End-to-end expert service description

1. Service overview

1.1. Service description

Alibaba Cloud Expert Service leverages the extensive experience and expert tool platform of the Alibaba Cloud team. This service assists Alibaba Cloud users with product consultation, architecture design, performance tuning, and complex troubleshooting for cloud products. It provides targeted solutions, best practices, resource risk assessments, and enablement consultations to help users deploy cloud resources effectively, select optimal solutions, avoid potential risks, and ensure business stability. This service also provides consultations for your technical staff on technical principles and implementation plans for key issues to help improve the technical capabilities of your O&M team.

2. Scope of service

2.1. Scope of service

The scope of service includes the following:

• Consultation on the use and configuration of Alibaba Cloud services, product features, and cloud architectures, including best practices.

• Issues related to the Alibaba Cloud console or other official Alibaba Cloud tools.

• Technical guidance on operations or system issues related to Alibaba Cloud resources.

• Project-based expert support where a dedicated expert provides continuous service for a set period.

• Identifying and resolving complex issues related to Alibaba Cloud products.

• Assessing potential risks in Alibaba Cloud products and providing solutions.

• Reporting Alibaba Cloud product failures and abnormalities.

The scope of service does not include the following:

• Code development and diagnostics.

• Third-party services that you build on Alibaba Cloud products.

• Managed O&M or operations for your business systems.

• Configuration guidance or troubleshooting for third-party software.

Note: For third-party software issues outside the scope of Expert Service, you can log on to the Alibaba Cloud community for free consultation or contact Alibaba Cloud Marketplace vendors for help.

3. Prerequisites

• You must request this service at least 10 business days in advance. This allows Alibaba Cloud to assess the feasibility of your business goals and timeline and confirm whether to accept the service request.

• When you request the service, you must provide all relevant information. This includes but is not limited to detailed requirements, detailed error messages and logs for problems encountered, and the IT architecture of your business systems. Do not withhold any information related to your requirements or issues. Otherwise, Alibaba Cloud reserves the right to terminate or suspend the service. You can provide information in the service request description or through detailed phone calls or on-site communication after the request is submitted.

• If the issue involves many resources, you must request the service one month in advance. The specific timeline will be negotiated based on a supply chain assessment.

• After Alibaba Cloud accepts the service request, you must provide the site, equipment, necessary non-production environments, remote access channels, permissions, and clear business objectives. Examples of objectives include descriptions of production system abnormalities, performance upgrade targets, and data synchronization requirements. This assistance is required for Alibaba Cloud to perform the service.

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

• At the start of the project, you must provide the necessary office facilities. This includes desks, chairs, restrooms, power outlets, and network cables. The office environment must be free of harmful pollutants. For outdoor environments, you must provide protection against severe weather and ensure the personal safety of Alibaba Cloud personnel.

• You must implement the specific solution according to the mutually agreed-upon schedule. The implementation must not exceed one calendar month after the solution is proposed.

• As the primary party for architecture and O&M, you are responsible for implementing and operating the relevant cloud resources according to the agreed-upon plan.

• As the primary party for O&M, you are responsible for performing O&M tasks related to your own business.

• On-site service will be provided during the mutually agreed-upon time frame. Do not change the on-site time for Alibaba Cloud engineers without prior negotiation and agreement from both parties.

3.1. Division of responsibilities

3.1.1. Customer and Alibaba Cloud

• Customers purchase the cloud product expert service.

• Both parties agree on and confirm the specific business objectives and scope of the service.

• Both parties determine if an Alibaba Cloud engineer is needed on-site and agree on the on-site time frame.

3.1.2. Customer

• You must define the business objectives for the expert service. Examples include descriptions of production system abnormalities, performance upgrade targets, and data synchronization requirements. For more information, see Section 4. Service Catalog. You must also provide detailed requirements and descriptions of abnormalities and related information.

• You must provide the site, equipment, necessary non-production environments, remote access channels, and permissions to help Alibaba Cloud perform the service.

• You must cooperate with Alibaba Cloud to investigate existing system issues. You must also participate in providing feedback on requirements and architecture, implementing solutions, and locating problems.

• You must review the support plan created by Alibaba Cloud and confirm the proposed support plan in writing or by email within 5 business days. You must not reject the technical recommendations or solutions provided by Alibaba Cloud without a valid technical reason.

• If the service includes the implementation of a specific solution, you must arrange for its implementation as soon as possible. The implementation must be completed within one calendar month after the solution is proposed.

• You must grant Alibaba Cloud permission to monitor and analyze security events 24/7.

3.1.3. Alibaba Cloud

• Organize the project and establish an expert solution service team.

• Understand your business objectives and scope. Create a solution or support plan based on the agreed-upon objectives and scope. Obtain written confirmation from you, for example, by email.

• Provide the services listed in this document. This includes assessing business objectives, cloud resource architecture, and cloud resource health. Provide feasible recommendations to ensure that system metrics meet the business stability requirements agreed upon by both parties.

• Provide on-site service during the agreed-upon time frame.

3.1.4. Completion criteria

• Alibaba Cloud submits the Expert Service Acceptance Report. The report includes an analysis of the Alibaba Cloud resource architecture, problem diagnosis, stress testing, and recommendations for best practices and solutions. It also provides enablement on the technical principles and solutions for related issues, and an assessment of and recommendations for potential risks.

4. Service Catalog

4.1 End-to-end expert service package

1. End-to-End Technical Expert Service Package

The expert service package provides end-to-end expert diagnosis and tuning based on your business needs and pain points. Alibaba Cloud technical experts use their extensive cloud experience and technical knowledge to safeguard your entire business system. The service includes the following:

Alibaba Cloud experts use their extensive hands-on cloud experience and best practices to perform an end-to-end analysis of issues or failures that you report. They identify the root causes of problems, provide targeted solutions, and guide you through implementation. This service covers the following scenarios and combinations of scenarios. For specific support details for each diagnosis and tuning scenario, see the corresponding item in the Expert Service description.

1. Diagnosis and tuning for infrastructure cloud product issues

2. Diagnosis and tuning for data cloud product issues

3. Diagnosis and optimization for cloud-native application product issues

Deliverable: Expert Service Report - End-to-End Expert Diagnosis and Tuning

2. End-to-End Technical Consultation Service

This service provides specialized technical consultations based on extensive hands-on experience in diagnosing and troubleshooting on the cloud. These consultations cover Alibaba Cloud product features, architecture design, performance tuning, and complex diagnostics for scenarios that involve infrastructure, data, and cloud-native application products. This includes but is not limited to comprehensive technical consultation on the following items:

1. Application techniques for attack prevention in network security products, such as CC attack prevention

2. Diagnosis and analysis of security abnormalities, such as analyzing and handling the causes of abnormal interceptions

3. In-depth guidance on the underlying technology of Object Storage Service (OSS). This includes an introduction to basic concepts, getting started with and using OSS, and discussing its application in your scenarios.

4. Operating system performance tuning, such as OS kernel parameter tuning

5. Diagnosis and analysis of ECS abnormalities, such as OS coredump analysis

6. ApsaraVideo system performance tuning, such as CDN hit rate optimization

7. Diagnosis and analysis of ApsaraVideo abnormalities, such as analyzing ApsaraVideo Live stream push or pull failures

8. Database performance tuning, such as SQL tuning and RDS parameter tuning

9. Diagnosis and analysis of database abnormalities, such as RDS memory leak analysis and SQL execution plan anomaly analysis

10. Network performance tuning, such as OS kernel network parameter tuning

11. Diagnosis and analysis of network abnormalities, such as network packet loss analysis

12. Product usage tips and best practices, such as high-performance network architecture

13. Principles of cloud-native composition, such as Kubernetes, Istio, and Serverless

14. Cloud-native diagnostic techniques and case studies, such as systematic diagnostic methods and network issue diagnosis

15. Cloud-native solutions, such as Spark on Kubernetes

16. Application performance optimization consultation

17. Industry-level best practices and typical cases for middleware

18. Product usage tips and best practices, such as high-performance network architecture, and PolarDB features and scenarios

Deliverable: On-site or online specialized technical consultation

5. Service SLA

You have access to cloud product technical experts.

Alibaba Cloud provides the Project Kick-off Report, Project Expert Service Plan, Project Architecture Investigation Report, Project Expert Service Report, and Project Acceptance Report.

6. Service process

Application deadline: You must submit the request at least 10 business days before the service start date.

7. Acceptance criteria

1. The service is considered accepted if Alibaba Cloud provides the following deliverables:

1. Alibaba Cloud delivers the Project Acceptance Report, and you confirm it online in the Alibaba Cloud account console.

2. The Project Expert Service Report is based on your specific needs for problem diagnosis, performance tuning, security inspection, and other areas. The report includes one or more of the following:

1) Health check

2) Risk assessment

3) Specialized consultation

4) Expert diagnosis and optimization for specific product issues

5) Specific requirement plans and support

6) Event support

7) Quality optimization

8) Security hardening

9) Security inspection

10) Other specific requirements or issues

In scenarios where the effectiveness of a solution from Alibaba Cloud can only be confirmed after implementation, such as a security solution design, you must arrange for implementation and acceptance confirmation promptly. Unless there are special circumstances such as force majeure, you must implement the solution within one calendar month after it is proposed and confirm the Project Acceptance Report in the Alibaba Cloud account console.

8. Completion flag

The service is considered complete when the Project Acceptance Report is finished and confirmed by you with a written signature or company seal. Confirmation by email is also acceptable.