All Products
Search
Document Center

Event Management Service

Last Updated: Jun 28, 2018

1.       Service Scope

1.1   Scope of the Cloud dedicated Service

  • Consultations regarding the functions, capacities and architectures of Alibaba Cloud services and products;
  • Best practices for using and configuring the Alibaba Cloud products;
  • Technical support for operations related to Alibaba Cloud resources or system problems;
  • Problem troubleshooting related to the Alibaba Cloud console or other tools officially released by Alibaba Cloud.

2.       Prerequisites

  • The Customer shall apply for the service at least five working days in advance. Alibaba Cloud will evaluate whether the business objectives and time requirements of the customer can be met and accordingly determine whether to accept the service application;
  • If the application involves a large amount of resources, it is recommended that Customer send an application one month in advance, depending on the evaluation result of the supply chain;
  • After Alibaba Cloud undertakes the service, the Customer shall provide the sites, devices, essential non-production environment, remote access channels, permissions, clear business objectives (such as the peak values and concurrency), and cooperate with Alibaba Cloud to deploy the service;
  • The Customer shall review the project implementation plans provided by Alibaba Cloud and confirm them by email or in writing. Without legitimate technical reasons, the Customer shall not reject the technical suggestions or solutions from Alibaba Cloud;
  • Specific optimization and resizing solutions shall be executed according to the schedule agreed by each party;
  • As the principle O&M entity, the Customer shall implement the O&M work related to its own business and recognize the content within the scope of the Alibaba Cloud service;
  • If there is security threat, Alibaba Cloud shall be authorized to set or adjust the Anti-DDoS IP service parameters, set the protection bandwidth, and use the Server Guard product to perform system vulnerability detection, Web application vulnerability detection, port security scans, and virus and Trojan detection;
  • Alibaba Cloud shall be authorized to perform 24x7 security event monitoring and analysis.

2.1   Division of Labor

2.1.1       Common Responsibilities of the Customer and Alibaba Cloud

  • Both parties shall negotiate and confirm the specific business objectives and scope;
  • After the contract is signed, the Customer shall perform payment as contracted.

2.1.2   Customer’s Responsibilities

  • Determine business objectives, such as the peak values and concurrency;
  • Provide the sites, devices, essential non-production environment, remote access channel, and permissions, and cooperate with Alibaba Cloud to deploy the service;
  • Cooperate with Alibaba Cloud to investigate existing system problems and participate in the implementation of specific plans, such as capacity pressure tests and problem location;
  • Review the Event management service implementation plans and confirm them by email or in writing. Without legitimate technical reasons, the Customer shall not reject the technical suggestions or solutions from Alibaba Cloud;
  • Execute specific optimization and resizing solutions;
  • Implement the relevant O&M work as the principle O&M entity;
  • Authorize Alibaba Cloud to set or adjust the Anti-DDoS IP service parameters, set the protection bandwidth, and use the Server Guard product to perform system vulnerability detection, Web application vulnerability detection, port security scans, and virus and Trojan detection;
  • Authorize Alibaba Cloud to perform 24x7 security event monitoring and analysis.

2.1.3   Alibaba Cloud’s Responsibilities

  • Establish a project team and an expert support team;
  • Understand Customer’s business objectives and scope, develop the event management service implementation plan, and obtain the email or written confirmation from the Customer’s project initiator;
  • Provide various services specified in this SOW, such as capacity evaluation and cloud product architecture optimization, and ensure that the system’s capacity indicators meet requirements specified in business objectives;
  • Participate and assist the Customer in O&M and emergency support, and provide technical suggestions and solutions during the dedicated process;
  • Authorized by the Customer to set or adjust the Anti-DDoS IP service parameters, set the protection bandwidth, and use the Server Guard product to perform system vulnerability detection, Web application vulnerability detection, port security scans, and virus and Trojan detection. Then, develop repair schemes based on the results;
  • Authorized by the Customer to perform 24x7 security event monitoring and analysis and develop repair schemes based on the contingency plans.

2.1.4   Completion Criteria

  • The “Event Management Service Acceptance Report” is output. The report contains the diagnostic analysis, pressure test analysis, and architecture optimization suggestions or solutions for the Alibaba Cloud resources used by the Customer; problems detected during the event management service period and related suggestions or solutions; and security event monitoring reports and repair schemes (if that’s the case).

2.2   Service Items

Based on the Customer’s business objectives, Alibaba Cloud provides the following services:

Service item

Service description

Expert support team

Assign a dedicated professional technical manager.

Provide the on-site service.

Provide the 24x7 IM dedicated group.

Alignment with the business objectives

Confirm the business objectives.

Confirm the business scope.

Current system capacity analysis

Provide capacity analysis of the existing system.

Cloud product architecture optimization

Assist the customer in the pressure tests and analyze the pressure test results.

Based on the Customer’s business objectives and pressure test data, provide the Alibaba Cloud product-based optimization solutions and instructions for implementing the solutions.

Database optimization

Identify the current performance bottleneck of the database and provide the diagnostic analysis of the database (Depends on database engine).

Assist the Customer in database optimization based on the database diagnostic analysis results.

Security reinforcement

Provide the security reinforcement suggestions based on the Customer’s business security requirements.

Provide security solutions to help the Customer with the architecture configuration of security products.

Disaster tolerance solution planning

Provide the disaster tolerance solutions based on the Customer’s business objectives and existing architecture.

Daily event management report

Submit the daily dedicated reports to describe the problems that occur every day during the dedicated service period and resource usage.

The on-site service is charged separately by man/day. In addition, the on-site service is charged at three times the common price during national holidays.

3.       Service SLA

Assign an event management technical manager.

Provide the Customer with the 24x7 IM event management group during the service period.

Provide the “Event management Service Work Plan” and “Event management Service Acceptance Report”.

4.       Service Process

Application time limit: The Customer shall submit an application at least five working days before the Event management service launched.

5.       Acceptance Criteria

When Alibaba Cloud provides the Customer with the following deliverables, the service is deemed to be accepted:

  1. The “Event management Service Work Plan” and “Event management Service Acceptance Report” are provided and confirmed by the Customer in writing (including emails).
  2. The “Event management Service Work Plan” and “Event management Service Acceptance Report” shall contain the following content:
    • Capacity and performance analysis performed by Alibaba Cloud on the Customer’s existing application system before the event management service starts
    • Analysis on the Customer’s business characteristics, business requirements, and systems (applications and databases), as well as the proposed optimization suggestions.
      1. Disaster tolerance suggestions provided by Alibaba Cloud for the Customer’s application systems
      2. Anti-DDoS IP parameter table (if that’s the case)
      3. Server Guard product detection report and repair schemes (if that’s the case)
      4. Security event monitoring report and repair schemes (if that’s the case)

6.       Mark of Completion

  • The Customer activities are completed.