Support:Customer Success Advisory Services Statement of Work

1. Service Overview

Customer Success Advisory Services focus on your core business scenarios, objectives, and cloud strategy. Alibaba Cloud analyzes the gap between your digital transformation goals and current state, then develops a success plan covering strategic goal decomposition, value propositions, implementation design, resource planning, and MVP validation. The team also evaluates implementation outcomes and provides continuous partnership throughout your digital transformation journey.

2. Scope of Services

The service covers five lifecycle stages: service strategy, solution design, adoption, service transformation, and continuous improvement. This engagement focuses primarily on the strategy and design stages while providing advisory support for the remaining three stages (transformation guidance, operation monitoring, and feedback evaluation).

Alibaba Cloud's scope of work during the service lifecycle includes:

• Conducts research and analysis of the customer's IT infrastructure, business departments, and application systems through interviews aligned with service direction and business scenarios, and delivers research reports.

• Designs the customer success service plan based on research findings and workshops.

• Delivers a comprehensive service report through project execution, on-site monitoring, and guidance.

• Provides expert guidance and support during service plan implementation and monitoring.

• Evaluates outcomes and delivers an action improvement plan based on service plan implementation results.

The following items are excluded from this service:

• Implementation of additional products, solutions, or human resources beyond the service design.

• Application transformation, application design, or database logical structure design.

• Application systems not explicitly identified as "in scope."

• Design and build of cloud platform infrastructure and environment.

• Application-related development or specific application and database transformation design.

• Communications infrastructure and components required for implementation.

3. Prerequisites

• The customer must request the service at least 15 working days in advance. Both parties must agree on service requirements and objectives.

• The service is executed at the customer's office.

• The customer must provide a suitable work environment at the start of the service, including desks, chairs, restrooms, power outlets, and network connectivity. The environment must be free of harmful gases and provide adequate protection against harsh weather for Alibaba Cloud personnel.

• All work records and documents use Chinese or English as the working language, provided in Microsoft Word, PowerPoint, Excel, or Project format.

• Communication methods include Internet, fax, email, and paper media, as agreed by both parties.

• The standard service cycle is 6 months, delivered through a combination of on-site and remote service. Both parties confirm the start and end dates.

4. Service Content

By understanding the customer's digital transformation goals and combining their public cloud and hybrid cloud status with core business value objectives, Alibaba Cloud develops customer success service plans. These plans include service formation, resource arrangements, target decomposition, and action plans to support goal achievement and business success.

Core business scenarios currently span three directions: digital marketing, production-sales collaboration, and intelligent customer service.

4.1 Customer Success Service (Standard Edition)

Covers 1 core business scenario. The specific scenario direction is determined based on customer needs.

The service cycle encompasses five stages: (1) AS-IS analysis, including high-level interviews and comprehensive research, producing a customer success research report; (2) discussion and solution design, using research insights and digital strategy seminars to formulate a service plan; (3) execution and monitoring, including MVP verification, producing a comprehensive service report; (4) knowledge transfer, offering expert support, product guidance, and training to enhance digital capabilities; (5) continuous improvement, with effect evaluations and action improvement plans based on implementation outcomes.

The specific contents are as follows:

4.1.1 AS-IS and TO-BE Analysis

1) IT Infrastructure Analysis

Gather data on the customer's existing IT infrastructure and its impact on business applications. Assess the current state of IT operations and management to inform subsequent digital analysis.

2) Business Status and Application System Analysis

Through remote data collection and on-site communication, investigate the customer's current business situation and application systems within the core business scenario (digital marketing, production-sales collaboration, or intelligent customer service). Understand the customer's long-term planning for business and applications to determine initial business success goals.

3) High-level interviews

Conduct interviews with senior management (CEO, CIO/CTO, business department heads, IT/Digital leaders) to understand strategic objectives, business direction, and digital transformation goals. Focus on the core business scenario to comprehensively analyze the path from strategic objectives to digital implementation, informing the customer success plan.

4.1.2 Discussion and solution design

1) Digital Strategy Workshop

Based on current-state research and goal analysis, share digital solutions and industry best practices from Alibaba Cloud and global partners. Organize regular workshop seminars (2 executive seminars + industry digital transformation seminars per 6-month period) to clarify pain points, specific goals, core values, and reach consensus on the digital implementation direction.

2) Customer Success Plan Design

Based on the research and workshop outcomes, develop the customer success service plan for the core business scenario. The plan leverages digital solutions, cloud services, and industry best practices from Alibaba Cloud and global partners, covering: strategic goal decomposition, value propositions, implementation path design, landing plans, resource arrangements, and MVP pilot scenario design. Each stage goal includes clear value metrics to measure ROI. Note: Additional costs may apply for service landing that requires extra product solutions or human resources.

4.1.3 Landing execution plan and monitoring

Guide and assist the customer as an expert consultant to execute the service plan, monitor project action implementation, and track business outcomes. Through MVP or POC pilots, identify blockers and risks, and produce monthly comprehensive service reports (implementation status, problems and risks, business value assessment) to ensure successful delivery.

Business growth support: regularly monitor cloud product usage and performance, and provide optimization suggestions to help customers leverage Alibaba Cloud's technical advantages for business growth, including new feature recommendations, product upgrades, and optimization guidance.

4.1.4 Knowledge transfer and empowerment promotion

Provide industry and product solution support based on the service plan implementation. Deliver subject matter expert (SME) seminars and relevant training (such as digital transformation topics) through online/offline sessions to help customers understand and effectively use products to improve digital capabilities. Note: Clouder cloud basic training is free; customized training with transformation case studies incurs additional costs.

4.1.5 Continuous improvement and feedback

During the service cycle, conduct VIP customer experience surveys based on design objective achievement and project feedback. Internal expert teams provide timely service and product improvement plans, forming a PDCA closed-loop to enhance the customer experience on Alibaba Cloud.

Overview of strategic objective analysis and scheme design process

4.2 Consulting Services Supplement Package

If the Standard Edition cannot cover the required service cycle or complex business scenarios, introduce a consulting service supplement package for incremental services. Service types include domain expert services and digital project management services. Each unit contains 50 person-days.

4.3 Customer Success Service (Premium Edition)

Covers three core business scenarios (digital marketing, production-sales collaboration, and intelligent customer service) with a 9-month service cycle. Customers may adjust business scenarios based on actual needs; final scope is subject to mutual agreement.

5. Service process

Official website order payment > Project preparation > Status investigation > Solution design > Implementation and empowerment > Consulting service acceptance

Process description:

Stage	Description	Completion Criteria
Official website order payment	Customers can purchase through the official website (with enterprise discount) or through an offline bundled contract.	Completion of payment
Project preparation	Identify Customer, Alibaba Cloud and third party stakeholders Determine project objectives and acceptance criteria Prepare and agree on project plan	Both parties confirm the Project Consulting Plan and agree on the project plan
Target status analysis	IT infrastructure research, business sector status and application system research, high-level interviews.	Collect current-state information and requirements; both parties confirm the Customer Success Research and Analysis Report.
Scheme design	Digital Strategy Workshop and Customer Success Service Program Design	2 executive seminars + industry digital transformation seminars; both parties confirm the Customer Success Service Plan.
Implementation of Landing and Empowerment Promotion	Service project promotion, landing monitoring and guidance Expert training or seminars Provide industry solutions and product solution support	Complete landing monitoring and guidance, deliver the Customer Comprehensive Service Report, and complete digital transformation training/seminars.
Continuous improvement and feedback	Customer experience survey, effect evaluation and continuous improvement	Both parties confirm the Effect Evaluation and Action Improvement Plan.
Acceptance of consulting services	Organize and issue relevant documents Organize the project acceptance report	Alibaba Cloud submits the Customer Success Consulting Service Acceptance Report, signed by the customer.

6. Key Milestones

The consulting services project has six major milestones:

The project start time (T) is defined as the date when the Customer Success Consulting Service Contract is signed or the online order payment is completed. The service period is 6 months (M). The detailed implementation plan will be adjusted based on actual project conditions, subject to mutual confirmation.

No.	Work Content	Completion time
1.1	Project preparation	T +5 days
1.2	Status investigation and requirements analysis	T+1M
1.3	Discussion and solution design	T+2M
1.4	Execution planning and monitoring	T+4M
1.5	Knowledge transfer and empowerment promotion	T+2M~6M
1.6	Continuous improvement and feedback	T+2M~6M

7. Customer Responsibility

• The customer must assign 1 customer success manager to coordinate with Alibaba Cloud for smooth service delivery. This person is responsible for coordinating both parties (e.g., arranging relevant personnel for business research and executive seminars), and for reviewing and accepting Alibaba Cloud services.

• The customer must arrange relevant business personnel to participate in research, meetings, and reviews as planned, and provide the project team with current-state information and expected objectives.

• The customer must arrange relevant technical personnel (requirements, design, development, operations, and QA) as planned, and provide the project team with accurate technical status information and expected goals.

• The customer must arrange relevant supervisors and decision makers to participate in major meetings and milestones, stay informed of project progress, and facilitate timely resolution of issues.

• The customer must coordinate the participation of other resources as planned and provide the project team with accurate status information and expected goals.

8. Acceptance Criteria

Project acceptance can be initiated when the following conditions are met:

• Alibaba Cloud submits the following project reports to the customer:

Project Phase	Deliverables	Deliverables	Deliverable Type
Status quo investigation	Current situation investigation and demand analysis	Customer Success Research and Analysis Report	Documentation
Discussion and Scheme Design	Digital Strategy Seminar and Customer Success Service Scheme Design	Customer Success Service Plan	Documentation
Implementation of landing	Service project promotion, landing monitoring and guidance	Comprehensive Customer Service Report	Documentation
Empowerment Promotion	Expert training or seminars	Digital Transformation Training/Workshop	Training/Meetings
Continuous improvement and feedback	Effect evaluation and continuous improvement	Effect Evaluation and Action Improvement Program	Documentation

• After the project reports are submitted, the customer must confirm the plan within 5 working days. If there is no objection, both parties confirm the Acceptance Report.

• Confirming the Service Acceptance Report constitutes completion of the acceptance.

9. Conclusion

Upon acceptance, the consulting service will be marked as completed, and we look forward to assisting you in achieving your business success.