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Alibaba Cloud After-Sales Support

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

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 question < 36 h
(3 Tickets/Quarter)
Minor impact < 8 h
General questions < 36 h
Business critical < 15 m
(4 tickets/month)
Production system down < 40 m
Moderate impact < 4 h
Minor impact < 8 h
General question < 36 h
Business critical < 15 m
Production system down < 40 m
Moderate impact < 4 h
Minor impact < 8 h
General questions < 36 h
Service Availability Local Business Hour 8am-5pm Local Business Hour 8am-5pm 24/7 Availability 24/7 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
Architecture Support Limited