Support:Support Plans - Service Health Dashboard (SHD)

1. Service overview

Alibaba Cloud Service Health Dashboard (SHD) displays the real-time service status of Alibaba Cloud products across regions. You can use SHD to check service status and maintenance information for major Alibaba Cloud products.

2. Scope of service

• Displays the running status of major Alibaba Cloud products across regions.

• Push notifications for planned product maintenance events.

• Notifications for anomalous activity.

The scope of service does not include:

• Code development.

• Configuration guidance or troubleshooting for third-party software that is not listed in the appendix.

• Managed services for third-party software, including installation, patch updates, testing, fault diagnosis, and optimization.

Note: For third-party software issues outside the scope of this service, visit the Alibaba Cloud community for free advice or contact sellers on Alibaba Cloud Marketplace for assistance.

3. Prerequisites

SHD provides a visualization page and API access for retrieving the running status of Alibaba Cloud services across regions. When you use the API, you must follow Alibaba Cloud API access rules as documented in the service description and statement of work.

3.1 Division of responsibilities

3.1.1 Customer and Alibaba Cloud

Customers can use the webpage or API to query the service status of products across regions.

3.1.2 Customer

Query the service status on the visualization page.

Query the service status using the API.

3.1.3 Alibaba Cloud

Provides information about the running status of Alibaba Cloud products across regions.

3.1.4 Definition of done

Customers can query the running status and event information of Alibaba Cloud products across regions by using the webpage or API.

4. Service SLA

SHD displays the running status of Alibaba Cloud products and allows you to query events.

5. Service flow

If you have questions about information obtained from SHD, submit a ticket for assistance.

6. Acceptance criteria

Alibaba Cloud provides the following deliverables for service acceptance:

1. Query the running status of major Alibaba Cloud products across regions.

2. Query information about scheduled events for Alibaba Cloud products.

   1. If a scheduled event occurs, a notification and the event details are displayed in the recent events section.

   2. For scheduled events, we provide related content, such as pre-event plans, potential issues and procedures during the event, and post-event reviews.

3. Query messages about Alibaba Cloud product maintenance events.

   1. If a maintenance event occurs on a given day, the event is marked on the SHD webpage.

   2. You can query the details of the maintenance event on the webpage or by using the API.

   3. Maintenance events are displayed and archived for one year for you to query.

4. Anomalous activity messages for Alibaba Cloud products

   1. If a major anomaly occurs on a given day, the anomaly is marked on the SHD page.

   2. You can query the details of the anomaly on the webpage or by using the API.

   3. Anomalies are displayed and archived for more than five years for you to query.

7. Completion flag

The service is complete when the customer finishes their activities and accepts the deliverables.