All Products
Search
Document Center

Alibaba Cloud Security Product Solution Consulting and Support Service Statement of Work

Last Updated: Nov 02, 2020

1. Service overview

Alibaba Cloud provides a one-stop Alibaba Cloud Security Product Solution Consulting and Support Service. It provides customers with Alibaba Cloud security product architecture solution consulting and support services. This service helps you use security products to improve the protection of assets, reduce business security risks, and minimize O&M labor costs. It provides an industry-leading cloud security technology architecture that meets your business and offers customized services based on your needs. This service is suitable for companies whose services have vulnerabilities and require technical personnel who are more familiar with cloud security products.

Note:

  1. The protection effects provided by security products depend on their capabilities.

  2. The service does not support refunds.

2. Scope of service

  • The scope of service includes:

    • Solution design, architecture consulting, and technical support.

    • Troubleshooting and solution optimization.

  • The scope of service does not include:

    • Code development and diagnostics.

    • Third-party self-built services based on native capabilities of Alibaba Cloud.

    • Managed Q&M.

    • Routine Q&M of third-party software, such as installation, testing, fault diagnosis, and optimization.

    Note: For issues beyond the Alibaba Cloud Security Product Solution Consulting and Support Service, customers can log in to the Alibaba Cloud community for free consultation or contact Alibaba Cloud marketplace merchants for help.

3. Prerequisites

  • Customers shall provide the sites, devices, essential non-production environment, remote access channels, permissions, and clear business objectives (such as the peak values and concurrency). Customers shall cooperate with Alibaba Cloud to deploy the service.

  • Customers shall review the project implementation plans developed by Alibaba Cloud and confirm them by email or in writing. Customers should not reject the technical proposal or solutions confirmed by both parties without proper technical reasons.

3.1. Division of work

3.1.1. Customers and Alibaba Cloud

  • Customers purchase the Alibaba Cloud Security Product Solution Consulting and Support Service.

  • Customers purchase cloud security products required for the service they need, and enable additional features of the products based on suggestions.

3.1.2. Customers

  • Assign a person in charge to assist Alibaba Cloud in implementing the Alibaba Cloud Security Product Solution Consulting and Support Service. This person in charge should be responsible for coordination and management between the two parties, and responsible for reviewing the work completed by Alibaba Cloud.

  • Provide remote access channels, permissions, and sub-accounts to assist Alibaba Cloud in delivering services.

  • Cooperate with Alibaba Cloud to investigate system faults and participate in the implementation of specific plans, such as structural adjustments and risk assessments.

  • Review implementation plans formulated by Alibaba Cloud and confirm the specific implementation plans proposed by Alibaba Cloud by email or in writing. Customers should not reject the technical proposal or solutions provided by Alibaba Cloud without proper technical reasons.

  • If a fault occurs due to third-party software, customers shall be responsible for negotiating with the third-party vendor and assisting Alibaba Cloud in rectifying the fault.

  • Authorize Alibaba Cloud to perform 24x7 security event monitoring and analysis.

3.1.3 Alibaba Cloud

  • Is responsible for organizing project and setting up a service implementation team.

  • Understand the business objectives and scope, develop implementation plans, and obtain written confirmation, including but not limited to email, from the customers.

  • Provide services specified in this statement, such as configuration optimization, routine inspection and monitoring, and access configuration.

4. Service items

4.1. Service content

The Alibaba Cloud Security Product Solution Consulting and Support Service can be purchased by module. The modules include: Anti-DDoS Pro or Anti-DDoS Premium, Web Application Firewall, Cloud Firewall, Bastionhost, Security Center, and DBAudit.

The following services are provided:

Service

Description

Security solution consulting

Provide consulting on routine operation of cloud security products, such as solution design, functions, and protection policies.

Policy and configuration optimization

Provide the cloud security product protection policy optimization service based on security risks or security protection requirements at different times.

Configuration report consulting

Provide consulting on configuration report solution for multi-dimensional display and analysis. After obtaining authorization, Alibaba Cloud provides the cloud security product configuration report service based on the cloud product user manual.

Access configuration consulting

If the customers configure the service by themselves, Alibaba Cloud provide access configuration guidance and assistance services.

After obtaining authorization, Alibaba Cloud provides the cloud security product access configuration service based on the cloud product user manual.

Routine inspection, monitoring, and alerting

Conduct regular inspections on the availability of cloud security products to confirm their effectiveness.

Conduct regular inspections on the effectiveness of cloud security product policies. Verify the effectiveness of the policies based on security event alerts.

Conduct regular inspections on alerts and logs of cloud security products.

Monitor high-risk security events, such as mining, viruses, and webshell uploads, and send notifications in DingTalk groups.

Upgrade solution consulting

Provide the upgrade solution consulting service, as well as the configuration and rule upgrade service on an irregular basis.

Note: For services beyond Alibaba Cloud Security Product Solution Consulting and Support Service, contact the Alibaba Cloud after-sales team.

4.2. Service packages

4.2.1. 5*8 Alibaba Cloud Security Product Solution Consulting and Support Services

This service is implemented based on the subscription period. It provides customers with managed services within the service scope.

  • Service time: 09:00 to 17:00 in business days

  • Working method: remote

Note: If you have any issues outside the service time range, see the Alibaba Cloud service and support plan.

4.2.2. 7*24 Alibaba Cloud Security Product Solution Consulting and Support Services

This service is implemented based on the subscription period. It provides customers with managed services within the service scope.

  • Working time: 24 hours a day, 365 days a year

  • Working method: remote

4.2.3 Service SLA

No.

Priority

Definition

5*8 response time

7*24 response time

1

Critical

The core service is severely damaged or becomes unavailable.

15 minutes

30 minutes

2

Urgent

Part of the core service is abnormal.

30 minutes

45 minutes

3

High

The non-core service is severely damaged or becomes unavailable.

2 hours

2 hours

4

Medium

Part of the non-core service is abnormal.

4 hours

4 hours

5

Low

Daily technical consulting.

8 hours

8 hours

5. Service process

Customers shall purchase the corresponding cloud security product before they purchase the Security Product Solution Consulting and Support Service. This way, Alibaba Cloud can deliver services at ease.

process

6. Service completion

The Security Product Solution Consulting and Support Service is no longer available after the subscription expires. The following deliverables should be provided: Security Product Usage Report, Security Product Solution Design Report, Service Report, and Product Change Application Form if any.