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 question < 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 question < 36 h
Service Availability Local Business Hour 8am-5pm Local Business Hour 8am-5pm 24x7 Availability 24x7 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

Customer Voice

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

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

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

Frequently Asked Questions

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
  • If you have further questions or requests regarding Alibaba Cloud Support, please email us at: help@alibabacloud.com
  • For a wide range of useful information related to Alibaba Cloud products and services, please see our Document Center.