:DingTalk Enterprise Product Support Service

Service Pricing

Service Highlights

1. DingTalk Pro Service Package: Service Goal - Ensure rapid activation of DingTalk's basic functionalities for customers

2. DingTalk Enterprise Base Service Package: Service Goal - Complete organizational certification and core feature configuration

3. DingTalk Enterprise App Customization Service Package: Service Goal - Enable multi-platform deployment of enterprise-specific apps

4. DingTalk Enterprise Access & Data Security Service Package: Service Goal - Safeguard enterprise data and access security

5. DingTalk Enterprise Hybrid Cloud & Compliance Service Package: Service Goal - Achieve hybrid cloud environment deployment and compliant operations

6. DingTalk Enterprise Openness & Integration Service Package: Service Goal - Support enterprise account and legacy data migration

7. DingTalk Hybrid Base Initial Deployment Service: Service Goal - Support for initial deployment and transition to operations of hybrid base

8. DingTalk Hybrid Base Annual Upgrade Service: Service Goal - Standard plan annual upgrade

9. DingTalk Hybrid Base Remote O&M Support: Service Goal - Enable remote operations and remote operations personnel management

10. DingTalk Hybrid Base Project Management Service: Service Goal - Complete project management process

Service Description

1. DingTalk Pro Service Package

Rights activation notification, product entry guidance, customer service group support.

2. DingTalk Enterprise Base Service Package

Organization registration/expansion,address book import, security feature configuration (watermark, employee offboarding management).

3. DingTalk Enterprise App Customization Service Package

iOS/Android/Windows/Mac packaging,distribution plans, certificate management, technical Q&A.

4. DingTalk Enterprise Access & Data Security Service Package

Global watermarking, anti-screen recording/screenshot, sensitive word management, trusted device/IP fence configuration support.

5. DingTalk Enterprise Hybrid Cloud & Compliance Service Package

Network interconnection (proxy/gateway deployment), Dedicated storage operations, file/message audit delivery.

6. DingTalk Enterprise Openness & Integration Service Package

Account migration feasibility assessment, historical message/file migration (full seamless migration, data integrity assurance).

7. DingTalk Hybrid Base Initial Deployment Service

Standard deployment plan, business research, environment check, software installation and deployment, system integration testing, system acceptance testing,application deployment.

8. DingTalk Hybrid Base Annual Upgrade Service

Provide standard upgrade plan, environment check, software deployment upgrade, system integration testing, system acceptance testing.

9. DingTalk Hybrid Base Remote O&M Support

Offer 1-year remote operations support service, including emergency fault handling, problem diagnosis, fault review, to ensure stable online operation of hybrid base. Additionally, manage remote operations personnel, providing technical support,performance evaluation, empowerment, and skill enhancement.

10. DingTalk Hybrid Base Project Management Service

Full project management process including initiation, execution, monitoring, and closure.

Service Prerequisites

Party A Responsibilities

1.Product Specifications

• Must purchase and activate the corresponding DingTalk Edition products.

• Ensure product versions and functional modules meet service requirements.

2.Remote Delivery Environment Preparation

• Provide VPN/bastion host access permissions required for remote collaboration and open firewall ports (e.g., DingTalk server IP whitelist).

• For deployment services (e.g., hybrid cloud proxy deployment), prepare server resources in advance (CPU/memory/storage specifications as per the DingTalk Enterprise Delivery Guide).

3.Compliance Cooperation

• For migration services (enterprise account/historical data migration), sign authorization agreements with employees and ensure data legality.

• Provide a sensitive data inventory (e.g., encrypted contact fields, audit log storage paths) to mitigate security risks.

4.Basic Documentation Submission

• Submit required documents per the service package (e.g., business license, DUNS number, App packaging materials).

• Provide system screenshots post-configuration changes (e.g., security policy activation interface, migration logs).

Party B Responsibilities

1.Clarified Service Scope (Exclusions):

• Hardware procurement, network proxy deployment (requires separate purchase of the "Hybrid Cloud Network Acceleration Service Package").

• Custom development (e.g., API encapsulation, third-party system integration).

2.Remote Delivery Assurance:

• Provide standardized remote collaboration tools (DingTalk service group, DingTalk ticket system).

• Implement two-factor authentication for sensitive operations (e.g., database configuration) and retain audit logs.

3.Compliance Statement:

• If client requests violate laws/regulations (e.g., unauthorized data migration), Party B reserves the right to terminate services.

Note: Delays caused by Party A’s failure to meet prerequisites shall not constitute a breach of contract by Party B.

Product Support Service Package Statement of Work (SOW)

Overview

To ensure that customers can use DingTalk Enterprise based on their business needs, Alibaba Cloud provides a series of professional service packages for DingTalk Enterprise. These services cover the entire lifecycle, including product activation guidance, feature configuration, migration support, and operation management, empowering customers to achieve efficient collaboration and robust security management.

This SOW applies to the following DingTalk Enterprise Service Packages:

1. DingTalk Pro Service Package

1) Send notification for activated subscription features within 90 natural days.

2) Complete onboarding guidance: inform about product access points, invite to read the user manual and join the product practice camp.

3) Activation of various subscription features.

4) Customer service group, providing services including product features and issue troubleshooting, etc. For urgent issues,accelerated processing and feedback channels are provided.

2. DingTalk Enterprise Base Service Package

1) Assist customers in completing DingTalk organization registration, advanced authentication, and scaling.

2) Collect and review the information related to the activation of DingTalk Enterprise features. Submit the activation request, follow up on the progress, and ensure successful activation.

3) Provide the import template of contacts at the DingTalk Admin Console and guide customers in organizing their contacts.Finally, complete the import. (Note: System integration and enterprise account imports are not included and require separate assessment.)

4) Provide design guidelines for the app splash screen, company logo, and navigation bar for the customized DingTalk app, and complete the configuration. (Note: Design and preparation of materials including icons and images are not included in this service.)

5) Guide the configuration of noise reduction management based on customer requirements.

6) Complete large group scaling for customers (Number of participants must not exceed product capacity limitations).

7) Focus on DingTalk Enterprise’s basic security features, global watermark, and offboarding employee data management.Provide explanations, scenario introductions, and requirement analysis for each configuration item or feature. Offer security planning suggestions and implement them in the configuration options. Finally, assist customers in completing the configuration and testing, and troubleshooting during the process.

3. DingTalk Enterprise App Customization Service Package

1) Service Overview

a. The service includes application packaging and distribution solutions for iOS, Android, Windows, and Mac operating systems.

b. iOS distribution adopts Apple’s enterprise-level management solutions. When signing the contract, customers must provide written confirmation of their preferred distribution mode:

(a) ABM (Apple Business Manager)

(b) UAD (Universal App Distribution)

c. The service period is 12 calendar months from the contract’s effective date. It includes first-year packaging services,developer certificates, and a one-year subscription to the app distribution platform.

2) Service Scope

2.1) Guidance for customers to apply for relevant accounts:

a) Application for keys of open platforms such as Google and Microsoft

b) iOS D-U-N-S Number and distribution account (ABM or Enterprise Developer Account) registration and Key authorization.

2.2) Guidelines and specifications for packaging materials (Designing materials should be provided by the customer).

2.3) Icon and material review for four systems (iOS/Android/Windows/Mac) before packaging. Upon approval, provide packaging, review submission, and distribution services, including iOS ABM/UAD distribution, TestFlight initial review, and update submissions.

2.4) Packaging troubleshooting and installation testing support.

2.5) Packaging-related consultations and technical support such as iOS packaging strategy advisory and installation/update support.

2.6) First-year iOS developer certificate (limited to the certificate issued by DingTalk).

2.7) Dedicated App exception notifications and support for scenarios such as patches, bug fixes, and material key updates.

2.8) Within the service period (1 year), up to 4 times of independent iOS ABM/UAD packaging and submission services will be provided.

4. DingTalk Enterprise Access & Data Security Service Package

Provide comprehensive guidance for features including but not limited to: global invisible watermarking, anti-recording/screenshot protection, sensitive word management, three-level access system, trusted device authentication, IP fencing (excluding network proxy and gateway packages). The service framework covers scenario-based consultation, analysis of customer requirements, solution design, and tailored architecture proposals with DEMO configuration support. Provide support for hands-on testing, rule configuration and troubleshooting.

5. DingTalk Enterprise Hybrid Cloud & Compliance Service Package

1) Network Interconnect & Acceleration Services Charged based on the number of deployments and include the following two services:

a. Exclusive Network Proxy Deployment.Customers provide servers & DMZ network environment meeting specifications.Customers provide servers that meet the delivery specifications and the relevant DMZ network environment. DingTalk manages remote deployment (internal-to-external access) to solve the two problems:

• The customer's office network can’t access the Internet;

• The customer's firewall can’t be configured for the DingTalk whitelist due to device and technical reasons.

b. Database Gateway Deployment. Customers provide servers & DMZ network environment meeting specifications. DingTalk deploys data gateway remotely to solve the problem of database port exposure when the dedicated storage DB is deployed on the enterprise intranet, and the service needs to be opened to DingTalk.

2) Dedicated Storage Operation and Maintenance Services

a. Remote maintenance services, covering emergency response, root cause analysis and post-mortem reviews to ensure the stability of dedicated storage systems.

b. Business-hour technical support (5x8):

• Ticket-based remote technical support.

• Within working days (5x8), 120-minute response for routine issues and 60-minute escalation for critical failures.

• Do not provide 7x24 monitoring and emergency response.

3) Delivery Service for Hybrid Cloud & Compliance

a. Dedicated file & messaging delivery aligned with project requirements. The delivery covers network environment assessment, solution validation & optimization, storage capacity planning, dedicated storage configuration, and system integration testing.

Notes:

• Customer-owned tasks: final approval and decision, on-premises deployment, and network integration.

• Hardware resource provisioning. NexData users: Storage team delivers hardware and the customer manages message databases.Private cloud: Delivery team provides configuration specifications and capacity requirements and onsite customer’s O&M team assists allocation.

Public cloud: Delivery team provides procurement guidance

b. The delivery of message and file operations audit aligned with project requirements. The delivery includes audit feature introduction, configuration guidance, and troubleshooting.

Note: File operations audit currently supported by API. API related development and wrapper excluded from the delivery scope.

6. DingTalk Enterprise Openness & Integration Service Package

1) Enterprise Account Migration Service Provides a one-time enterprise account migration service package including: feasibility assessment & technical and targeted enablement for organizational migration (all organizations under the personal account).

• Enterprise Account Migration Features:

a. Complete data transfer from personal to enterprise accounts with post-migration personal account deactivation.

b. Migration monitoring & result verification support

c. Get employee authorization via formal agreements to ensure compliance.

• Account Tagging

• Implementation Support:

a. Log review assistance for ≤3 migration phases (test, grayscale, and production)

b. Failure diagnostics, such as financial constraints and tagging errors, for part of accounts.

c. Transfer notifications are sent by Enterprise Assistant, which only available for Enterprise.

d. The enterprise account can’t be returned as a personal account.

2) Historical Message Migration Service Provide a one-time message migration service package, including:

a. Feasibility assessment & technical plan

b. Targeted activation of historical message migration capability. Historical Message Migration Capability

• Time-bound message transfer (Duration determined by the DingTalk Enterprise activation time and message valid period,up to 2 years.)

• Non-disruptive migration during off-peak hours.

• Ensure data integrity per agreed scope.Customer Support

• Through service groups, provide log viewing and issue troubleshooting, ensuring the use of historical messages for each account.

3) Historical File Migration Service Provide a one-time file migration service package including: feasibility assessment and technical and targeted activation of historical file migration capability.

Historical File Migration Capability:

• Time-bound file transfer (Duration determined by Enterprise Plan valid period and the file’s earliest saved time,up to 2 years.)

• Non-disruptive migration during off-peak hours.

• Ensure data integrity per agreed scope. Customer Support

• Through service groups, provide log viewing and issue troubleshooting, ensuring the use of historical files.

7. DingTalk Enterprise Hybrid Base Initial Deployment Service (Public Cloud）

Provide standardized deployment plan,business requirement analysis, environment diagnostics, software installation & configuration, cross-system compatibility & acceptance testing, multi-module deployment, such as Contacts, Instant Messaging, Files, and Search, documentation handover to O&M team (First deployment per cluster).

8. DingTalk Enterprise Hybrid Base Annual Upgrade Service (Public Cloud）

Provide standard upgrade plan, environment diagnostics, software installation & configuration, cross-system compatibility & acceptance testing,multi-module deployment, such as Contacts, Instant Messaging, Files, and Search. Up to 4 upgrades per year.

9. DingTalk Enterprise Hybrid Base Remote O&M Support

1) Annual remote support, covering monitoring & incident response,post-mortem analysis & improvement tracking, business continuity initiatives.

2) 5*8 customer support (Business Hours: Monday to Friday, 09:00 – 17:00 China Standard Time (CST, UTC+8), excluding public holidays.)

a. Ticket-based technical support.

b. 7x24 incident response (excluding 7x24 monitoring).

c. 120-min response for routine issues and 60-min response for critical failures.Service Scope:

a. System health checks

b. Incident lifecycle management

c. Change control

3) Remote O&M team governance & performance tracking, technical requirements support, and technical capability development programs.

d. Crisis intervention

10. DingTalk Enterprise Hybrid Base Project Management Service

1) Initiation Phrase:

a. Actions

• Discuss with Party A's project manager to confirm the project management system, project objectives, scope and milestones of each stage.

• Establish a projct temand hold a project kickoffmeting

b. Deliverables: Kickoff Documention

2) Planning Phrase:

a. Actions

• Work breakdow structure &resource maping.

• Produce project plans.

b. Deliverables: Project Plan

3) Execution Phrase:

a. Actions

• Organize project meetings and implement the project according to plans.

• Implement project change control and risk management measures.

• Prepare and manage various project documents.

b. Deliverables: Project Change Log, Project Risk List, Acceptance Materials

4) Monitoring Phrase:

a. Actions

• Monitor project status and execution, identify deviations in a timely manner and take corrective measures and submit project status reports regularly at various stages.

• Paricipate in key project meetings and decision-making.

b. Deliverables: Stage Reports, Weky Progress Reports

5) Closure Phrase:

a. Actions

• Complete project acceptance.

• Archive project materials.

b. Deliverables: Project Acceptance Report

Service Validity Period Explanation

1. Instant Activation Type:

DingTalk Pro Service Package, DingTalk Enterprise Base Service Package, DingTalk Enterprise Access & Data Security Service Package, DingTalk Enterprise Openness & Integration Service Package, DingTalk Hybrid Base Initial Deployment Service,DingTalk Hybrid Base Project Management Service.

• Service Validity Start: The service validity period begins on the date of successful purchase and lasts for 12 months.

• Early Termination Conditions: The service will automatically terminate when the customer signs the Service Acceptance Confirmation Form, regardless of whether the 12-month period has been completed.

2. Continuous Service Type:

DingTalk Enterprise App Customization Service Package, DingTalk Enterprise Hybrid Cloud & Compliance Service Package, DingTalk Hybrid Base Annual Upgrade Service,DingTalk Hybrid Base Remote O&M Support.

• Service Validity Period: The service validity period starts from the date of successful order payment and lasts for 12 months.

Acceptance Criteria

1.DingTalk Pro Service Package

Total Project Acceptance Criteria:

• Completion Timeline: Deliver and notify the client of 100% activation of subscribed services within 90 calendar days.

• Delivery Completion: Customer’s activation of the service package constitutes full delivery.

Deliverables Acceptance Criteria:

• Service Activation Confirmation Letter (Signed and stamped by the client)

• Customer Service Group Log Report (Including Problem Resolution Rate and Response Time Log)

2.DingTalk Enterprise Base Service Package

Total Project Acceptance Criteria:

• Organization Expansion Completed and Advanced Certification Passed (Visible as "Advanced Certification" in the Client)

• Security Features (Global Watermarking, Departure Data Management) Configured and Effective, Passing Customer Testing and Validation

Deliverables Acceptance Criteria:

• Organization Expansion Completion Report

• Security Features Configuration Checklist

3.DingTalk Enterprise App Customization Service Package

Total Project Acceptance Criteria:

• iOS/Android/Windows/Mac Four-Platform Applications Successfully Launched (Verifiable on App Store/Enterprise Distribution Platforms)

• First Year Guarantee: No Installation Failures Due to Certificate Expiry

Deliverables Acceptance Criteria:

•App Launch Completion Confirmation Letter (Including Screenshots of Platform Backend Status)

4.DingTalk Enterprise Access & Data Security Service Package

Total Project Acceptance Criteria:

• Security Policies (Anti-Screenshot,Sensitive Word Management) Fully Cover Target Groups/Personnel.

• DEMO Case Testing Pass Rate 100% (Customer Signs the "Test Acceptance Form").

Deliverables Acceptance Criteria:

• Security Policies Configuration Report (Including Scope of Policy Effectiveness)

• Test Validation Record Form (Including Test Screenshots and Result Logs)

5.DingTalk Enterprise Hybrid Cloud & Compliance Service Package

Total Project Acceptance Criteria:

• Network Proxy & Database Gateway deployment completed and verified via DingTalk Center connectivity tests(Including ping & telnet validation).

• File operation audit logs can be successfully retrieved via API (Client self-validation required).

Deliverables Acceptance Criteria:

• Network Proxy/Database Gateway Deployment Acceptance Report (Including Network Topology Diagram and Test Results)

• Audit Function Activation Confirmation Letter (Customer Signature Required)

6.DingTalk Enterprise Openness & Integration Service Package

Total Project Acceptance Criteria:

• Corporate Account Migration Completed:Original Personal Accounts Marked as "Deactivated"

• Historical Data Migration Completeness: ≥99.9%

Deliverables Acceptance Criteria:

• Migration Completion Confirmation Letter (Including a Summary of Migration Logs)

• Data Integrity Verification Report (MD5 Checksum Comparison Table)

7.DingTalk Hybrid Base Initial Deployment Service

Total Project Acceptance Criteria:

• All deployed modules (Address Book, IM, File Management, Search, Interconnectivity) have achieved normal operation of basic functionalities.

• Monitoring coverage of core components is ≥95%.

Deliverables Acceptance Criteria:

8.DingTalk Hybrid Base Annual Upgrade Service

Total Project Acceptance Criteria:

• After the upgrade, 100% of the core module functionalities (Address Book, IM, File Management, Search, Interconnectivity) are available.

• No critical system defects (P0-level failures) are present post-upgrade.

Deliverables Acceptance Criteria:

9.DingTalk Hybrid Base Remote O&M Support

Total Project Acceptance Criteria:

• Service Provider shall respond to and resolve issues in accordance with the agreed service standards, deliver corresponding deliverables, and the service will be deemed fully delivered upon completion of the 12-month service period.

Deliverables Acceptance Criteria:

10.DingTalk Hybrid Base Project Management Service

Total Project Acceptance Criteria:

• Project has been executed per schedule, achieving 100% completion of deployment, upgrades, and operations & maintenance (O&M) objectives, including key milestones such as hybrid cloud integration testing and annual upgrades.

• The project management process strictly followed the SOW (Statement of Work)-defined workflow (Initiation → Planning → Execution → Monitoring → Closure), and the customer has formally signed the Project Acceptance Report (PAR) to acknowledge completion.

Deliverables Acceptance Criteria: