After-Sales Support Plan

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

Basic Support Plan

The basic support plan is available free-of-charge to 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.

Service Details

  • Technical Support

    Local business hours 8am-5pm
    Ticket support

    Local business hours 8am-5pm ticket support

  • Case Severity/Response Time

    General questions (3 tickets/quarter) < 36 hours
    Sep10,2018-Mar31,2019 After-sales support basic plan temporarily upgrade to 6 technical support Tickets/Quarter
    Learn more

    General question< 36 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.

Learn More

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

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.