Dedicated Service Expert
Provide customers with dedicated service expert to help customers establish a technical service system and ensure customers' overall technical hosting service experience in Alibaba Cloud.
Service Support Channel
Establish a 24/7 emergency support group for customers as a service support channel with the response time less than 15 minutes.
Follow the ITIL and Alibaba Cloud best practices, combined with customer business scenarios, Alibaba Cloud assists customers to optimize the framework and process of technology management.
Assist customers in account management and account governance based on customer business, security and compliance requirements, and Alibaba Cloud best practices.
During the managed service, Alibaba Cloud provides customers with technical support such as cloud product consultation, configuration guidance and troubleshooting whenever customers encounter technical issues.
During the managed service, Alibaba Cloud will effectively coordinate with backend team for the root cause locate and recovery whenever customers encounter incidents. The incident response time is less than 5 minutes.
Monitoring and Early Warning
Combined with customers' business scenarios and cloud product types to help customers improve the internal monitoring system, deal with alarm events in a timely manner, and improve the proactive warning and quick recovery capabilities.
Conduct regular health inspections for customers to help identify potential risks in advance and improve the stability and continuity of customer business.
Based on the technology management system to help customers discover risks such as capacity, performance, security, and stability of cloud resources, and provide targeted recovery solutions and optimization guidance.
Help customers design a complete cloud backup solution and regularly check backup tasks and backup effectiveness to ensure that business data is effectively backed up.
According to customers' needs to promote the reasonable demands of cloud product functions/performance/experience to be launched in a timely manner to meet customer expectations.
According to customers' needs to evaluate cloud resources and provide customers with cloud resource cost analysis and optimization suggestions.
Periodically summarize and report the platform operation, service performance and suggestions for optimization.