Version: v2.0
Updated Date: September 19, 2024
This Service Terms constitute the standard support service for the Salesforce on Alibaba Cloud Products ("Products"), and is entered into by and between you (“Customer” or “you”) and Alibaba Cloud Computing Co., Ltd. with its affiliate (“Alibaba Cloud” or “we”). Alibaba Cloud will provide applicable standard after-sales support services for Products (“Support Services”) subject to this Service Terms at no additional charge.
Please Read Carefully: Unless otherwise specified in any applicable Additional Agreements, this Service Terms does not apply to any Beta Products, free trial, or free services, etc.
This Service Terms is written in both Chinese and English. In the event of any discrepancy between the Chinese text and the English text, the Chinese text shall prevail.
Capitalized terms have the definitions set forth herein and in Salesforce on Alibaba Cloud Products Terms of Service.
1. Scope of Support Services for Products
1.1. The scope of Support Services for Products includes:
1.1.1. Handling technical issues and malfunctions related to the functionalities of Products.
1.1.2. Handling technical issues and malfunctions related to the APIs of Products.
1.1.3. Providing support related to service subscriptions and service authorizations of Products.
1.2. The scope of Support Services for Products does NOT include:
1.2.1. Informal version of products modules, such as Beta Products, free trial, or Free Services, etc.
1.2.2. Implementation and delivery services for Products.
1.2.3. Password retrieval and resetting for Users other than instance administrators.
1.2.4. Modification of user information for Users other than instance administrators.
1.2.5. ISV applications developed for or upon Products provided on Alibaba Cloud Marketplace, unless explicitly specified that support services are provided by Alibaba Cloud.
1.2.6. Implementing or managing products, services, and technical services unrelated to Products, as well as enabling and integrating third-party products such as databases, networks, or communication systems.
1.2.7. Creating or testing customized code related to Products, including SOQL queries.
1.2.8. Development Support for custom applications and code, including related technical, performance issues, and malfunction handling.
1.2.9. Tools and plugins for Products that are NOT officially provided by Salesforce, Inc. and its Affiliates or Alibaba Cloud.
1.2.10. Real-time monitoring of activities such as deployments of custom applications and code Metadata, etc., Sandbox refreshes and Performance testing.
2. Support Service Content
2.1. Obtaining Support
You can contact Alibaba Cloud to obtain Support Service for Products through the following ways:
2.1.1. Submit a ticket online via the Alibaba Cloud Website's ticket service system (including domestic and international sites).
2.1.2. Submit a ticket by phone through the Alibaba Cloud service support hotline (+86 400-80-13260) (domestic site only).
2.2. Incident Severity Levels
Alibaba Cloud categorizes the tickets you submit for Products into four incident severity levels, ranging from critical to normal, according to the degree of impact on your actual business operations.
Incident Severity Level | Description |
Level 1 - Critical | Business stopping and no acceptable workaround. Imminent threat to key business or near-term business milestones posing financial risk |
Level 2 – Urgent | Key business impacting, no workaround |
Level 3 - Important | Key business impacting with workaround, OR non-key business impacting no workaround |
Level 4 - Normal | Non-key business impacting with workaround, OR not business impacting |
2.3. Support Service SLA
Based on the Incident Severity Level of the tickets you submit and the version of Products you have purchased, Alibaba Cloud commits to the following support service SLA:
Article | Edition or Type | Support Service SLA |
Customer Relationship Management (“CRM”) | Unlimited Edition - CN | Enhanced Support Service SLA |
Enterprise Edition - CN | Standard Support Service SLA | |
Other Editions | ||
Connected Experience Gateway (“CXG”) | All Editions | Support Service SLA determined by the corresponding CRM editions |
Incident Severity Level | Initial Response Time | |
Standard Support Service SLA | Enhanced Support Service SLA | |
Level 1 - Critical | Within 2 business days (8x5 support) | Within 1 hour (24x7 support) |
Level 2 – Urgent | Within 2 hours (24x7 support) | |
Level 3 – Important | Within 4 hours (8x5 support) | |
Level 4 – Normal | Within 8 hours (8x5 support) | |
Note 1: For tickets with Level 1 - Critical and Level 2 - Urgent, you need to provide specific impacts on your business (such as whether it affects key business, if there is an acceptable workaround, the number of affected users, potential financial risks, etc.). Based on the information provided, Alibaba Cloud may adjust your ticket's incident severity level and provide the corresponding support service SLA.
Note 2:
“Business Day” means times other than statutory holidays and rest days as defined by the People's Republic of China, typically Monday to Friday.
“Business Hours” means Beijing Time from 9:00 AM to 6:00 PM.
“8x5 Support” means Support Services provided for 8 hours daily (during business hours), 5 days a week (business days).
“24x7 Support” means Support Services provided 24 hours a day, 7 days a week (including business days, rest days, and statutory holidays).