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Alibaba Cloud After-Sales Support

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

Select a Plan

Alibaba Cloud After-Sales Support Plans

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

Detailed support plans are listed as follows:
Basic Developer Business Enterprise
Self Support Email Subscription
Forum
FAQ and Document
Technical Support Case Severity/Response Time General question(3 Tickets/Quarter)
< 36 hours
General question <36 hours
Minor impact <8 hours
General question <36 hours
Minor impact <8 hours
Moderate impact <4 hours
Production system down <40 minutes
Business critical (4 Tickets/Month)
<15 minutes
General question <36 hours
Minor impact <8 hours
Moderate impact <4 hours
Production system down <40 minutes
Business critical <15 minutes
Service Availability Local Business Hour 8/5 Local Business Hour 8/5 24/7 24/7
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

Pricing Information

Billing for all support plans is based on a per account/month basis. Please see Alibaba Cloud After-Sales Support for more pricing information.

Basic

Included
Pricing Guidelines:

Included with all Alibaba Cloud services.

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Developer

Starting at $19.99
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Pricing Guidelines:

$19.99 will be deducted from your account immediately after purchasing the Developer support plan.

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Business

Starting at $70
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Pricing Guidelines:

10% of monthly usage for $0–$700
7% of monthly usage for $700–$5.6k
5% of monthly usage for $5.6k–$17.5k
3% of monthly usage for over $17.5k

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Enterprise

Starting at $8,000
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Pricing Guidelines:

10% of monthly usage for $0–$80k
7% of monthly usage for $80k–$260k
5% of monthly usage for $260k–$500k
3% of monthly usage for over $500k

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Critical Ticket

$39/2
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Pricing Guidelines:

You may purchase two ticket quotas with $39. Quotas are valid for five years.

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Hear What Our Customers are Saying

customer Bankware Globa

Thanks to the Alibaba Cloud Support team we can focus on our core competencies. As a result, we can better meet the development requirements needed for critical new business tasks. The Alibaba Cloud After Sales Support team are highly reliable at responding to our inquiries via email or telephone, as well as professional manner and highly knowledgeable.

customer Mudoh Cloud Limited

Alibaba Cloud always respond to our service requests promptly, and resolve issues within a manageable timeframe. This reliable support reduces our development lead-in time, and accelerates the launch of our cloud services to market.

customer IMPERIUM FINANCIAL GROUP

As a financial institution, providing customers with stable service is our primary task. Alibaba Cloud enterprise services helped us migrate our platform smoothly, and supported us day and night. At the same time, Alibaba Cloud helped us to understand and take advantage the full functionality of their platform, helping us with design and planning. We can now provide our customers with a large number of quality products. Alibaba Cloud enterprise services was extremely helpful!

Help & Contact Us

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: support_intl@aliyun.com
  • For a wide range of useful information related to Alibaba Cloud products and services, please see our Document Center.
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