Support:Health Check Service

1. Overview

1.1 Service description

This service checks your cloud IT system architecture, analyzes operational metrics, and assesses system efficiency, robustness, and security. It identifies risks and provides solutions to help you prevent business disruptions caused by architecture issues.

2. Service scope

2.1 Health check service scope

• The service scope includes:

  • The Alibaba Cloud expert team reviews your business systems' current architecture and expected goals. The team collects operational data, logs, and configuration information, assesses architectural health across all in-scope systems, provides targeted solutions for identified issues, and evaluates the impact of the current architecture on your goals.

  • The health check targets the existing architecture of business systems and big data applications by analyzing operational parameters and metrics of components such as hosts, networks, and storage.

• The service scope does not include:

  • Technical support for architecture refactoring.

  • Development of business systems or big data applications.

  • Detailed design of application and database transformations.

  • Application refactoring, application design, or database logical schema design.

  • Migration of application systems not explicitly defined as in scope.

  • Migration of data not explicitly defined as in scope.

  • Design and setup of cloud platform infrastructure and environments.

  • The communication infrastructure and components required for implementation.

  • Installation, configuration, or support for electrical, electronic communication, or cabling infrastructure and components.

  • Installation and configuration of non-IT equipment and desktop devices, such as desks, chairs, printers, air conditioners, uninterruptible power supplies (UPS), and tapes.

  Note: For third-party software issues outside the health check scope, visit the Alibaba Cloud community for free consultation or contact Alibaba Cloud Marketplace vendors.

3. Prerequisites

• Submit your service request at least 10 working days in advance so that Alibaba Cloud can assess the feasibility of your business goals and timeline.

• After Alibaba Cloud accepts the request, provide the necessary site, equipment, non-production environment, remote access channels, and permissions. Specify clear business goals such as peak traffic and concurrency. The office environment must be free of harmful pollutants. For outdoor environments, provide weather protection and ensure personnel safety.

• Review the implementation plan from Alibaba Cloud and confirm it in writing (for example, by email). Do not reject technically sound, mutually agreed-upon plans without a valid technical reason.

• As the primary operations and maintenance (O&M) entity, you are responsible for performing your own business-related O&M tasks.

• All project records and documents are in Chinese. Electronic documents are submitted in Microsoft Word, PowerPoint, Excel, or Project format.

• Use mutually agreed-upon communication methods during the project, such as DingTalk, the Internet, fax, email, and paper documents.

3.1 Division of responsibilities

3.1.1 Customer and Alibaba Cloud

1. The customer purchases the health check service.

2. Both parties agree on the specific business goals and scope for the service.

3.1.2 Customer

1. Define business goals, such as instance information.

2. Provide the site, equipment, necessary non-production environment, remote access channels, and permissions to help Alibaba Cloud deliver the service.

3. Cooperate with Alibaba Cloud to investigate system issues and participate in implementation, such as providing access permissions and allowing configuration reviews.

4. Review and confirm the Alibaba Cloud implementation plan in writing or by email. Do not reject technically sound suggestions without a valid technical reason.

5. Act as the primary O&M entity and be responsible for related O&M tasks.

3.1.3 Alibaba Cloud

The organization in charge of the project forms a health check implementation team.

• Understand the customer's business objectives and scope, develop an implementation plan, and obtain written confirmation (for example, an email) from the customer.

• Provide the service items specified in this statement of work, such as assessing the scope and timeline for health check instances, and provide recommendations to ensure system metrics meet business stability requirements.

3.1.4 Completion criteria

The service is complete when the Health Check Service Acceptance Report is submitted. The report covers network, elastic computing, storage, database, middleware, and security architecture checks.

3.2 Service items

Version Guide: The Basic Edition is for resource counts of 100 or fewer. The Enterprise Edition is for resource counts greater than 100 and up to 500.

Alibaba Cloud provides the following services:

3.2.1 Network architecture check

The Alibaba Cloud expert team collects and analyzes configuration parameters and operational metrics for network products such as Server Load Balancer (SLB), NAT Gateway, virtual private cloud (VPC), Elastic IP Address (EIP), and VPN Gateway. The team assesses network efficiency, robustness, and security, identifies risks, and provides targeted solutions.

After the check, you gain a clear view of your network components' status and risks, enabling preventive measures to avoid network-related disruptions.

3.2.2 Elastic computing architecture check

The Alibaba Cloud expert team collects and analyzes configuration parameters and operational metrics for elastic computing products such as Elastic Compute Service (ECS), Function Compute, High Performance Computing (HPC), and container service. Metrics include CPU, memory, and disk usage. The team assesses computing efficiency, robustness, and security, identifies risks, and provides targeted solutions.

After the check, you gain a clear view of your elastic computing components' status and risks, enabling preventive measures to avoid compute-related disruptions.

3.2.3 Storage architecture health check

The Alibaba Cloud expert team collects and analyzes configuration parameters and operational metrics for storage products such as Object Storage Service (OSS), Archive Storage (OAS), File Storage NAS, Elastic Block Storage, and Data Transport. Metrics include usage rate, growth rate, and IOPS. The team assesses storage efficiency, robustness, and security, identifies risks, and provides targeted solutions.

After the check, you gain a clear view of your storage components' status and risks, enabling preventive measures to avoid storage-related disruptions.

3.2.4 Database architecture health check

The Alibaba Cloud expert team collects and analyzes configuration parameters and operational metrics for database products such as ApsaraDB RDS, PolarDB, Elasticsearch, and Data Transmission Service (DTS). Metrics include usage rate, growth rate, and IOPS. The team assesses database efficiency, robustness, and security, identifies risks, and provides targeted solutions.

After the check, you gain a clear view of your database components' status and risks, enabling preventive measures to avoid database-related disruptions.

3.2.5 Middleware architecture health check

The Alibaba Cloud expert team collects and analyzes configuration parameters and operational metrics for middleware products such as Enterprise Distributed Application Service (EDAS), Performance Testing (PTS), and Message Queue. The team assesses middleware efficiency, robustness, and security, identifies risks, and provides targeted solutions.

After the check, you gain a clear view of your middleware components' status and risks, enabling preventive measures to avoid middleware-related disruptions.

3.2.6 Security architecture health check

The Alibaba Cloud expert team collects and analyzes configuration parameters and operational metrics for security products such as Anti-DDoS Pro, Web Application Firewall (WAF), and Server Guard. The team evaluates security policies and configurations across network, storage, middleware, and database products, assesses the overall security architecture, identifies risks, and provides targeted solutions.

After the check, you gain a clear view of your security posture and risks, enabling preventive measures to avoid security-related disruptions.

4. Service SLA

The deliverables for this service include a health check, a Health Check Plan, and a Health Check Report.

5. Service process

Application deadline: Submit your application at least 10 working days before the desired start date.

6. Acceptance criteria

The project acceptance process can begin when the following criteria are met:

• Alibaba Cloud submits the following project reports to you:

• After the reports are submitted, confirm the plan within 5 working days. If there are no objections, both parties sign the Project Acceptance Report.

• The project is considered accepted upon the signing of the Project Acceptance Report.

7. Completion flag

The health check service project is complete upon successful acceptance and signing of the Project Acceptance Report.