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Partner Support Plan Statement of Work

Last Updated: Dec 23, 2020

1. Service Overview

1.1. Services Description

Alibaba Cloud partner support plan aims of providing service escalation path, eco-service integrated framework and systematic support for partner customers, solving problems that partner customers and their sub-customers encounter when using Alibaba Cloud resources, increasing partner customers’ resale abilities.

1.2 Applicable Customer Scenario

  • Alibaba Cloud provides full-link service support to partner customers and their sub-customers when using Alibaba Cloud service resource

  • Partner customers undertake basic service for their sub-customers and Alibaba Cloud, as the escalation resource, provides full-link service support for partner and their sub-customers.

2. Service Scope

2.1. Partner Support Plan Service Scope

Service includes:

  • Alibaba Cloud International site product-related consulting, troubleshooting, usage support and other services for International site partner customers.

Service DO NOTinclude the following:

  • Code development and diagnosis

  • Business operation and maintenance trusteeship

  • The installation, testing, failure diagnosis, optimization and other daily operation and maintenance services for third-party software.

Note: For third-party software problems that are not within the scope of Alibaba Cloud partner support plan, customers can log on to Alibaba Cloud Community for free consultation or contact merchants in the cloud market for help.

3. Prerequisites

  •  Customer shall apply for the service at least 10 working days in advance, so as to evaluate customer's business objective, the feasibility of service and confirm whether Alibaba Cloud will undertake the service or not.

  • After confirming that Alibaba Cloud will undertake the service, customer shall place and pay for the order on the official website.

  • After Alibaba Cloud undertakes the service, customers shall assist to carry out services by providing venues, equipment, necessary non-production environment, remote access channels, permissions, clear business objectives, etc.

  • Customer shall review the service content formulated by Alibaba Cloud and confirm the specific service plan provided.

3.1. Division of Labor

3.1.1. Common Responsibilities of Customers and Alibaba Cloud

  • Both parties shall negotiate and confirm the specific business objectives and scope of the partner support plan service content.

  • After reaching a consensus on business objectives, both parties shall make clear the delivery plan, work description and the division of responsibilities.

3.1.2. Customer's Responsibilities

  • Provide business context, channel size, growth trends and service requirements for a point person to evaluate customer's business objective and the feasibility of service.

  • Review the service content formulated by Alibaba Cloud and confirm the specific service plan based on solution and business requirements.

  • In the process of service, if problem concerned with third-party software occurs, the customer must be responsible for negotiating with the third party to assist Alibaba Cloud in solving problems.

3.1.3 Alibaba Cloud's Responsibilities

  • Provide support scheme based on customer's business objectives and scenario which meets customer's actual needs.

  • After the service is launched, Alibaba Cloud shall provide various service contents according to the service package customer selected (please refer to service items).

3.1.4. Standard of Completion

  • The support plan that customer purchases enter into service cycle, and Alibaba Cloud completes service support within the corresponding service cycle.

3.2. Service items

Package

Service items

Service description

Selected

Business objective combing

Confirm business objectives and scope

Consulting support

7*24 hours unlimited consulting tickets

Technical support

10 7*24 hours technical tickets (includes all SLA)

Package

Service items

Service description

Premier

Business objective combing

Confirm business objectives and scope

Consulting support

7*24 hours unlimited consulting tickets

Technical support

20 7*24 hours technical tickets (includes all SLA)

Package

Service items

Service description

Elite

Business objective combing

Confirm business objectives and scope

Consulting support

7*24 hours unlimited consulting tickets

Technical support

30 7*24 hours technical tickets (includes all SLA)

Exclusive Service Point Person

Emergency problem acceleration and active service

Cloud product architecture consulting

Professional cloud product architecture optimization

Service report

Reports such as "Product Usage Report", "Service Summary Report" and "Critical Support Summary" based on the service packages selected by customers

Package

Service items

Service description

Strategic

Business objective combing

Confirm business objectives and scope

Consulting support

7*24 hours unlimited consulting tickets

Technical support

7*24 hours unlimited technical tickets

IM Enterprise Group

7*24 hours response

Exclusive Service Point Person

Emergency problem acceleration and active service

Cloud product architecture consulting

Professional cloud product architecture optimization

Critical time service

High-priority support

Service report

Reports such as "Product Usage Report", "Service Summary Report" and "Critical Support Summary" based on the service packages selected by customers

Package

Service items

Service description

Ticket Package

Technical support

10    *24 hours technical tickets (includes all SLA)

4. Service SLA

Serial Number

Severity Level

Description

Response Level

1

Critical

Business-critical system/component down, needs immediate support

< 15mins

2

Urgent

Production system/component down or greatly impaired, need quick support

< 40mins

3

High

Key system impaired

< 4hrs

4

Medium

System impaired

< 8hrs

5

Low

General question or requests

< 18hrs

5. Service process

伙伴支持计划

6. Acceptance criteria

Alibaba Cloud provides the following deliverables:

 

Package

Deliverables

Type of deliverables

Selected/Premier/Ticket package

Ticket Closure

Ticket

Elite

Ticket Closure

Ticket

Product usage /Service Summary Report

Document

Strategic

Ticket Closure

Ticket

IM Enterprise Group

Enterprise Group

Critical Time Guarantee/Product usage /Service Summary Report

Document

7. Mark of Completion

The time-based partner support plan enters into normal service cycle, and Alibaba Cloud provides service within the corresponding service cycle.