Description of Alibaba Cloud security product solution consulting and support services

1. Service overview

1.1. Service description

This service provides one-stop, comprehensive consulting and support for Alibaba Cloud security product solutions, including architecture and environment solutions. This service helps you use security products more effectively to protect your assets, reduce business security risks, and decrease O&M workload. We design a cloud security architecture that aligns with your business needs and industry best practices. We also offer customized services based on your specific requirements. This service is ideal for businesses that lack professional technical staff, are unfamiliar with cloud security products, or face high attack risks due to numerous security vulnerabilities.

Note:

1. The effectiveness of security products depends on the capabilities of the products themselves. This service only provides solution consulting and support.

2. Due to the specific nature of the support system and human resource investment, refunds are not available for the Alibaba Cloud security product solution consulting and support service after purchase.

2. Scope of service

2.1. Scope of security product solution consulting and support services

• The service includes the following:

  • Designing usage plans for Alibaba Cloud security products, providing consulting on cloud security product architecture, and offering usage support.

  • Identifying and resolving complex issues during the implementation of Alibaba Cloud security product solutions.

• The service does not include the following:

  • Code development and diagnostics.

  • Support for third-party, self-built services that are based on Alibaba Cloud's cloud-native capabilities.

  • Managed O&M or operations for your business.

  • Daily O&M services for third-party software, such as installation, testing, troubleshooting, and optimization.

  Note: For issues with third-party software that are outside the scope of this service, you can log on to the Alibaba Cloud community for free advice or contact vendors on the Alibaba Cloud Marketplace for help.

3. Prerequisites

• After Alibaba Cloud begins the service, you must provide the necessary sites, devices, non-production environments, remote access channels, permissions, and clear business objectives, such as peak traffic and concurrency, to help us deliver the service.

• You must review the project implementation plan created by Alibaba Cloud and confirm the plan in writing, such as by email. Do not reject confirmed technical suggestions or solutions without a valid technical reason. This ensures that the service objectives are met promptly.

• When you request the service, you must provide all relevant information. This includes detailed requirements, error messages and logs for any issues, and the IT architecture of your business systems. Do not withhold any information related to your needs or issues. If you withhold information, Alibaba Cloud reserves the right to terminate or suspend the service. You can provide this information in the service request form or through a detailed phone call or on-site meeting after you submit the request.

3.1. Division of responsibilities

3.1.1. Customer and Alibaba Cloud

• The customer purchases the Alibaba Cloud security product solution consulting and support service.

• The customer purchases the required cloud security products and enables additional features as recommended.

3.1.2. Customer

• You must assign an owner to help Alibaba Cloud perform the service. This owner is responsible for coordinating and managing tasks between both parties and for reviewing the work completed by Alibaba Cloud.

• You must provide remote access channels, permissions, RAM user accounts, and other necessary resources to help Alibaba Cloud deliver the service.

• You must cooperate with Alibaba Cloud to investigate existing system issues. You must also participate in the implementation of specific plans, such as architecture adjustments and risk assessments, and provide detailed requirements and descriptions of any abnormalities and related information.

• You must review the implementation plan created by Alibaba Cloud and confirm the plan in writing or by email. Do not reject technical suggestions or solutions provided by Alibaba Cloud without a valid technical reason.

• If issues involving third-party software arise during the service, you are responsible for communicating with the third-party vendors to help Alibaba Cloud resolve the issues.

• You must grant Alibaba Cloud authorization for 7x24 monitoring and analysis of security events.

3.1.3. Alibaba Cloud

• Alibaba Cloud organizes the project and establishes a service implementation team.

• Alibaba Cloud determines the customer's business objectives and scope. Alibaba Cloud then creates a solution or implementation plan based on the mutually agreed-upon objectives and scope and obtains written confirmation from the customer, such as by email.

• Alibaba Cloud provides the service items specified in this document, such as configuration optimization, daily inspection and monitoring, and access configuration.

4. Service items

4.1. Service content

The Alibaba Cloud security product solution consulting and support service is provided for the modules that you purchase. Optional modules include Anti-DDoS products, Web Application Firewall, Cloud Firewall, Bastionhost, Security Center, and Database Audit. The service provides the following:

Note: If an issue is outside the scope of the service products and content, contact the Alibaba Cloud after-sales team.

4.2. Service packages

4.2.1. 5x8 Alibaba Cloud security product solution consulting and support service

The 5x8 Alibaba Cloud security product solution consulting and support service provides managed services for products within the service scope, based on the order period. The service hours are from 9:00 to 17:00 on business days. The service is provided remotely.

Note: For issues that occur outside of service hours, you can contact your Alibaba Cloud Support Plan.

4.2.2. 7x24 Alibaba Cloud security product solution consulting and support service

The 7x24 Alibaba Cloud security product solution consulting and support service provides managed services for products within the service scope, based on the order period. The service is available 24/7, all year round, and is provided remotely.

4.2.3. Service-Level Agreement (SLA)

5. Service flow

You must purchase the corresponding products before you can purchase this security product solution consulting and support service. This is required for Alibaba Cloud to deliver the service.

6. Completion flag

For time-based security product solution consulting and support services, the service is considered complete when the order expires. The following deliverables are also provided: Cloud Security Product Usage Report, Security Product Solution Design Report, Service Report, and Configuration Change Control Request Form (if applicable).