Alibaba Cloud mPaaS Client Optimization Service Statement of Work

1. Overview

This Statement of Work (SOW) describes the professional services that Alibaba Cloud Computing Co., Ltd. (Alibaba Cloud) provides to XXXX (the Customer) for the implementation of the mPaaS Client Optimization service (this Project).

This SOW defines the Service Catalog, scope of service, and division of responsibilities for both parties to govern their service-related activities.

2. Service definition

The mPaaS Client Optimization service is an application quality tuning service that Alibaba Cloud experts provide to enterprise customers. This service uses the mPaaS platform to provide technical content, such as fundamental principle analysis, performance issue monitoring and identification, and client crash prevention techniques. The service also helps customers systematically reduce crashes, freezes, and stuttering to improve client quality and user experience.

The Customer receives these services by purchasing the corresponding service product.

3. Scope of service

• This project includes the following:

  • Alibaba Cloud will conduct a preliminary investigation with the Customer's developers, O&M staff, and architects to fully understand the stability requirements.

  • Alibaba Cloud will create a complete stability plan for the Customer, which includes baselines for key governance metrics and a governance plan.

  • Alibaba Cloud will provide the Customer with an explanation of and training on the client optimization governance plan.

  • As needed, Alibaba Cloud will analyze critical issues for the Customer that affect client stability, such as crashes, freezes, and stuttering.

  • Party B assists Party A in developing a long-term strategy for client optimization and administration.

• This project is excluded from Party B's scope of work:

  • Consulting services for issues outside the problem definitions previously agreed upon by both parties.

  • While we do not resolve issues internal to third-party components, we will help you find a workaround or avoid triggering them.

4. Service objective

The objective is to provide mobile high availability (HA) services based on the mPaaS technology stack to build a high-quality client and improve the user experience.

5. Service prerequisites

• The Customer must have purchased and be using Mobile PaaS (mPaaS) from Alibaba Cloud.

• If this project is executed at the Customer's office, the Customer must provide a suitable office environment for project-related activities, including workspaces, telephones, printers, fax machines, and meeting rooms. All project-related work and meetings will take place in the office environment provided by the Customer.

• During the project implementation, both the Customer and Alibaba Cloud must ensure that all provided materials and information are from legitimate sources and are accurate.

• The working language for all records and documents in this project is Chinese, as required by the Customer. All submitted electronic documents must be in Microsoft Word, Microsoft PowerPoint, Microsoft Excel, or Microsoft Project format.

• During the project, both parties will use mutually agreed-upon communication methods. These methods include the Internet, fax, email, and paper documents.

6. Customer responsibilities

1. Any changes the Customer makes to this SOW require a review by Alibaba Cloud to assess the impact on cost and schedule. Such changes only take effect after both parties sign a separate written agreement.

2. Alibaba Cloud will submit project deliverables for each phase to the Customer as required by this SOW. The Customer must either sign the deliverables within 5 business days of receipt or provide detailed written revision requests. After receiving the revision requests, Alibaba Cloud must make the requested changes or provide feedback within 5 business days and then resubmit the deliverable to the Customer. If the Customer does not respond within 5 business days of submission, the deliverable is considered reviewed and approved.

3. The Customer must provide all reasonable information, materials, and necessary permissions that Alibaba Cloud needs to provide the service. The Customer agrees that all information disclosed or to be disclosed to Alibaba Cloud is true, accurate, and not misleading.

4. The Customer must assign a technical contact to assist Alibaba Cloud with the initial environment investigation and requirements communication. This contact must provide necessary information, such as the application design architecture, monitoring deployment status, and log files. The contact is also responsible for communicating with Alibaba Cloud and must be authorized to represent the Customer on all service-related matters. Alibaba Cloud is not liable for any service implementation delays caused by the Customer's technical contact failing to fulfill these coordination responsibilities.

5. In accordance with the national standard 'GB/T 31167-2014 Information Security Technology - Security Guide for Cloud Computing Services', the Customer must fulfill security responsibilities that include, but are not limited to, the following:

   1. Establish and improve security management systems and processes for Apsara Stack projects, and ensure their implementation is in accordance with national laws, regulations, and industry compliance requirements.

   2. Conduct confidentiality reviews, sign non-disclosure agreements, and provide confidentiality training for all project personnel, in accordance with the confidential nature of the project and the requirements of national laws and regulations.

   3. Adopt necessary security solutions or technical measures to establish security protection capabilities for the Apsara Stack platform and its business systems.

   4. Apply upgrades or fixes for product vulnerability patches related to the Apsara Stack project, and perform necessary security configurations.

   5. Perform account assignment, permission authorization, operation audits, and security checks within the scope of products related to the Apsara Stack project.

7. Acceptance criteria

Project acceptance can begin when the following criterion for this work phase is met:

• Alibaba Cloud has delivered the 'mPaaS Client Optimization Report' to the Customer.

Alibaba Cloud will submit the following deliverables in this phase:

• After the deliverables are submitted, the Customer must confirm them within 5 business days. If there are no objections, both parties will sign the 'Acceptance Report'.

• The project is considered accepted after the 'Acceptance Report' is signed.

8. Completion criteria

The service is considered complete after the project passes acceptance and the 'Acceptance Report' is signed.