1. Overview
1.1 Introduction
Alibaba Cloud Well-Architected service offer enterprises comprehensive consulting and implementation support in alignment with Well-Architected Framework and best practices. Covering the five foundational pillars- security, reliability, cost optimization, operational excellence, and performance efficiency, our services empower businesses to maximize cloud utilization and management effectively.
Security: Conduct thorough assessments of architectural security and compliance, offering sophisticated security recommendations and solutions to ensure robust protection of data and systems.
Cost Optimization: Analyze the client’s architecture and usage to offer cost-optimization suggestions and best practices, enabling enterprises to construct cost-efficient architectures on the Alibaba Cloud platform.
Performance Efficiency: Evaluate performance bottlenecks in existing architectures, offer optimization advice, and design flexible, scalable architectures to meet the business growth needs of enterprises.
Reliability: Assess the reliability of systems and offer advice on failover, backup, and recovery to ensure system reliability under all circumstances.
Operational Excellence: Evaluate the current operational management of enterprise architectures, providing recommendations on automation, monitoring, and continuous delivery to help establish efficient operations processes and management systems.
Well-Architected service provides the following two sub-services that you can choose from based on your business requirements:
Well-Architected Service (mandatory, choose one of the following):
Well-Architected Consulting Service: A basic version that provides approximately 5 working days of Well-Architected consulting services.
Well-Architected Implementation Service: An implementation version offered on a fixed man-day basis (see section 2.2 for the scope of the implementation version of Well-Architected Services).
Any work or solution that is not defined in this statement of work is excluded from the scope of this project.
2. Service Scope
The following service scope is categorized into two editions: Well-Architected Consulting Services and Well-Architected Implementation Services. You can select the edition based on your business requirements.
2.1 Well-Architected Consulting Services
Well-Architected provides the following services:
The service includes an estimated five working days of Well-Architected consulting services. The delivery method is flexible, but an on-site assessment, lasting no more than two man-days, may be provided based on project requirements.
Investigation and evaluation: Conduct a survey and analysis of the current cloud architecture using tools, questionnaires, and customer interviews.
Analysis and recommendations: Based on the survey results, provide analysis and recommendations for improvements, along with a related improvement plan.
Improvement recommendations: Offer explanations, priority assessments, and cost evaluations for improvement recommendations across the five foundational pillars.
Improvement plan: Develop a comprehensive improvement plan design based on prioritization and cost evaluation.
Notes:
Investigation and evaluation relies on Alibaba Cloud products (e.g., Cloud Governance Center, Advisor, Config) for fundamental information collection and evaluation. Customer must complete activation and information collection before the service commences.
This is a consulting service and does not include the implementation of recommended improvements.
Alibaba Cloud shall not be liable for schedule delays caused by the customer.
Alibaba Cloud is not responsible for providing any technical documentation other than Alibaba Cloud official documentation and documents within the scope of this project.
Alibaba Cloud is not responsible for any implementation or maintenance work of the customer's business system.
Alibaba Cloud is not responsible for troubleshooting or providing technical support for third-party software and application systems that are not offered by the Alibaba Cloud platform.
2.2 Well-Architected Implementation Service
Well-Architected Implementation provides the following services:
The service includes an estimated five working days of Well-Architected implementation services. The delivery method is flexible, but based on project requirements, an on-site visit, lasting no more than two man-days, may be provided based on project requirements.
Investigation, evaluation and implementation: Execute detailed design and implementation work based on improvement recommendations produced from Well-Architected Consulting.
Investigation and evaluation: Conduct detailed surveys for improvement recommendations related to a specific pillar of the Well-Architected.
For the Cost Optimization pillar: Investigate the customer's expected cost-sharing system and current status.
For the Security pillar: Examine the client's current data encryption classification status.
For the Reliability pillar: Assess the current state of the customer's cloud technology architecture.
For the Operational Excellence pillar: Evaluate the customer's current maintenance practices and automation level.
For the Performance Efficiency pillar: Collect information on the customer's cloud applications, middleware, and databases.
Solution design: Develop actionable solution designs based on improvement recommendations for a particular Well-Architected pillar.
Such as the cost allocation solution design for the Cost Optimization pillar.
Such as the data encryption solution design for the Security pillar.
Such as the Gray Release solution design for the Reliability pillar.
Such as the infrastructure as code solution design for the Operational Excellence pillar.
Such as the performance optimization solution design for the Performance Efficiency pillar.
Solution implementation: Execute specific validation and implementation tasks based on the improvement solution design.
Solution implementation: Completion of specific validation and implementation work based on the improvement plan design.
Notes:
This implementation service does not cover Well-Architected consulting work; it solely completes detailed solution design and implementation based on the already-produced improvement recommendations.
The service is provided based on man-day calculations, and a single service package does not entail specific implementation goal design. The quantity of implementation services is determined by mutual agreement between both parties, defining implementation goals and deliverables (Well-Architected Implementation Plan).
Alibaba Cloud shall not be liable for schedule delays caused by the customer.
Alibaba Cloud is not responsible for providing any technical documentation other than Alibaba Cloud official documentation and documents within the scope of this project.
Alibaba Cloud is not responsible for any implementation or maintenance work of the customer's business system.
Alibaba Cloud is not responsible for troubleshooting or providing technical support for third-party software and application systems that are not offered by the Alibaba Cloud platform.
3. Prerequisites
The customer must apply for the service at least 15 working days before they place the order. This way, Alibaba Cloud can evaluate the customer's business objectives and check the feasibility of the schedule to determine whether to accept the application.
If the application involves a large amount of resources, it is recommended that the customer apply for the service one month in advance. This way, Alibaba Cloud can communicate with suppliers to check whether the required resources are available.
The customer shall provide Alibaba Cloud with all necessary documents, information, data, diagrams, system permissions, and remote access channels in an efficient manner to enable Alibaba Cloud to provide services. All such information is subject to the confidentiality clauses attached to the statement. The customer agrees that all information disclosed or to be disclosed to Alibaba Cloud is true, accurate, and not misleading.
Alibaba Cloud provides Well-Architected services through phone calls, DingTalk, and emails. There are no limits on the location where Alibaba Cloud provides services.
Alibaba Cloud provides services between 9:00 am to 6:00 pm (UTC+8) Monday to Friday, except for national holidays.
The project managers designated by the customer and Alibaba Cloud shall use mutually agreed communication methods to transfer the written information required for the project. Optional communication methods include DingTalk, fax, and email.
All project deliverables are in Chinese or English, and the working language is Chinese or English. All deliverables are submitted as electronic copies in Microsoft Office formats, including PowerPoint, Word, Excel, and Visio.
The customer and Alibaba Cloud shall work on the project according to the work plan, staffing plan, and start and end dates that are agreed upon by both parties in advance. Alibaba Cloud shall not be liable for project delays that are caused by delays in the launch of the customer's relevant business systems.
If the customer or Alibaba Cloud wants to introduce a third party, the customer or Alibaba Cloud shall be responsible for signing contracts with the third party. Alibaba Cloud is not responsible for the actions or delays caused by the subcontractors or vendors used by the customer. The customer is not responsible for the actions or delays caused by the subcontractors or vendors used by Alibaba Cloud.
Neither party is liable for special, incidental, or indirect damages, or consequential economic damages (this includes loss of profits or discounts) under this contract, even if the party has been informed of the possibility of such damages.
As the primary entity responsible for operations and maintenance, the customer is required to conduct maintenance activities related to their own business operations.
4.Responsibilities
4.1 Customer and Alibaba Cloud
The customer may independently purchase the Well-Architected Consulting Service, the Well-Architected Implementation Service, or a combination of both.
The service is established upon review and communication with Alibaba Cloud.
The customer and Alibaba Cloud negotiate to confirm the business objectives and service scope of Well-Architected.
Service Type | Phase | Task Name | Task Details | Customer | Alibaba Cloud |
Well-ArchitectedConsulting Service | Investigation | Investigation | Conduct a survey and analysis of the current cloud architecture using tools, questionnaires, and customer interviews. | A/S/C/I | R/I |
Analysis and recommendations | Improvement recommendations | Provide detailed explanations of improvement recommendations, along with priority assessments and input cost evaluations, focused on the five foundational pillars. | A/S/C/I | R/I | |
Improvement plan | Develop an improvement plan for the Well-Architected based on priority assessments and input cost evaluations. | A/S/C/I | R/I | ||
Well-Architected Implementation Service | Investigation | Conduct the necessary detailed research to finalize improvement recommendations for a specific pillar of the Well-Architected. | A/S/C/I | R/I | |
Solution design | Develop an actionable solution design based on improvement recommendations for a specific pillar of the Well-Architected. | A/S/C/I | R/I | ||
Solution implementation | Conduct specific validation and implementation tasks based on the improved solution design. | A/S/C/I | R/I | ||
Notes: R for Responsible, A for Accountable, C for Consulted, I for Informed, and S for Support.
4.1.1 Customer Responsibilities
The customer must appoint a project manager with the required expertise and experience as the main contact person for communication with Alibaba Cloud. The project manager has full authority to make decisions on all aspects of the project on behalf of the customer, and is directly responsible for the planning, coordination, supervision, and control of project implementation. The project manager is also responsible for troubleshooting and solving any issues that occur during project implementation.
Provide current technical, business, and infrastructure status and pain points, and collaborate with Alibaba Cloud technical experts to review and evaluate consulting reports and plans.
The project manager of the customer is responsible for coordinating all resources to lead the investigation and technical verification work involved in the project.
Review the implementation plans and proposals developed by Alibaba Cloud, and provide confirmation in writing or via email regarding the specific plans and proposals submitted by Alibaba Cloud. The client shall not reject the technical recommendations or plans provided by Alibaba Cloud without valid technical justification.
Execute specific strategies, with implementation guidance provided by Alibaba Cloud due to security requirements.
As the primary entity responsible for operations, manage the maintenance and operation of cloud-based business activities.
Grant authorization to Alibaba Cloud to conduct 24/7 monitoring and analysis for related events.
4.1.2 Alibaba Cloud
Alibaba Cloud must appoint an experienced technical manager to communicate with the project manager from the customer, and manage the project and project team members from Alibaba Cloud.
Understand the customer's business objectives and scope, develop a project implementation plan, and obtain written confirmation from the client (including, but not limited to, email confirmation).
Alibaba Cloud must cooperate with the customer to validate the technical feasibility of the Well-Architected solution and help the customer resolve issues that occur in the validation process.
4.1.3 Completion Criteria
Completion criteria for Well-Architected Consulting Service
Complete the current situation survey and improvement recommendation consultation work as stipulated in the service scope.
Deliverable: Well-Architected Consulting Report
Completion criteria for Well-Architected Implementation Service
Complete the current situation survey, solution design, and solution implementation tasks as stipulated in the service scope.
Deliverable: Well-Architected Implementation Plan (not mandatory, subject to mutual agreement based on actual project circumstances)
4.2 Service Catalogue
Service Content: Well-Architected Service is tailored to the client's business objectives and includes the following services:
Phase | Service Catalog | Well-Architected Consulting Service | Well-Architected Implementation Service |
Investigation and Evaluation | Business status | Supported | |
IT governance norms | Supported | ||
Questionnaire | Supported | ||
Well-Architected Recommendation Survey | Supported | ||
Solution Design | Analysis and Improvement Recommendations | Supported | |
Improvement Plan | Supported | ||
Solution Design | Supported | ||
Implementation | Technical Validation and Implementation | Supported |
5. Service Level Agreement
Well-Architected Consulting Service
During on-site services, promptly address customer needs.
Provide 5*8 support through phone and DingTalk.
Establish a DingTalk group for service communications (ordinary DingTalk group serves as a communication channel, not part of the enterprise support plan).
Well-Architected Implementation Service
During on-site services, promptly address customer needs.
Provide 5*8 support through phone and DingTalk.
Establish a DingTalk group for service communications (ordinary DingTalk group serves as a communication channel, not part of the enterprise support plan).
6. Service Process
7. Acceptance Criteria
7.1 Acceptance List
Service | Phase | Details | Deliverables | Deliverable type |
Well-Architected Consulting Service | Investigation and Evaluation | Infrastructure/ Business status/ IT governance norms/ Questionnaire | Investigation Report | Document |
Solution Design | Improvement Recommendations /Solution Design | Well-Architected Consulting Report |
Service | Phase | Details | Deliverables | Deliverable type |
Well-Architected Implementation Service | Investigation and Evaluation | Well-Architected Improvement Item Investigation | Well-Architected Implementation Plan | Document |
Solution Design | Improvement Recommendations /Solution Design | |||
Implementation | Solution implementation |
7.2 Acceptance Criteria
In the project delivery process, Alibaba Cloud should provide consulting services regarding Well-Architected and record important information in documents. In the acceptance phase, the customer should focus on the quality of document content and confirm that the documents meet their requirements.
If the customer's business process requires internal reviews before Alibaba Cloud submits the deliverables, the customer must conduct and complete internal reviews before the agreed acceptance time.
If the document content needs to be modified after the review meeting, Alibaba Cloud must make the required modifications and submit the modified documents to the customer for acceptance. The customer must appoint a representative to sign for confirmation.
Due to ongoing changes in business, technology, and architecture, the Well-Architected Implementation Service does not offer post-acceptance solution adjustments or implementations.
Acceptance criteria for Well-Architected Consulting Service
Completion of the investigation, evaluation, and improvement recommendations/plan design tasks as stipulated in the service scope.
Well-Architected Consulting Report meets expectations.
Acceptance criteria for Service Well-Architected Implementation Service
Completion of solution implementation tasks as outlined in the service scope.
Well-Architected Implementation Plan meets expectations.
7.3 Acceptance Plan
Based on the deliverables and content listed for each phase in section 7.1. Acceptance Checklist, this project will follow the acceptance plan outlined below for project validation. The client agrees to assess the deliverables according to this acceptance plan.
No. | Acceptance Milestone | Content | Completion Indicator |
1 | Completion of Well-Architected Consulting Service, completion of Well-Architected Consulting Report | Well-Architected Consulting Report | Customer Confirmation |
2 | Completion of Well-Architected Implementation Services, completion of Well-Architected Implementation Plan | Well-Architected Implementation Plan | Customer Confirmation |
Where multiple Well-Architectued Implementation Services are purchased simultaneously, acceptance is conducted collectively, and deliverables are consolidated into the "Well-Architected Implementation Plan".
8. Project Completion
The project is completed after the customer confirms the acceptance.