Container Migration Service - Support - Alibaba Cloud Documentation Center

1. Overview

1.1 Introduction

Cloud computing technology is advancing day-by-day, and has become more and more ingrained in everyday life. An increasing number of enterprises are actively exploring the benefits of cloud computing and adopting it to upgrade their IT systems. Cloud-native, a concept born from cloud computing, has lit the path towards the future of cloud computing. Containerization is the foundation and a vital part of cloud-native technologies. For enterprises who want to transform their business to the cloud-native architecture, containerization is the first step of many. In the past years, Kubernetes provided by Cloud Native Computing Foundation (CNCF) has become the benchmark for container orchestration. Alibaba Cloud is the member and contributor of CNCF. We invest huge amounts of resources in cloud-native and containerization technologies, ultimately delivering state-of-the-art, containerized services to our customers. Through implementing key cloud-native technologies, such as containerization and automation, on the cloud-native ecosystem of Alibaba Cloud, we help customers create resilient, modern, and standard-compliant cloud-native applications and give momentum to their fast-paced iterations in agile development.

From a broad point-of-view, a cloud-native architecture is made up of four core technologies: containerization, microservices, DevOps and continuous delivery (CD). As cloud computing matures, these technologies take on more pronounced roles in the cloud-native architecture. Containers are used as the runtime environment of applications and for unified management and scheduling of applications. Microservices make up the application architecture, which must be sufficiently distributed and decoupled, while remaining highly cohesive. It is a stateless aggregation of elastic applications. DevOps features automation and observability. Users can take advantages of popular methodologies and tools in the field to utilize resources, monitor performance, and perform service governance. CD manifests the ability of applications to respond to business needs in terms of resilience, robustness, and flexibility. The containerization of application services is not as simple as packaging applications into containers. Continuous improvements and practices, such as automation, DevOps, and microservice governance and observability are also being developed in other cloud-native spheres. The content of cloud-native services is subject to specific project and adjustable based on the customer requirements.

Any work or solution that is not defined in this statement of work (SOW) is excluded from the scope of this project.

2. Service scope

2.1 The Container Migration 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 Container Migration 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 outside the service scope of the Container Migration Service, 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.
The customer shall provide Alibaba Cloud with all necessary documents, information, data, diagrams, system permissions, and remote access channels in a timely manner. All such information is subject to the confidentiality clauses attached to this SOW. The customer shall guarantee that all information disclosed or to be disclosed to Alibaba Cloud is true, accurate, and not misleading.
Alibaba Cloud provides consultation services to solve containerization-related issues by using phone calls, DingTalk, and emails. The location where Alibaba Cloud provides services is not restricted by the project.
In the project delivery process, Alibaba Cloud designs the Container Migration Solution and troubleshoots the issues that occur during implementation, and the customer deploys and tests the applications.
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. Available communication methods include DingTalk, Internet, and emails.
All project deliverables are in Chinese (Simplified), and the working language is Chinese. 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 in accordance with 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 business systems of the customer.
Neither party shall be liable for special, incidental, or indirect damages, or consequential economic damages (including loss of profits or discounts) in this project, even if the party has been informed of the possibility of such damages.
The customer shall be responsible for the O&M that is related to its business.

4. Division of responsibilities

4.1 Customers and Alibaba Cloud

The customer and Alibaba Cloud negotiate and confirm the business objectives and service scope of the Container Migration Service.
After the contract is signed, the payment shall be completed.

4.1.1 Division of responsibilities

The following table describes the division of responsibilities at different phases of the project.

Phase	Customer	Alibaba Cloud
Project preparation	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 project manager shall cooperate with Alibaba Cloud engineers to confirm all matters in the project preparation phase (see the "3. Prerequisites" section in this SOW). The customer shall prepare the office environment and make sure that all relevant personnel are authorized to enter and leave the site. The customer shall coordinate all personnel involved in each phase and secure the required commitment and time. The customer shall make sure that the relevant personnel are properly managed.	Alibaba Cloud shall appoint an experienced project manager to act as the point-of-contact for the project manager of the customer, and perform duties such as managing the project and project team members of Alibaba Cloud. Alibaba Cloud shall propose solutions and plans for all matters in the project preparation phase (see the "3. Prerequisites" section in this SOW), confirm with the project manager of the customer, and record the confirmation in writing.
Investigation of current situation	The customer shall organize critical users to participate in research interviews according to the project plan and interview plan. The customer shall provide an overview of the existing business, including systems, applications, data, organizational structure, and division of labor, according to the research requirements of Alibaba Cloud. The customer shall confirm the containerization strategy and risk management strategy with Alibaba Cloud. The customer shall designate a responsible person who shall review deliverables, provide feedback, and complete acceptance.	Alibaba shall provide the interview plan and evaluate the existing infrastructure, container-related infrastructure, application architecture, permission settings, business data, and application dependencies based on the interview results. Alibaba Cloud shall propose a container migration strategy and risk management strategy based on the evaluation results, and reach an agreement with the customer on these strategies. Alibaba Cloud shall make sure that the final deliverables meet the acceptance criteria based on the acceptance feedback of the customer.
Solution design	The customer shall cooperate with Alibaba Cloud in the overall design of the containerization solution, DevOps solution, and other solutions that may arise in the course of the project. The customer shall provide the necessary resources and environments to assist Alibaba Cloud in verifying the feasibility of the solution, and be responsible for code modification and implementation according to the solution. The customer shall designate a responsible person who shall review deliverables, provide feedback, and complete acceptance.	Alibaba Cloud shall design the scenario-specific containerization solution, DevOps solution, and other solutions within the service scope. Alibaba Cloud shall test the solutions in the environment of the customer to verify the feasibility of the solutions. Alibaba Cloud shall make sure that the final deliverables meet the acceptance criteria based on the acceptance feedback of the customer.
Solution implementation	The customer shall containerize a core application based on the verified containerization solution, DevOps solution, and observability solution (if any) and use this practice as a sample to complete the whole process of the Container Migration Service solution. The customer and the developers of the customer are responsible for code modification, functional regression, and joint debugging. The customer shall prepare for system cutover based on the modification and test results.	Alibaba Cloud shall assist in and guide the customer through activating or purchasing cloud resources and complete infrastructure construction and configuration. Alibaba Cloud shall assist the customer in building and configuring the infrastructure and in automated O&M according to the design. Alibaba Cloud shall provide containerization technical support, DevOps implementation support, troubleshooting support, and solutions. Alibaba Cloud shall prepare for system cutover after reaching an agreement with the customer on the verification results of the solutions. Alibaba Cloud provides the consultation service for only the sample core application at this phase.
Cutover and safeguarding	The customer shall confirm the system cutover plan and appoint personnel to perform collaborative cutover. The customer shall clear the test data and confirm that the cloud environment is ready before system cutover. The customer shall complete system cutover in the time window and then perform tests on the cloud platform. The customer shall appoint an O&M owner to perform routine O&M on the cloud platform. The customer is responsible for rectifying the faults outside the service maintenance scope of Alibaba Cloud with third-party personnel or systems based on the troubleshooting analysis provided by Alibaba Cloud. The customer shall designate a responsible person who shall review deliverables, provide feedback, and complete acceptance.	Alibaba Cloud shall assist the customer in preparing for system cutover and reach an agreement with the customer on the system cutover plan. Alibaba Cloud shall assist the customer in system cutover and provide technical support, troubleshooting support, and necessary solutions in the cutover process. Alibaba Cloud shall troubleshoot O&M problems and provide repair or temporary solutions for problems within the scope of the project. Alibaba Cloud shall hand over the O&M work to the O&M owner appointed by the customer.

4.1.2 Completion criteria

After confirming that the system cutover is completed, Alibaba Cloud shall assist the customer in the acceptance of all features, including performing functional regression testing, troubleshooting and locating potential problems, and solving the problems.

The completion standards for the Basic Edition, Standard Edition, and Advanced Edition of Container Migration Service:

The deliverables described in this SOW are signed and accepted by the customer.

The containerization of a core application is completed.

4.2 Service catalog

The following table lists the services that are provided by Container Migration Service.

Service		International Basic Edition	International Standard Edition	International Advanced Edition	Custom Edition
Project preparation	Preparation before project delivery	Supported	Supported	Supported	On-demand
Project survey	Infrastructure survey	Supported	Supported	Supported
	Business status and application system survey	Supported	Supported	Supported
	Containerization objective survey	Supported	Supported	Supported
Solution design	Cloud architecture design	Supported	Supported	Supported
	DevOps automation solution design		Supported	Supported
	Container migration solution design	Supported	Supported	Supported
	Observability solution design		Supported	Supported
	Application containerization solution design			Supported
	System containerization maturity assessment	Supported	Supported	Supported
Solution implementation (involves only one sample application)	Infrastructure and architecture implementation	Supported	Supported	Supported
	Containerization transformation	Supported	Supported	Supported
	DevOps implementation			Supported
	Observability solution implementation		Supported	Supported
	Container migration solution implementation		Supported	Supported
Cutover guarantee	Cutting preparation and implementation	Supported	Supported	Supported

5. Service Level Agreement

Deliver expert containerization services.
Provide technical support in the DingTalk group and provide on-site support within the service provision period.
The Application Containerization Solution, DevOps Automation Solution, and Container Migration Solution are provided according to the corresponding service specifications. The deliverables vary based on the service content.

6. Service process

Container migration process

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.	Phase	Deliverable	Deliverable type
1	Project survey	Project Survey Report	Document
2	Solution design	Container Migration Architecture Design Application Containerization Solution Container Migration Solution DevOps Automation Solution	Document
3	Migration implementation	DevOps Automation Implementation Report Container Migration Implementation Support Report Container Migration Cutover Solution
3	Cutover and safeguarding	System Cutover Implementation Report System Safeguarding Report

7.2 Acceptance criteria

Alibaba Cloud provides technical support throughout the containerization transformation process. Alibaba Cloud shall document and archive key information about the project. At the acceptance phase, the customer shall focus on the content of the document deliverables and confirm that the deliverables are sufficient to meet the requirements of the customer.
If the customer requires internal reviews before Alibaba Cloud submits the deliverables, the customer shall complete internal reviews and reports before the agreed acceptance time.
If the document content needs to be modified after the reviews, Alibaba Cloud shall modify the documents and submit the modified documents to the customer for acceptance. The customer shall appoint a representative to sign for confirmation. The customer shall click the confirm button in the Container Migration Service console.
Acceptance criteria for Basic Edition, Standard Edition, and Advanced Edition:

The solution design meets the requirements of the customer and is signed and confirmed online. For more information about solutions, see the "7.1 List of deliverables" section.
The successful containerization of a sample core application shall be deemed as meeting the acceptance requirements.

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 container migration service acceptance plan:

No.	Acceptance milestone	Acceptance content	Acceptance completion
1	Complete the design and verification of the containerization solution.	All deliverables at different project phases, including the project preparation, containerization survey and evaluation, and containerization migration design phases.	The customer confirms the Service Acceptance Report online.
2	Complete the containerization and cutover of a sample core application.	All deliverables involved in the containerization process. For more information, see the "7.1 List of deliverables" section.	The customer confirms the Service Acceptance Report online.

8. Project completion

The project is completed after the customer confirms the acceptance.