: 45 minutes of cloud product architecture consulting or training services every quarter
Exclusive Report: Summary reports on cloud product usage and service
$ 3000 .00 /Month
Strategic Partner Support Plan
Multi-Channel Efficient Response: Unlimited number of technical tickets and IM group support with exclusive technical service managers for faster response times
Critical Time Guarantee: 3 days of key guarantees every year to ensure service during major events
Exclusive Service: 45 minutes of cloud product architecture consulting or training services every quarter
Exclusive Report: Summary reports on cloud product usage and service
$ 20000 .00 /Month
Service Content
Note: The ticket needs to be submitted by the Alibaba Cloud Partner
Technical Support Ticket Package
Technical Support Ticket Package
Technical ticket packages can be purchased separately or multiple times based on other support plans
Technical Support
Each Ticket Package contains 10 technical tickets with a validity of one year
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
$ 800 .00 /month 10 times
Valid for one year
Technical Support Ticket Package
Technical ticket packages can be purchased separately or multiple times based on other support plans
Technical Support
Each Ticket Package contains 10 technical tickets with a validity of one year
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
$ 800 .00 /month 10 times
Valid for one year