Description of Alibaba Cloud Finance Cloud Stability Consulting Services
1. Service overview
This Statement of Work (SOW) describes the professional services that Alibaba Cloud Computing Co., Ltd. (Alibaba Cloud) provides to XXXX (the Customer). These services support the implementation of the "xxx Best Practices" project (the Project).
This SOW describes the service catalog, scope of services, division of work, and responsibilities for both parties. This SOW governs the actions of both parties.
2. Service definition
Alibaba Cloud experts remotely identify and suggest solutions for application issues in your environment. These issues may be caused by your code, runtime environment, or third-party components, rather than by Alibaba Cloud products. The service also includes consulting on common development questions. These questions can cover topics such as using open source technology, network protocols, application architecture, technical details, and solution feasibility. These services are delivered remotely and are estimated to require one day. Depending on your specific needs and the complexity of the issue, you can purchase multiple service products to complete a full consultation.
If you require on-site service, it can be arranged in advance. Alibaba Cloud can provide on-site service upon mutual agreement.
3. Scope of service
This project includes the following:
We troubleshoot the issues you reported in a specific application.
If the issue is caused by a product defect, incorrect usage, or an incompatible software environment, Alibaba Cloud provides a solution.
If an issue is caused by a third-party component or usage that does not follow de facto standards, rather than an Alibaba Cloud product, Alibaba Cloud provides reasonable suggestions. The final resolution is handled by you or the third-party vendor.
Development consulting can include training on Alibaba Cloud products, development guidance, sharing general industry knowledge, and discussing technical implementation details.
This project falls outside the contractor's scope of work.
Consulting on issues outside the pre-agreed problem definition.
The affected component is not an Alibaba Cloud product.
Issues caused by errors in third-party components.
4. Service objectives
This service helps you resolve complex issues that you encounter when developing or launching applications with Alibaba Cloud products. The service also provides consulting support and improves your ability to solve problems related to cloud products.
5. Prerequisites
For troubleshooting, both parties must clearly define the problem. The definition must include a description of the problem, the components used, steps to reproduce the issue, a reproducible demo, and a list of troubleshooting methods that have already been attempted.
For development consulting, you must clarify your requirements. Both parties must define the detailed scope of service in advance.
If the project takes place at your office, you must provide a work environment for all project activities. This includes office space, telephones, printers, fax machines, and meeting rooms. All project work and meetings will occur at the location that you provide.
During the project, both parties must ensure that all provided information and materials are accurate and legally sourced.
As you requested, all work records and documents for this project are in Chinese. Electronic documents are submitted in Microsoft Word, Microsoft PowerPoint, Microsoft Excel, or Microsoft Project format.
During the project, communication will be conducted using methods agreed upon by both parties, such as the Internet, fax, email, or paper documents.
6. Customer responsibilities
You must submit any changes to this SOW to Alibaba Cloud for review. Alibaba Cloud will then assess the impact on the cost and schedule. Changes are effective only after both parties sign a separate written agreement.
Alibaba Cloud will submit project deliverables as required by this SOW. After receiving a deliverable, you must approve it or provide detailed written feedback within five business days. After receiving your feedback, Alibaba Cloud will revise the deliverable or respond within five business days and resubmit it. If you do not respond within five business days, the deliverable is considered approved.
You must provide all reasonable information, materials, and permissions required for Alibaba Cloud to deliver the services. You agree that all information you have disclosed or will disclose to Alibaba Cloud is true, accurate, and not misleading.
You must appoint a technical contact to assist with the initial environment assessment and requirements communication. This contact must provide necessary information, such as application design architecture, monitoring deployment details, and log files. The contact is responsible for communicating with Alibaba Cloud and is authorized to act on your behalf for all service-related matters. Alibaba Cloud is not responsible for delays caused by your technical contact's failure to coordinate effectively.
In accordance with the national standard 'GB/T 31167-2014 Information Security Technology - Security Guide for Cloud Computing Services', you must fulfill the following security responsibilities:
Establish, improve, and enforce security management systems and processes for Apsara Stack projects. These systems must comply with national laws, regulations, and industry compliance requirements.
Conduct confidentiality reviews, sign non-disclosure agreements, and provide confidentiality training for all project personnel. This must align with the confidential nature of the project and national legal requirements.
Implement necessary security solutions and technical measures to establish mitigation capabilities for the Apsara Stack platform and its business systems.
Upgrade or fix product vulnerabilities for the Apsara Stack project. Perform necessary security configurations.
Manage account assignment, permission authorization, operation audits, and security checks for products within the Apsara Stack project.
7. Acceptance criteria
Project acceptance can begin when the following condition is met:
Alibaba Cloud has delivered the 'Finance Cloud Stability Consulting Report' to you.
Alibaba Cloud submits the following deliverable in this stage:
No. | Document Name | |
1 | Acceptance Deliverable | 'XXX Finance Cloud Stability Consulting Report' |
After the deliverable is submitted, you must confirm the solution within five business days. If you have no objections, both parties will sign the 'Acceptance Report'.
The project is considered accepted after the 'Finance Cloud Stability Consulting Report' is signed.
8. Completion criteria
The service is considered complete after the 'Finance Cloud Stability Consulting Report' is signed and accepted.