# Official sources

Use this reference only when you need source grounding for Huawei Cloud support incident coordination or the detailed source list.

## Huawei Cloud documentation

Use these as starting points, not as proof of the user's live Huawei Cloud state:

- https://support.huaweicloud.com/intl/en-us/
- https://status.huaweicloud.com/
- https://support.huaweicloud.com/intl/en-us/usermanual-ticket/topic_0065264094.html

## Support severity and SLA reference

| Severity | Chinese Label | P-Level | Premium Support SLA | Escalation Protocol |
|---------|--------------|---------|---------------------|---------------------|
| Urgent | 紧急 | P0 | 15-minute response | War room + Account Manager + TAM phone |
| High | 高 | P1 | 2-hour response | TAM ticket escalation |
| Normal | 中 | P2 | 8-hour response | Standard support ticket |
| Low | 低 | P3 | Next business day | Standard support ticket |

## Region and support team routing

| Region Type | Support Team | Ticket Language |
|------------|-------------|-----------------|
| Mainland China (cn-*) | China support team | Chinese or English |
| International (ap-*, eu-*, la-*, af-*) | International support team | English |

## Post-incident review rights

Under Huawei Cloud Premium Support, customers have the contractual right to request:
- PIR (Post-Incident Review) for platform-caused incidents
- RCA (Root Cause Analysis) document from Huawei Cloud engineering
- SLA breach credit claims with documented timestamps and case numbers

## Grounding rule

Official documentation explains Huawei Cloud service behavior. It does not prove the user's current account, region, quota, resource configuration, IAM boundary, pricing, or operational state. Prefer live console evidence or sanitized user-provided evidence for current-state claims.
