Support Plan
The Support Plan is a service that provides technical support, standard architecture provision, and incident response support needed when using the Samsung Cloud Platform, categorized into stages. Since service operating hours, technical support, and incident response service types differ by service tier, users can select an efficient service tier based on the applicable workload, such as testing, routine tasks, or critical operations.
Learn about Support Plan
Samsung Cloud Platform offers Support Plans in Standard and Proserv Plan tiers.
To check the Support Plan you are currently using, follow these steps.
- All Services > Management > Support Center. Click the menu to go to the Service Home page.
- On the Service Home page, click the Support Plan menu. You will be taken to the Support Plan page.
Category Detailed description Support Plan application status Current application status of the Support Plan - Active: Properly applied. No changes planned.
- In Progress: Scheduled for change.
Plan change Button to change the applied Support Plan - For more details, see Support Plan Change
Support Plan Types Support Plan names and descriptions by tier - Current Plan: The Support Plan tier currently applied
- Future Plan: The Support Plan tier to be applied after the plan change
Table. Support Plan page items
- On the Service Home page, you can view the currently used Support Plan and the list of Support Plans per Account.
- The list of Support Plans for each Account can only be viewed in the organization management Account.
Standard grade
The Standard tier is the recommended level for handling tasks that are experimental or require testing.
| Category | Detailed description |
|---|---|
| Service target | Recommended for experimental or testing purposes |
| Response time |
|
| Operating Hours | 9H * 5D Biz Hour |
| Request / Response Method | On-line (Console) |
| Support Service |
|
| Incident response | Receipt (action and notification) |
| Fee | Free |
Proserv Plan Level
The Proserv Plan tier is the minimum tier recommended when there is a production workload.
| Category | Detailed description |
|---|---|
| Service Target | Recommended for production workloads |
| Response time |
|
| Operating Hours | 24H * 7D |
| Request / Response Method | Assign dedicated TAM (phone, email, On-line (Console)) |
| Support Service |
|
| Incident response |
|
| Fee | Monthly usage fee per customer * Apply tiered rates (differential)
|
Change Support Plan
You can apply changes to the Support Plan as needed.
Requests to enroll, cancel, or modify a Support Plan are applied on the 1st of each month.
To change the Support Plan you are using, follow the steps below.
- All Services > Management > Support Center menu, click it. You will be taken to the Service Home page.
- On the Service Home page, click the Support Plan menu. You will be taken to the Support Plan page.
- From the My Support Plan widget, you can click the Plan Upgrade or Plan Change button to navigate to the Support Plan Change page.
- On the Support Plan page, click the Change Plan button. You will be taken to the Support Plan Change page.
- On the Support Plan Change page, select the Support Plan you want to change, then click the Change Plan button.
- When the popup notifying a Support Plan change request opens, click the Confirm button. You will be taken to the Support Plan page.
- Check that the Support Plan’s applied status changes to In Progress and that the plan to be changed item is displayed in the Support Plan to be modified.
- Cancel Plan Change button, when clicked, cancels the change request and keeps the current Support Plan.
- You can view the application, cancellation, and modification history of the Support Plan on the logging&Audit > Activity Log page.
- Change history is provided free of charge for up to 90 days.