1. Overview
1.1 Introduction
The Cloud Hypercare Service of Alibaba Cloud offers support when you hold events that are critical to your business, such as big promotions, game launches, sports events, or launches of new systems. Cloud Hypercare Service can help you assess the end-to-end business architecture, eliminate risks and bottlenecks, improve system performance, and plan specifications, so that you can handle the traffic bursts and smoothly navigate through the critical events.
Any work or solution that is not defined in this statement of work (SOW) is excluded from the scope of Cloud Hypercare Service.
2. Service scope
2.1 The Cloud Hypercare Service includes:
Offering guidance on purchasing, using, and configuring the features, specifications, and architecture of Alibaba Cloud products and services. Best practices are provided.
Troubleshooting operational or systemic issues related to Alibaba Cloud resources.
Answering questions about the Alibaba Cloud Management Console or other Alibaba Cloud tools.
2.2 The Cloud Hypercare Service does not include:
Writing code.
Performing routine O&M, such as installation, testing, fault diagnostics, and optimization, for third-party software.
Note: For the issues of third-party software out of the service scope, the customer can go to Alibaba Cloud Community for consultation or contact software vendors in Alibaba Cloud Marketplace.
3. Prerequisites
The customer shall submit a service request at least 15 business days before the customer places an order. This way, Alibaba Cloud can evaluate the business objectives of the customer and check the feasibility of the schedule to determine whether to accept the service request.
If the customer requires a large amount of resources, the customer shall submit a service request one month in advance. This way, Alibaba Cloud can communicate with suppliers to check whether the requested resources are available.
After Alibaba Cloud accepts the service request, the customer shall provide resources that are necessary for Alibaba Cloud to provide the service, such as sites, equipment, permissions, non-production environments, channels for remote access, and business objectives.
The customer shall review the project implementation plan formulated by Alibaba Cloud and confirm the plan in writing in ways including but not limited to email. To ensure that the service can be implemented as scheduled, the customer shall not deny technical proposals or solutions that are confirmed by the customer and Alibaba Cloud, without a justified technical reason.
The implementation plan shall be executed by both parties according to the agreed timeline.
The customer shall be responsible for the O&M that is related to its business.
4. Division of responsibilities
4.1 Customer and Alibaba Cloud
The customer purchases Cloud Hypercare Service. Alibaba Cloud reviews the service request and communicates with the customer on the details. Then, the customer confirms the agreement.
The customer and Alibaba Cloud negotiate to confirm the business objectives and service scope of the Cloud Hypercare Service.
The following table describes the division of responsibilities.
Service | Phase | Task name | Task description | Customer | Alibaba Cloud |
Cloud Hypercare Service | Before an event | Readiness assessment | Assess the business of the customer and identify objectives of the event. | A/S/C/I | R/I |
Risk inspection | Perform inspection for the customer's cloud-based business to prevent potential risks. | A/S/C/I | R/I | ||
On-demand stress testing | Based on the requirement and objectives of the customer's business, perform stress testing to determine the suitable specifications and identify bottlenecks. | A/S/C/I | R/I | ||
Capacity assessment | Evaluate whether the current specifications and elasticity of the customer's business system fit the business objectives. | A/S/C/I | R/I | ||
Optimization for monitoring | Define the metrics, limits, and capabilities of monitoring cloud resources at the business layer, and optimize the existing monitoring system. | A/S/C/I | R/I | ||
Process optimization | Define the overall Cloud Hypercare Service process. | A/S/C/I | R/I | ||
Cloud resource assessment | Assess the cloud resources according to the business requirements and business objectives of the customer. | A/S/C/I | R/I | ||
Traffic protection planning | Design protection solutions and plan resources to handle potential traffic bursts. | A/S/C/I | R/I | ||
Security hardening planning | Evaluate and optimize the current security capabilities. | A/S/C/I | R/I | ||
Database optimization | Optimize database performance. | A/S/C/I | R/I | ||
Resource bottleneck optimization | Evaluate and handle existing resource bottlenecks. | A/S/C/I | R/I | ||
During an event | 24/7 emergency response group chat | Create an event management chat group that provides 24/7 services at key phases of the event. | A/S/C/I | R/I | |
Dedicated service manager support | Provide 24/7 services at key phases of the event. | A/C/I | S/R/I | ||
After an event | Event management summary | Summarize the services provided during the event and provide related reports. | A/C/I | S/R/I | |
Acceptance report | Provide acceptance reports. | A/C/I | S/R/I |
Note: R stands for Responsible, A stands for Accountable, C stands for Consulted, I stands for Informed, and S stands for Support.
S assists R in completing the task.
4.1.1 Customer
The customer shall appoint a project manager with the required expertise and experience to communicate with Alibaba Cloud. The project manager has full authority to make decisions in all aspects of the project on behalf of the customer, and shall be directly responsible for the planning, coordination, supervision, and control of project implementation. The project manager shall also be responsible for reporting issues and risks that occur during the project implementation.
The customer shall determine the business objectives based on metrics, such as peak traffic and concurrency.
The customer shall assist Alibaba Cloud with service implementation by offering necessary items, such as sites, equipment, permissions, non-production environments, and channels for remote access.
The customer shall cooperate with Alibaba Cloud engineers to conduct surveys to identify the issues that may exist in the business system. The customer shall also participate in the plan implementation, such as performing stress testing and troubleshooting.
The customer shall review the implementation plan that is formulated by Alibaba Cloud and confirms the implementation plan in writing. Upon confirming the plan, the customer shall not deny the technical proposal or solution provided by Alibaba Cloud, without a justified technical reason.
The customer shall implement the solutions for optimization and scaling.
The customer shall perform business-related O&M.
The customer shall authorize Alibaba Cloud to configure Anti-DDoS parameters and the defense bandwidths. The customer shall also authorize Alibaba Cloud to use Server Guard to scan for vulnerabilities of the system and Web applications, check the security of ports, and detect viruses and Trojans.
The customer shall authorize Alibaba Cloud to perform 24/7 monitoring on the system and to analyze the security events.
4.1.2 Alibaba Cloud
Alibaba Cloud shall appoint an experienced project manager to communicate with the project manager from the customer, and manage the project and project team members from Alibaba Cloud.
Alibaba Cloud shall organize the project and establish an expert support team.
Alibaba Cloud shall understand the objectives and scope of the customer's business, formulate an implementation plan, and acquire the written confirmation from the customer, which can be made in ways including but not limited to email.
Alibaba Cloud shall provide services in the catalog defined in this SOW, such as specifications assessment and cloud architecture optimization, and offer suggestions to ensure that the system metrics reach the business objectives.
During the service provision, Alibaba Cloud shall assist the customer with O&M and emergency response by providing technical suggestions and solutions.
Authorized by the customer, Alibaba Cloud shall configure Anti-DDoS parameters and the defense bandwidths and shall use Server Guard to scan for vulnerabilities of the system and Web applications, check the security of ports, and detect viruses and Trojans. Alibaba Cloud shall also formulate issue fixing solutions based on the detection results.
Authorized by the customer, Alibaba Cloud shall perform 24/7 monitoring on the system, analyze the security events, and formulate solutions to fix issues based on emergency plans.
4.1.3 Completion criteria
The Cloud Hypercare Service Acceptance Report that contains the following content is provided:
Suggestions or solutions provided by Alibaba Cloud based on the analytic results of the resources, stress testing, and architecture optimization.
Issues that are identified during the service provision and the corresponding solutions.
Reports and solutions for security events (if any).
The Cloud Hypercare Service is provided at key phases of the event.
The expiration time of the service shall be regarded as the mark of completion. Alibaba Cloud shall communicate with the customer before the expiration time upon completion-related matters and shall assist the customer in completing project acceptance.
4.2 Service catalog
The following table lists the services that are included in Cloud Hypercare Service.
Service | International Basic Edition | International Standard Edition | International Advanced Edition | Custom Edition | |
Before an event | Readiness assessment | Supported | Supported | Supported | On-demand |
Risk inspection | Supported | Supported | Supported | ||
Optimization for monitoring | Supported | Supported | Supported | ||
Process optimization | Supported | Supported | Supported | ||
Cloud resource assessment | Supported | Supported | Supported | ||
Traffic protection planning | Supported | Supported | Supported | ||
On-demand stress testing | Supported | Supported | |||
Capacity assessment | Supported | Supported | |||
Security hardening planning | Supported | Supported | |||
Resource bottleneck optimization | Supported | ||||
Database optimization | Supported | ||||
During an event | Emergency response group chat | Supported | Supported | Supported | |
Dedicated service manager support | Supported | Supported | Supported | ||
Service duration | ≤ 2 days | ≤ 10 days | ≤ 15 days | ||
After an event | Event management summary | Supported | Supported | Supported | |
Acceptance report | Supported | Supported | Supported | ||
The preceding services are provided by technical account managers (TAMs). If on-site services are required, the customer is charged extra service fees on a person-day basis. On-site services on a national holiday incur three times the fee than on-site services on a business day. The total duration of on-site services cannot be longer than the service duration of the Cloud Hypercare Service.
If stress testing is required, the customer must provide a stress testing environment based on Alibaba Cloud Performance Testing Service.
5. Service Level Agreement
Technical experts
24/7 emergency response group chat within the service provision period
Cloud Hypercare Service Work Plan and Cloud Hypercare Service Acceptance Report
6. Service process
Process for Cloud Hypercare Service
Pre-sales communication > Order placement on the official website > Project preparation > Project implementation > Project summary > Project acceptance
7. Acceptance criteria
7.1 List of deliverables
No. | Service | Description | Deliverable | Deliverable type |
1 | Readiness assessment | Assess the business of the customer and identify objectives of the event. | Pre-event Assessment Report | Document |
2 | Risk inspection | Perform inspection for the customer's cloud-based business to prevent potential risks. | Cloud Hypercare Service Design System Stress Testing Report Optimization Plan for the Monitoring System | Document |
3 | Cloud resource assessment | Assess the overall situation of the customer' cloud resources. | ||
4 | On-demand stress testing | Based on the requirement and objectives of the customer's business, perform stress testing to determine the suitable specifications and identify bottlenecks. | ||
5 | Capacity assessment | Evaluate whether the current specifications and elasticity of the customer's business system fit the business objectives. | ||
6 | Optimization for monitoring | Define the metrics, limits, and capabilities of monitoring cloud resources at the business layer, and optimize the existing monitoring system. | ||
7 | Traffic protection planning | Design protection solutions and plan resources to handle potential traffic bursts. | ||
8 | Security hardening planning | Evaluate and optimize the current security capabilities. | ||
9 | Resource bottleneck optimization | Evaluate the bottleneck of the current system. | ||
10 | Database optimization | Optimize database performance. | ||
11 | Process optimization | Improve the process design from the client side to the server side on Alibaba Cloud. | ||
12 | Emergency response group chat | Create an event management chat group that provides 24/7 services at key phases of the event. | NA | NA |
13 | TAM support | Provide 24/7 services at key phases of the event. | NA | NA |
14 | Event management summary | Summarize the services provided during the event and provide related reports. | Cloud Hypercare Service Summary | Document |
15 | Acceptance report | Provide acceptance reports. | Cloud Hypercare Service Acceptance Report | Document |
7.2 Acceptance criteria
Alibaba Cloud provides you with the following deliverables:
Cloud Hypercare Service Work Plan and Cloud Hypercare Service Report, which are confirmed by the customer in writing (including email).
Cloud Hypercare Service Work Plan and Cloud Hypercare Service Report contain the following information:
The pre-event assessment of the specifications and performance of the customer's system.
The analysis and optimization suggestions for the customer's systems, such as the applications and databases, based on the characteristics and requirements of the business.
The disaster recovery solutions provided by Alibaba Cloud for the customer's systems.
The IP addresses of the Anti-DDoS instances (if any).
Reports and solutions for security events (if any).
7.3 Acceptance plans
The customer agrees to accept the deliverables described in the "7.1 List of deliverables" section based on the following acceptance plans.
The Cloud Hypercare Service acceptance plan:
No. | Acceptance milestone | Acceptance content | Acceptance completion |
1 | The design and verification of Cloud Hypercare Service Summary and Cloud Hypercare Service Acceptance Report are complete. | Cloud Hypercare Service Design System Stress Testing Report Optimization Plan for the Monitoring System | The customer confirms the acceptance of the solution. |
2 | The service provision period ends. | Cloud Hypercare Service Summary and Cloud Hypercare Service Acceptance Report | The customer confirms the Cloud Hypercare Service Acceptance Report. |
8. Project completion
The project is completed after the customer confirms the acceptance.