Support:Cloud Consulting Service Statement of Work

1. Service overview

This statement of work (SOW) defines the service catalog, scope, division of labor, and responsibility matrix for the cloud consulting project (the Project). This SOW is an attachment to the XXX Cloud Consulting Service Project Contract and shall comply with its terms and conditions. Alibaba Cloud Computing Ltd. (Alibaba Cloud, or Party B) provides professional solution design and consulting services to XXXX (Party A) during the Project.

2. Service scope

Party B provides the following services in the Project:

• Party B analyzes Party A's current business situation and generates an investigation report.

• Party B provides consulting services and solution design based on Party A's requirements.

• Party B does not provide solution design for application development or reconstruction of specific applications and databases.

Party B does not provide the following services in the Project:

• Reconstruction of applications, design of applications, and design of database logic

• Application systems that are not explicitly specified in the service scope

• Data that is not explicitly specified in the service scope

• Design and construction of the architecture and environment of cloud platforms

• Implementation of the required architecture and components of communication

• Installation, configuration, or support for the architecture and components of electrical equipment, electronic communication equipment, and cabling

• Installation or configuration of non-IT equipment and office devices, such as desks, chairs, printers, air conditioners, UPS, and tapes

3. Prerequisites

• The Project must be implemented at Party A's office location.

• Upon Project start, Party A must provide necessary office facilities, including desks, chairs, restrooms, mains power supply, outlets, and network cables. The office environment must be free from gases harmful to human health. Party A must protect against severe weather and ensure the safety of Alibaba Cloud staff.

• All Project work records and documents must be in Chinese per Party A's requirements. Electronic documents from Party B must be in Microsoft Word, PowerPoint, Excel, or Project format.

• During the Project, both parties must communicate in a mutually agreed manner. Options include Internet, fax, email, and written communication.

• If on-site services are required, both parties must negotiate and confirm the service start and end times, and Party B must sign an on-site report with Party A.

4. Services

Cloud consulting services help enterprises build digital implementation methods and paths throughout their lifecycles. Services include business blueprint design, intelligent application scenario design, and operations strategy design.

Objectives of the Project:

1. The Project aims to globally and systematically describe the top-level design and business blueprint of digital transformation for enterprises, refine the strategic vision and goal planning for digital transformation, and clarify the digital transformation path and digital capability building.

• Service 1: digital transformation consulting (top-level design)

  Party B investigates business fields to understand digital transformation goals, designs the overall transformation blueprint, develops the construction plan, and delivers the top-level design solution. Standard Edition (single business field): delivery within 2.5 months. Advanced Edition (up to three business fields): delivery within 4 months.

• Service 2: planning of business and digital services

  Party B provides blueprint planning for digital business and consulting for digital service system design across industries. Services include smart city and government affair design, marketing and supply chain transformation, and business mid-end consulting. Business Blueprint Edition (single business field): delivery within 2 months. Service Design Edition (single business field): delivery within 3 months.

• Service 3: consulting for data platforms and data applications

  Party B provides solution design to help customers plan data architecture (up to 50 data tables) or data application architecture (up to 50 data tables or tags), and plan the construction path. Supported scenarios: big data platform design, data application design, and data intelligence. Standard Edition (single business field): delivery within 2.5 months. Advanced Edition (up to three business fields): delivery within 4 months.

• Service 4: digital capability building

  Party B designs a digital training system and implements digital leadership and transformation capability training. Two sessions of systematic training are included, with Party B preparing materials, planning the system, and assigning lecturers. Standard Edition: delivery within 1.5 months.

• Cloud consulting service supplement plan

  If Standard or Advanced Edition plans cannot cover the required service cycles or complex scenarios, supplement plans provide incremental services. For data consulting, each supplement plan covers 15 data tables, metrics, or tags.

2. The Project aims to analyze different operations capabilities, develop operations strategies, improve business processes, and provide business support based on the competitive strategies of enterprises.

• Service 1: consumer asset operations

  Party B integrates global consumer assets, provides consumer insights and operations strategies, and plans lifecycle operations analysis to help enterprises implement omnichannel consumer operations. Includes design of a single strategy type (e.g., consumer lifecycle or loyalty system). Standard Edition (single strategy type): delivery within 2.5 months.

• Service 2: business operations consulting

  Party B analyzes digital operations capabilities, develops operations strategies, and provides business process improvement solutions. Solution implementation and support are optional. Covers single-type digital operations capability design, such as private traffic marketing, high-potential consumer operations, or consumer-commodity matching. Standard Edition (single strategy type, e.g., member recruitment or re-purchase): delivery within 2 months. Advanced Edition (strategy design plus implementation support): delivery within 4 months.

• Service 3: operations during festivals and promotional activities

  Party B provides guidance and consulting on operations strategies for festivals and promotional activities. Each plan covers a single activity. Multiple plans are required for different-scale scenarios or multiple activities (e.g., daily operations like money-off activities require one Standard Edition plan; large-scale events like Double 11 require multiple plans). Standard Edition (daily operations): delivery within 1.5 months.

• Cloud consulting service supplement plan

  If Standard or Advanced Edition plans cannot cover the required service cycles or complex scenarios, supplement plans provide incremental services. For festival and promotional operations, each supplement plan covers the investigation, sharing, or design of one scenario in a specific activity.

5. Service process

The Project involves the following phases: project kickoff, plan submission, business investigation, consulting service implementation, and acceptance.

The following table describes the service process.

Operation	Description	Completion criteria
Hold a project kickoff meeting	Determine Party A, Party B, and third-party stakeholders. Prepare a project kickoff meeting report. Hold the project kickoff meeting.	The project kickoff meeting is held, and the Project Kickoff Report is confirmed by both parties.
Submit a project plan	Determine project objectives and acceptance criteria. Prepare and reach an agreement on the project plan.	Both parties confirm and reach an agreement on the Project Consulting Plan.
Investigate the current business situation	Discuss requirements, summarize issues, and analyze business architectures.	After business investigation, the current business situation and relevant requirements are clarified, and best practices are shared.
Implement consulting services	Generate an investigation report or organize training.	Solutions are designed, application solutions are developed, and training is implemented.
Accept the consulting services	Verify, accept, and confirm the solutions.	The solutions are reported, interpreted, delivered, and accepted.

6. Project milestones

The Project has four milestones:

The Project start time is subject to the signing date of the XXX Cloud Consulting Service Project Contract.

No.	Main content	Completion time
2.1	Project preparation	T + X1 days
2.2	Business situation investigation and requirement analysis	T + X2 days
2.3	Solution design	T + X3 days
2.4	(Optional) Solution implementation and support	T + X4 days

7. Responsibilities of Party A

• Party A must assign a project leader responsible for coordinating both parties, managing the review and acceptance of Alibaba Cloud services, and coordinating relevant staff if Alibaba Cloud needs to investigate business systems.

• Party A must assign business staff to participate in business investigation, meetings, and review during implementation, and provide the project team with business situation and objective information.

• Party A must assign technical support staff responsible for requirements, design, development, O&M, and governance during implementation, and provide accurate information about the technical situation and expected objectives.

• Party A must assign supervisors or decision makers to participate in major meetings and milestones during implementation, stay informed of Project progress, and help resolve issues promptly.

• Party A must coordinate resources as planned during implementation and provide the project team with accurate information about the current situation and objectives.

8. Acceptance criteria

Project acceptance begins after the following criteria are met:

• The following table describes the project reports that Alibaba Cloud delivers to Party A.

Project stage	Delivery content	Deliverables	Deliverable type
Business investigation	Business investigation and requirement analysis	Business Investigation Report	Document
Solution design	A. Digital transformation solution	Top-level Design Consulting Solution Overall Blueprint Planning Report Business Application Design Solution Data Application Design Solution Digital Capability Training Solution and Results (Two sessions of training are included.)	Document
	B. Digital operations planning	Operations Strategy Solution	Document
(Optional) Solution implementation	Solution implementation, support, and review	Operations Implementation Solution and Review	Document

• After the reports are submitted, Party A must confirm the solutions within five business days. If both parties agree, they must sign an acceptance report.

• Project acceptance is complete once both parties sign the acceptance report.

9. Mark of completion

The consulting services are complete once the Project is accepted and the acceptance report is signed by both parties.