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Support Plan

Support Plan is a service that provides technical support, standard architecture provision, and incident response support needed when using Samsung Cloud Platform, which can be received in a step-by-step manner. Since service operating hours, technical support, and incident response service types differ by service tier, users can choose an efficient service tier based on the applicable workload such as testing, regular tasks, or critical tasks.

Notice
Samsung Cloud Platform, through the Support Plan, does its best to respond and take action within the appropriate time after an initial request occurs.

Support Plan Learn about

Samsung Cloud Platform offers Support Plans of Standard, Proserv Plan tiers.

To check the Support Plan you are currently using, follow the steps below.

  1. All Services > Management > Support Center Click the menu. Service Home Navigate to the page.
  2. Click the Support Plan menu on the Service Home page. Navigate to the Support Plan page.
    CategoryDetailed description
    Support Plan Application StatusCurrent application status of Support Plan
    • Active: Normal applied status. No changes scheduled
    • In Progress: Change scheduled status
    Plan ChangeButton to change the applied Support Plan
    Support Plan typeSupport Plan names and descriptions by tier
    • Current Plan: Currently applied Support Plan tier
    • Plan to be changed: Support Plan tier to be applied after plan change
    Table. Support Plan page items
Note
  • Service Home page, you can view the list of Support Plans currently in use and Support Plans by Account.
  • The list of Support Plans per Account can only be viewed in the organization management Account.

Standard Grade

Standard grade is recommended for cases where you need to handle tasks that are experimental or require testing.

CategoryDetailed description
Service TargetRecommended for experiments or testing
Response Time
  • General Inquiry (Priority 4): within 1 business day
Operating Hours9H * 5D Biz Hour
Request / Response MethodOn-line (Console)
Support Services
  • Simple inquiry response
  • Update, patch and EOS (EOL) management and announcement (Console)
  • Technical Knowledge material provision (On-line)
Incident responseReception (action and notification)
feefree
Table. Standard grade service details

Proserv Plan Grade

Proserv Plan grade is the recommended minimum grade when there is a production workload.

CategoryDetailed description
Service TargetRecommended for production workloads
Response Time
  • System Outage (Priority 1): Within 1 hour
  • System Damage (Priority 2): Within 4 hours
  • System Error (Priority 3): Within 1 business day
  • General Inquiry (Priority 4): Within 1 business day
Operating Hours24H * 7D
Request / Response MethodDedicated TAM Assignment (Phone, Email, Online (Console))
Support Services
  • Technology, standard architecture response
  • Update, patch and EOS (EOL) management and announcement (Console)
  • Providing technical knowledge materials (On-line)
Incident Response
  • Samsung Cloud Platform incident handling, analysis support
  • Connection to specialized operations organization and response support
  • Provision of Samsung Cloud Platform incident cause and analysis report (common)
FeeMonthly usage fee per customer * tiered rate (differential) applied
  • 0 ~ 200 million KRW: 10%
  • 200 million ~ 500 million KRW: 7%
  • 500 million ~ 1 billion KRW: 5%
  • Over 1 billion KRW: 3%
Table. Proserv Plan grade service details

Support Plan Change

Depending on the situation, you can apply changes to the Support Plan.

Notice

Support Plan’s application, termination, and changes are applied based on the request, effective from the 1st of each month.

To change the Support Plan you are using, follow the steps below.

  1. All Services > Management > Support Center Click the menu. Service Home Navigate to the page.
  2. Service Home page, click the Support Plan menu. Support Plan page will be opened.
    • My Support Plan widget, by clicking the Plan Upgrade or Plan Change button, you can also go to the Support Plan Change page.
  3. Support Plan on the page Plan Change button click. Support Plan Change to the page navigate.
  4. Support Plan Change page, after selecting the Support Plan to change, click the Plan Change button.
  5. Support Plan when the popup notifying a change request opens, click the Confirm button. Navigate to the Support Plan page.
  6. Verify that the Support Plan application status has changed to In Progress and that the plan to be changed item is displayed for the Support Plan to be changed.
    • Cancel Plan Change If you click the button, the change request is canceled and the current Support Plan continues to be maintained.
Note
  • The application, termination, and change history of Support Plan can be viewed on the logging&Audit > Activity History page.
  • Change history is provided free of charge for up to 90 days.
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