| Service in Language：English、Chinese | V | V | V | V |
| Documentation, Whitepapers, and Forum | V | V | V | V |
| Case Severity | 6 tickets/ every Quarter | V | Business critical / 4 tickets/month | V |
| Case Severity/Response Time | General questions <18 hours | - Minor impact <8 hours
- questions <18 hours
| - Business critical <15 minutes
- Production system down <40 minutes
- High impact <4 hours
- Minor impact <8 hours
- General questions <18 hours
| - Business critical <15 minutes
- Production system down <40 minutes
- High impact <4 hours
- Minor impact <8 hours
- General questions <18 hours
|
| Service Availability | 7X24 | 7X24 | 7X24 | 7X24 |
| Case Handler | Ticket Technical Customer Service Associate | Ticket Technical Customer Service Engineer | Ticket Cloud Support Engineer | Ticket/IM Cloud Support Expert |
| Support Ticket track and update | V | V | V | V |
| Troubleshooting | | V | V | V |
| Third-party software support | | | V | V |
| Technical Account Manager | | | | V |
| Business Account Manager | | | | V |
| Infrastructure Event Management [1] | | | | V Limited |
| Training and Certification [2] | | | | V Limited |
| Architecture Support [3] | | | | V Limited |
| ECS Automatic Updates/ Backup | | | | V |
| RDS Automatic Updates/ Backup | | | | V |
| Pricing [4] | | See pricing details | See pricing details | See pricing details |