Support channels
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For questions about Alibaba Cloud products and services, use the following channels:
- You can solve problems yourself using Intelligent Advisor. On any page of the Alibaba Cloud website, select on the right to open Intelligent Advisor.
- You can search for answers in Help and Documentation.
- You can ask questions in the Community Q&A.
- If the preceding channels do not resolve your issue, you can submit a ticket online.
- In an emergency, call the hotline at 400-801-3260.
- For product suggestions or feedback about your user experience, you can submit your feedback on the Feedback Platform. We will respond promptly.
Enterprise-specific support
In addition to basic support, enterprise customers with complex systems can select a suitable support plan to obtain dedicated support. This support includes an IM enterprise group, a Technical Account Manager (TAM), and a service manager.
- Business: 24/7 business-level ticket service with a 40-minute response time. Includes self-service documentation and community support.
- Enterprise Standard: 24/7 enterprise-level ticket service, 24/7 IM enterprise group support, and service manager support.
- Enterprise Premium: 24/7 enterprise-level ticket service, 24/7 IM enterprise group support, service manager support, and technical manager support.
For more information, see the After-sales Service Support Plan Statement of Work.
Expert support
Expert service provides full-lifecycle professional services to meet your needs in various scenarios. These services range from consultation to implementation and from cloud migration to operational support. They include the following:
- Consultation and design: Provides solutions for migration, development, or optimization based on Alibaba Cloud product features and best practices. These solutions address requirements for system assessment, planning, development, migration, and optimization.
- Migration and deployment: Assists with platform development or migration based on Alibaba Cloud product features and best practices. This service is for customers who need to build a system platform on Alibaba Cloud or migrate an existing platform to the cloud.
- Operations and management (O&M): Provides O&M services for various cloud products to ensure stable and efficient system operation and to handle business peaks. These services include architecture checks and operational support.
- Optimization and improvement: Guides or assists with implementing solutions to optimize, transform, or upgrade application system architectures and databases. An Alibaba Cloud expert team is available to meet your needs.
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