Support:Partner Growth Plan Statement of Work

1. Service Overview

1.1. Service Description

The Alibaba Cloud Partner Growth Plan provides a service escalation path, an integrated service framework, and systematic support for partner customers. It helps resolve issues that partners and their sub-customers encounter when using Alibaba Cloud resources, and strengthens partners’ service resale capabilities.

1.2. Applicable Customer Scenarios

• Alibaba Cloud provides end-to-end service support for partner customers and their sub-customers using Alibaba Cloud resources.

• Partner customers handle basic services for their sub-customers. Alibaba Cloud serves as the escalation resource and provides end-to-end support for partners and their sub-customers.

2. Service Scope

2.1. Partner Support Plan Service Scope

Services include:

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

Services do not include:

• Code development and diagnosis

• Business operation and maintenance trusteeship

• Installation, testing, failure diagnosis, optimization, and other daily O&M services for third-party software.

Note: For third-party software issues outside the scope of the Partner Growth Plan, visit the Alibaba Cloud Community for free consultation or contact vendors in Alibaba Cloud Marketplace.

3. Prerequisites

• Apply for the service at least 10 working days in advance to allow Alibaba Cloud to evaluate business objectives, service feasibility, and confirm service acceptance.

• After Alibaba Cloud confirms service acceptance, place and pay for the order on the official website.

• After the service begins, provide venues, equipment, a non-production environment, remote access channels, permissions, and clear business objectives to support service delivery.

• Review and confirm the service plan provided by Alibaba Cloud.

3.1. Division of Labor

3.1.1. Common Responsibilities

• Both parties negotiate and confirm the business objectives and scope of the Partner Growth Plan services.

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

3.1.2. Customer's Responsibilities

• Provide business context, channel size, growth trends, and service requirements to enable evaluation of business objectives and service feasibility.

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

• If third-party software issues arise during service delivery, coordinate with the third party to assist Alibaba Cloud in resolving the issues.

3.1.3. Alibaba Cloud's Responsibilities

• Provide a support plan based on the customer's business objectives and scenarios.

• After the service launches, Alibaba Cloud delivers the service contents according to the selected service package.

3.1.4. Standard of Completion

• The purchased Partner Growth Plan enters the service cycle, and Alibaba Cloud completes service support within the corresponding cycle.

3.2. Service items

4. Service SLA

5. Service process

6. Acceptance criteria

Deliverables:

7. Mark of Completion

The time-based Partner Growth Plan enters the normal service cycle, and Alibaba Cloud provides services within the corresponding cycle.