Support:Cloud Migration Service Statement of Work

1. Overview

1.1. Introduction

Cloud Migration Service provides Migration Consulting Service and Migration Implementation Service to help the customer migrate its business systems to Alibaba Cloud. Cloud Migration Service provides the following services: cloud architecture design, cloud technology selection, migration solution design based on technology selection, technical consultation, and migration implementation. Migration to the cloud is vital for companies looking to achieve digital transformation. Cloud Migration Service allows the customer to implement cloud migration by making full use of Alibaba Cloud products and technologies.

The following table lists the services that are available for different editions of Cloud Migration Service. The customer can purchase an edition based on its business requirements.

Any work or solution that is not defined in this statement of work (SOW) is excluded from the scope of this project.

2. Service scope

This section describes the scope of services provided by different editions of Cloud Migration Service. The deliverables vary with the editions.

2.1. Service scope of Cloud Migration Service Basic Edition

Cloud Migration Service Basic Edition provides the following services:

• Investigation and evaluation on cloud migration

• Investigates and analyzes the current application technology stacks by means of survey forms and interviews, and evaluates the feasibility of migrating systems to the cloud. Determines the quantity, priorities, and strategies for migrating business systems to the cloud.

• Provides suggestions on cloud technology selection based on the evaluation results.

• Cloud architecture design

• Designs the cloud architecture based on the investigation and evaluation results.

  • Network design: VPC planning, vSwitch planning, IP segment planning, and planning of network connectivity between data centers and the cloud.

  • Security design: Designs the security architecture based on the security services of Alibaba Cloud. Security design includes the following aspects: specifications of security groups, remote access with bastion hosts, database audit, anti-DDoS, and WAF access.

  • Account system design: organization management on the cloud and RAM-based access control.

  • Selection of cloud products: Provides a solution on selecting cloud products based on the investigation of technology stacks. The solution includes the detailed specifications of various cloud products used, such as operating system version, product specifications, and bandwidth.

• Design of a cloud migration solution

• Designs a cloud migration solution based on the selection of Alibaba Cloud products and the details of technology stacks. The solution involves the migration of the following types of technology stacks:

• Databases (excluding commercial databases such as Oracle and Db2): full data migration, incremental data migration, and data cutover.

• Storage systems: migration of self-managed storage systems or local files to Object Storage Service (OSS) or Apsara File Storage NAS. The solution provides details about data migration, data verification, and data transformation. It does not involve specific business logic.

• Middleware: The solution provides transformation suggestions to facilitate the migration of message queues and Kafka clusters to Alibaba Cloud. It does not involve specific business logic.

• Cache: data migration from Redis and memcache to Alibaba Cloud and the transformation of the related API operations.

• File indexes: data migration from Solr and Elasticsearch to Alibaba Cloud.

• The cloud migration solution uses only Alibaba Cloud products. It does not involve self-managed services that are deployed on Alibaba Cloud.

  Cloud Migration Service Basic Edition does not provide the following services:

• The cloud migration solution focuses on technical components. It does not involve detailed analysis on the business and does not design application migration solution for each system.

• The cloud migration solution does not include Oracle database migration, microservices, application containerization, and big data migration. If the customer has such requirements, the customer shall purchase the corresponding services.

• Migration Consulting Service provides design services for migration solution and cloud architecture based on the business systems to be migrated. It does not provide consulting services for the overall cloud architecture of the customer. If the customer has such requirements, the customer shall purchase cloud architecture consulting services separately.

• The customer (Party A) shall not limit the ways in which Alibaba Cloud (Party B) provides services. Alibaba Cloud conducts investigations and provides consulting services on site or remotely to produce the final deliverables.

• Alibaba Cloud provides only Alibaba Cloud official documentation and the documents related to the design of the cloud architecture solution and the cloud migration solution.

• Alibaba Cloud shall not be responsible for the implementation or maintenance work involved in the planning, architecture design, migration, and use of the business systems of the customer.

• Alibaba Cloud shall not be responsible for troubleshooting or technical support of third-party software and application systems.

• The service scope of Cloud Migration Service Basic Edition does not include application migration and data migration that are implemented after the architecture design is completed.

2.2. Service scope of Cloud Migration Service Standard Edition

Cloud Migration Service Standard Edition provides the following services:

• Migration Consulting Service that is contained in Cloud Migration Service Basic Edition is also contained in Cloud Migration Service Standard Edition.

• Cloud Migration Service Standard Edition supports the migration of specific systems that are selected by the customer based on the consultation results. The following services are provided:

• Assists in activating cloud resources, creating cloud accounts, building cloud infrastructure, and configuring hybrid cloud networks.

• Provides technical support for migration, troubleshoots migration issues, and provides solutions.

• Assists in application deployment, installation and debugging, and resolves issues.

• Assists in the migration of homogeneous or heterogeneous databases (excluding commercial databases such as Oracle and Db2) and storage data, and resolve issues in the migration process.

• Assists in the design of an application cutover solution to help the customer achieve smooth and fast application migration to the cloud.

• For the migration of applications to the cloud, a maximum of 20 ECS or SLB instances are supported. For the migration of structured data to the cloud, a maximum of 5 RDS instances are supported. For the migration of unstructured data to the cloud, a maximum of 1 TB data is supported.

Cloud Migration Service Standard Edition does not provide the following services:

• Alibaba Cloud (Party B) shall not be responsible for the following implementation work of the customer (Party A): application deployment, transformation of application code, transformation of data code, and data migration. The specific implementation work is carried out by the customer. In the implementation process, Alibaba Cloud is only responsible for providing technical support and guidance, and assisting the customer in resolving issues related to the use of Alibaba Cloud products.

• Alibaba Cloud shall not be liable for schedule delays caused by the customer.

2.3. Service scope of Cloud Migration Service Advanced Edition

• Migration Consulting Service that is contained in Cloud Migration Service Basic Edition is also contained in Cloud Migration Service Advanced Edition.

• Cloud Migration Service Advanced Edition supports the migration of specific systems that are selected by the customer based on the consultation results. The following services are provided:

• Assists in activating cloud resources, creating cloud accounts, building cloud infrastructure, and configuring hybrid cloud networks.

• Provides technical support for migration, troubleshoots migration issues, and provides solutions.

• Assists in application deployment, installation and debugging, and resolves issues.

• Assists in the migration of homogeneous or heterogeneous databases (excluding commercial databases such as Oracle and Db2) and storage data, and resolve issues in the migration process.

• Assists in the design of an application cutover solution to help the customer achieve smooth and fast application migration to the cloud.

• For the migration of applications to the cloud, a maximum of 50 ECS or SLB instances are supported. For the migration of structured data to the cloud, a maximum of 10 RDS instances are supported. For the migration of unstructured data to the cloud, a maximum of 5 TB data is supported.

Cloud Migration Service Advanced Edition does not provide the following services:

• Alibaba Cloud (Party B) shall not be responsible for the following implementation work of the customer (Party A): application deployment, transformation of application code, transformation of data code, and data migration. The specific implementation work is carried out by the customer. In the implementation process, Alibaba Cloud is only responsible for providing technical support and guidance, and assisting the customer in resolving issues related to the use of Alibaba Cloud products.

• Alibaba Cloud shall not be liable for schedule delays caused by the customer.

2.4. Service scope of Cloud Migration Service Premium Edition

• Migration Consulting Service that is contained in Cloud Migration Service Basic Edition is also contained in Cloud Migration Service Premium Edition.

• Cloud Migration Service Premium Edition supports the migration of specific systems that are selected by the customer based on the consultation results. The following services are provided:

• Assists in activating cloud resources, creating cloud accounts, building cloud infrastructure, and configuring hybrid cloud networks.

• Provides technical support for migration, troubleshoots migration issues, and provides solutions.

• Assists in application deployment, installation and debugging, and resolves issues.

• Assists in the migration of homogeneous or heterogeneous databases (excluding commercial databases such as Oracle and Db2) and storage data, and resolve issues in the migration process.

• Assists in the design of an application cutover solution to help the customer achieve smooth and fast application migration to the cloud.

• For the migration of applications to the cloud, a maximum of 100 ECS or SLB instances are supported. For the migration of structured data to the cloud, a maximum of 20 RDS instances are supported. For the migration of unstructured data to the cloud, a maximum of 20 TB data is supported.

Cloud Migration Service Premium Edition does not provide the following services:

• Alibaba Cloud (Party B) shall not be responsible for the following implementation work of the customer (Party A): application deployment, transformation of application code, transformation of data code, and data migration. The specific implementation work is carried out by the customer. In the implementation process, Alibaba Cloud is only responsible for providing technical support and guidance, and assisting the customer in resolving issues related to the use of Alibaba Cloud products.

• Alibaba Cloud shall not be liable for schedule delays caused by the customer.

3. Prerequisites

• The customer shall submit a service request at least 15 business days before the customer places an order. This way, Alibaba Cloud can evaluate the business objectives of the customer and check the feasibility of the schedule to determine whether to accept the service request.

• If the customer requires a large amount of resources, the customer shall submit a service request one month in advance. This way, Alibaba Cloud can communicate with suppliers to check whether the requested resources are available.

• The customer shall provide Alibaba Cloud with all necessary documents, information, data, diagrams, system permissions, and remote access channels in a timely manner. All such information is subject to the confidentiality clauses attached to this statement of work. The customer shall guarantee that all information disclosed or to be disclosed to Alibaba Cloud is true, accurate, and not misleading.

• Alibaba Cloud provides Migration Consulting Service and Migration Implementation Service Basic Edition by using phone calls, DingTalk, and emails. The location where Alibaba Cloud provides services is not restricted by the project.

• In the project delivery process, Alibaba Cloud designs the cloud migration solution and troubleshoots the issues that occur during implementation, and the customer deploys and tests the applications.

• Alibaba Cloud provides services between 09:00 and 18:00 (UTC+8) from Monday to Friday, except for national holidays in China.

• The project managers designated by the customer and Alibaba Cloud shall use mutually agreed communication methods to transfer the written information required for the project. Available communication methods include DingTalk, fax, and email.

• All project deliverables are in Chinese or English, and the working language is Chinese or English. All deliverables are submitted as electronic copies in Microsoft Office formats, including PowerPoint, Word, Excel, and Visio.

• The customer and Alibaba Cloud shall work on the project in accordance with the work plan, staffing plan, and start and end dates that are agreed upon by both parties in advance. Alibaba Cloud shall not be liable for project delays that are caused by delays in the launch of the business systems of the customer.

• If the customer or Alibaba Cloud needs to introduce a third party, the customer or Alibaba Cloud shall be responsible for signing contracts with the third party. Alibaba Cloud shall not be liable for the actions performed or delays caused by the subcontractors or vendors of the customer. The customer shall not be liable for the actions or delays caused by the subcontractors or vendors of Alibaba Cloud.

• Neither party shall be liable for special, incidental, or indirect damages, or consequential economic damages (including loss of profits or discounts) under this contract, even if the party has been informed of the possibility of such damages.

• The customer shall be responsible for the O&M that is related to its business.

4. Division of responsibilities

4.1. Customer and Alibaba Cloud

• The customer purchases only Migration Consulting Service or both Migration Consulting Service and Migration Implementation Service. Alibaba Cloud reviews the service request and communicates with the customer upon details. Then, the customer confirms the agreement.

• The customer and Alibaba Cloud negotiate to confirm the business objectives and service scope of Cloud Migration Service.

• The following table describes the division of responsibilities.

Note: R stands for Responsible, A stands for Accountable, C stands for Consulted, I stands for Informed, and S stands for Support.

4.1.1. Customer

• The customer shall appoint a project manager with the required expertise and experience to communicate with Alibaba Cloud. The project manager has full authority to make decisions on all aspects of the project on behalf of the customer, and shall be directly responsible for the planning, coordination, supervision, and control of project implementation. The project manager shall also be responsible for troubleshooting and resolving the issues that occur during project implementation.

• The project manager of the customer shall be responsible for coordinating all resources to lead the investigation and implementation work involved in the project.

• At the beginning of the project, the customer shall delineate the business systems planned to be migrated. The customer and Alibaba Cloud shall jointly evaluate the feasibility of cloud migration and formulate a cloud migration solution.

• The customer shall cooperate with Alibaba Cloud to investigate the applications to be migrated, and shall provide Alibaba Cloud with all necessary documents, information, data, diagrams, system permissions, and remote access channels.

• The customer shall perform specific migration actions.

• The customer shall be responsible for the O&M that is related to its business.

4.1.2. Alibaba Cloud

• Alibaba Cloud shall appoint an experienced project manager to communicate with the project manager from the customer, and manage the project and project team members from Alibaba Cloud.

• Alibaba Cloud shall investigate the basic architecture, business scenarios, technical components, and development frameworks of the business systems to be migrated, and evaluate the feasibility of migrating the systems to the cloud and the cost of cloud migration.

• Alibaba Cloud shall design a cloud architecture solution and a cloud migration solution based on the investigation results.

• Alibaba Cloud shall cooperate with the customer to implement cloud migration and assist in resolving various issues encountered in the implementation process.

• Alibaba Cloud shall cooperate with the customer to complete application cutover to the cloud. Alibaba Cloud shall also provide technical support to ensure business stability on the cloud.

4.1.3. Completion criteria

• Completion criteria for Migration Implementation Service Basic Edition

  • The design of the cloud architecture solution is completed and confirmed by the customer.

  • The design of the cloud migration solution is completed and confirmed by the customer.

    • Deliverables

      • Cloud Architecture Solution

      • Cloud Migration Solution

• Completion criteria for Cloud Migration Service Standard Edition

  • The design of the cloud architecture solution is completed and confirmed by the customer.

  • The design of the cloud migration solution is completed and confirmed by the customer.

    • Deliverables

      • Cloud Architecture Solution

      • Cloud Migration Solution

    • The implementation of the cloud migration solution is completed and confirmed by the customer.

      • Migration Implementation Report

• Completion criteria for Migration Implementation Service Advanced Edition

  • The design of the cloud architecture solution is completed and confirmed by the customer.

  • The design of the cloud migration solution is completed and confirmed by the customer.

    • Deliverables

      • Cloud Architecture Solution

      • Cloud Migration Solution

    • The implementation of the cloud migration solution is completed and confirmed by the customer.

      • Migration Implementation Report

• Completion criteria for Migration Implementation Service Premium Edition

  • The design of the cloud architecture solution is completed and confirmed by the customer.

  • The design of the cloud migration solution is completed and confirmed by the customer.

    • Deliverables

      • Cloud Architecture Solution

      • Cloud Migration Solution

    • The implementation of the cloud migration solution is completed and confirmed by the customer.

      • Migration Implementation Report

4.2. Service catalog

The following table lists the services that are provided by Cloud Migration Service.

Note: Migration Implementation Service Basic Edition and Migration Implementation Service Standard Edition provide the same services in different ways. The services of Basic Edition are provided remotely whereas the services of Standard Edition are provided on site.

5. Service process

Process for using Cloud Migration Service Basic Edition:

Pre-sales communication ⟶ Service purchase ⟶ Project preparation ⟶ Current situation investigation ⟶ Solution design and verification ⟶ Solution acceptance ⟶ Project acceptance

Process for using Cloud Migration Service Standard Edition:

Pre-sales communication ⟶ Service purchase ⟶ Project preparation ⟶ Current situation investigation ⟶ Solution design and verification ⟶ Implementation solution design ⟶ Migration implementation ⟶ Project acceptance

Process for using Cloud Migration Service Advanced Edition and Premium Edition:

Pre-sales communication ⟶ Service purchase ⟶ Project preparation ⟶ Current situation investigation ⟶ Solution design and verification ⟶ Implementation solution design ⟶ Migration implementation ⟶ System efficiency test ⟶ Project acceptance

6. Acceptance criteria

6.1. List of deliverables

6.2. Acceptance criteria

• In the project delivery process, Alibaba Cloud shall provide consulting services regarding Cloud Migration Service and record important information in documents. In the acceptance phase, the customer shall focus on the quality of document content and confirm that the documents meet the requirements.

• If the customer requires internal reviews before Alibaba Cloud submits the deliverables, the customer shall conduct and complete internal reviews before the agreed acceptance time.

• If the document content needs to be modified after the reviews, Alibaba Cloud shall make the required modifications and submit the modified documents to the customer for acceptance. The customer shall appoint a representative to sign for confirmation. The customer shall click the Confirm Acceptance button in the Cloud Migration Service console.

• Acceptance criteria for Cloud Migration Service Basic Edition

  • "Cloud Architecture Solution" and "Cloud Migration Solution" meet expectations.

• Acceptance criteria for Cloud Migration Service Standard Edition

  • The expiration time of the service shall be regarded as the mark of completion. Alibaba Cloud shall communicate with the customer upon completion-related matters before the expiration time and shall assist the customer to complete project acceptance.

  • "Cloud Architecture Solution", "Cloud Migration Solution", and "Migration Implementation Report" meet expectations.

• Acceptance criteria for Cloud Migration Service Advanced Edition and Premium Edition

  • The expiration time of the service shall be regarded as the mark of completion. Alibaba Cloud shall communicate with the customer upon completion-related matters before the expiration time and shall assist the customer to complete project acceptance.

  • "Cloud Architecture Solution", "Cloud Migration Solution", and "Migration Implementation Report" meet expectations.

6.3. Acceptance plans

In accordance with the deliverables of each project phase described in 6.1. List of deliverables, project acceptance is based on the following acceptance plans. The customer agrees to accept the deliverables submitted by Alibaba Cloud based on these acceptance plans.

Acceptance plan for Cloud Migration Service Basic Edition

Acceptance plan for Cloud Migration Service Standard Edition, Advanced Edition, and Premium Edition

• For Cloud Migration Service Standard Edition, Advanced Edition, and Premium Edition, the acceptance of architecture design shall be performed separately with the acceptance of migration implementation.

• Cloud Migration Service shall be accepted and confirmed in accordance with the service scope agreed in the early stage of the project. If the customer requires services that are not included in the service scope, the customer shall purchase the services and negotiate with Alibaba Cloud upon the deliverables and acceptance criteria.

7. Mark of completion

The implementation is completed and the customer completes the acceptance.