Subscribe to and manage support plans

This topic describes how to subscribe to, upgrade, downgrade, and maintain your support plan in the OceanBase Cloud console.

Limitations

Only accounts with the Organization Admin role can access or operate the Support Plan page.

Subscribe to a support plan

Support plans offer two scopes of services: Current User and Current Organization, designed to meet different business management and financial allocation needs.

Procedure

1. Log in to the OceanBase Cloud Console as an Organization Admin.

2. In the top navigation bar, click the question mark icon and select Support.

3. Choose a subscription path based on your required tier:

   • Subscribe to the Developer tier:

     1. In the Developer section, click Select Plan.
     2. In the Activate Support Plan dialog box, configure the following options:
        • Scope of Services: Select Current User or Current Organization.
        • Region: Select your business region. The system automatically generates the service hours based on the selected region.
     3. Read and select the terms of service, and click Confirm to complete the subscription.

   • Subscribe to the Business, Premium, or Platinum tier: In the corresponding section, click Contact Us or contact your dedicated sales team offline to complete the subscription.

After a successful subscription, you can view your support plan service orders on the Billing > Orders page. To check fees and billing details, go to the Billing > Statements page.

Service scopes and billing

Current User (user-level subscription)

• Order Processing: After subscription, the same tier of support plan is immediately and automatically activated for all overseas channel organizations under the current account. Even if you create new overseas channel organizations under this account later, the system will automatically activate the service for them.

• Billing and Allocation: The system first calculates the total support fee for all overseas channels under the user account (total consumption of all organizations × fee rate; if the result is lower than the minimum charge, the minimum charge applies). Then, the fee is allocated based on the consumption percentage of each organization and settled within each respective organization.

• Formulas:

  • Total User-level Support Fee = Max(Total Consumption of All Organizations × Fee Rate, Minimum Charge)
  • Support Fee Allocated to an Organization = Total User-level Support Fee × (Monthly Consumption of the Organization / Total Consumption of All Organizations)

• Example:

  Assume that you have three overseas channel organizations (A, B, and C) under your account, with monthly consumptions of $5,000, $20,000, and $30,000, respectively (total consumption = $55,000). You subscribe to the Business tier (fee rate: 8%, minimum charge: $699):

  1. Total fee calculation: Max($55,000 × 8%, $699) = Max($4,400, $699) = $4,400

  2. Allocation results:

     • Organization A: ($5,000 / $55,000) × $4,400 = $400
     • Organization B: ($20,000 / $55,000) × $4,400 = $1,600
     • Organization C: ($30,000 / $55,000) × $4,400 = $2,400

Current Organization (organization-level subscription)

• Order Processing: A support plan service order is generated only for the currently selected organization. Each organization subscribes independently without affecting others. If you create a new organization later, you must switch to the new organization to manually subscribe again.
• Billing: Fees are calculated independently based on the consumption of the current organization, and the minimum charge for each organization is also calculated independently.
• Formula:
  • Support Fee for the Current Organization = Max(Monthly Consumption of the Organization × Fee Rate, Minimum Charge)

Upgrade or downgrade a support plan tier

You can flexibly adjust your support plan tier as your business scales.

• Upgrade a support plan tier: If the Upgrade button is available on the page, click it to perform a self-service upgrade. If the button displays Contact Us, self-service upgrade is not supported for this tier, and you must contact the sales team.
• Downgrade a support plan tier: Self-service downgrade is not supported. You must contact your dedicated sales team to complete a downgrade.

Billing changes for upgrades and downgrades

• Full-month Billing: For the month in which a tier change occurs (either upgrade or downgrade), you are billed for the entire month based on the new tier. Pro-rated billing by day is not supported.
• Example: If you upgrade from Developer to Business in the middle of a month, the bill for that entire month will be settled based on the fee rate and minimum charge of the Business tier.

Modify the service time zone

You can adjust the reference time zone for your service hours to align with your global business deployment or team operations.

Procedure

1. On the Support Plan page, click the Edit icon next to the Service Hours area.
2. Select your target time zone from the drop-down menu, and click Save.

After a successful modification, the service hours will switch to the new time zone. By default, you can modify the time zone in the console by yourself only once for each support plan.

FAQ

Q1: Can I unsubscribe from a support plan?

Self-service unsubscription or cancellation in the console is currently not supported. If you need to unsubscribe, please contact OceanBase Technical Support.

Q2: What should I do if a new channel organization is added to my account after I activate a user-level subscription?

• Current User: No manual action is required. The system automatically activates the support plan for up to six overseas channels under the account all at once.
• Current Organization: The new organization does not automatically inherit the service. You must switch to the workspace of the new organization and manually subscribe to a support plan for it.

Q3: If my account is suspended due to overdue payments and instances are stopped, will support plan fees still incur?

Support plan fees are tied to the actual consumption generated by your instances. When an account has overdue payments that lead to instance suspension, no support plan fees will appear on your monthly statement once the instances stop generating charges.

Q4: Can I still submit tickets if my account has overdue payments?

Yes. Your ticket submission functionality remains fully available even when your account is suspended due to overdue payments.