Description of Alibaba Cloud Expert Consulting and Support Services for Government and Enterprise Public Cloud

Legal disclaimer

Carefully read and fully understand the terms of this legal disclaimer before you read or use this document. Your use of this document indicates your agreement to all terms of this disclaimer.

1. Obtain this document only from the Alibaba Cloud website or other authorized channels. Use this document only for your lawful business activities. The contents of this document are confidential information of Alibaba Cloud. You must not disclose the contents of this document to any third party or allow any third party to use it without prior written consent from Alibaba Cloud.

2. No one may excerpt, translate, copy, distribute, or publicize any part of this document in any way without prior written permission from Alibaba Cloud.

3. This document may change due to product upgrades, adjustments, or other reasons. Alibaba Cloud reserves the right to modify this document without notice. Updated documents will be published through authorized Alibaba Cloud channels. Please obtain the latest version of the user documents from these channels.

4. This document is for reference only. Alibaba Cloud provides this document "as is," "with all faults," and "as available." Alibaba Cloud makes every effort to provide accurate information and operational guidance based on current technology. However, Alibaba Cloud expressly disclaims all warranties, express or implied, regarding the accuracy, completeness, applicability, or reliability of this document. Alibaba Cloud is not liable for any errors or financial losses resulting from your download, use of, or reliance on this document. In no event will Alibaba Cloud be liable for any indirect, consequential, punitive, incidental, special, or exemplary damages, including lost profits, arising from your use of or reliance on this document, even if Alibaba Cloud has been advised of the possibility of such damages.

5. All content on the Alibaba Cloud website, including but not limited to works, products, images, archives, information, data, website architecture, website layout, and web design, is legally owned by Alibaba Cloud and/or its affiliates. This includes but is not limited to trademarks, patents, copyrights, and trade secrets. Without the written consent of Alibaba Cloud and/or its affiliates, no one may use, modify, copy, publicly disseminate, alter, distribute, publish, or publicly display the Alibaba Cloud website, product programs, or content. Additionally, without prior written consent from Alibaba Cloud, no one may use, publish, or copy the Alibaba Cloud name for any marketing, advertising, promotional, or other purposes. This includes, but is not limited to, using "Alibaba Cloud," "Aliyun," "HiChina," and other brands of Alibaba Cloud and/or its affiliates, either alone or in combination, along with their associated logos, patterns, or any similar company names, trade names, trademarks, product or service names, domain names, logos, or identifiers that identify Alibaba Cloud and/or its affiliates.

If you find any errors in this document, please contact Alibaba Cloud directly.

1. Service overview

Alibaba Cloud Expert Consulting and Support Services for Government and Enterprise help businesses build secure, compliant, stable, and efficient cloud architectures on the Alibaba Cloud platform. The Alibaba Cloud Customer Reliability Engineering (CRE) team for government and enterprise public cloud provides customers with consulting and implementation services before, during, and after cloud migration. This service offers professional support in areas such as cloud migration, security compliance, cost optimization, performance efficiency, business stability, platform operations, architecture optimization, and Large Language Model (LLM) application support to help enterprises use and manage the cloud effectively.

This service applies to Alibaba Cloud public cloud products.

2. Service scope

The following tasks are included in the service scope:

• Providing consultation on the features, capacity, and architecture of Alibaba Cloud services and products. Providing guidance on usage, configuration, and best practices for Alibaba Cloud products.

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

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

Unless otherwise specified, the following tasks are not included in the service scope:

• Code development.

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

• Security-related value-added services.

Note: For issues with third-party software that are outside the scope of Alibaba Cloud Managed Services, you can log on to the Alibaba Cloud community for a free consultation or contact vendors on the Alibaba Cloud Marketplace for assistance.

3. Prerequisites

• You must request this service at least 5 business days in advance. This allows Alibaba Cloud to assess the feasibility of your business goals and timeline and to confirm whether to accept the service request.

• If your request involves a large volume of resources, you must request the service at least 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 necessary site, equipment, non-production environment, remote access channels, and permissions. You must also provide clear business objectives, such as peak traffic and concurrency, to assist Alibaba Cloud in delivering the service.

• You must review the project implementation plan created by Alibaba Cloud and confirm the specific implementation plan in writing, such as by email. You must not reject previously confirmed technical suggestions or solutions without a valid technical reason, to ensure the timely achievement of service objectives.

• You must execute the specific optimization and scale-out plans at the mutually agreed-upon time.

• As the primary operations and maintenance (O&M) entity, you must perform all O&M tasks for your business.

• If necessary, you must grant Alibaba Cloud permission to set and adjust parameters for the IP Address of Anti-DDoS Proxy instance, configure defensive bandwidth, use Server Guard to scan for system vulnerabilities, web application vulnerabilities, and port security issues, and detect viruses and trojans. You must also grant Alibaba Cloud permission to monitor and analyze security events 24/7.

• Some service content requires additional person-day resources or related cloud products. These must be assessed and purchased separately before the service can be provided. For more information, see the "Remarks" column in the table in the 4. Service content section.

4. Service content

4.1 Expert consulting and support services

Alibaba Cloud Expert Consulting and Support Services for Government and Enterprise help businesses build secure, compliant, stable, and efficient cloud architectures on the Alibaba Cloud platform. The Alibaba Cloud Customer Reliability Engineering (CRE) team for government and enterprise public cloud provides customers with consulting and implementation services before, during, and after cloud migration. This service offers professional support in areas such as cloud migration, application disaster recovery, security compliance, cost optimization, performance efficiency, business stability, platform operations, architecture optimization, and Large Language Model (LLM) application support to help enterprises use and manage the cloud effectively.

Within the scope of this service, each service instance by default covers one service item. During actual service delivery, the required quantity of service packages must be assessed based on the scale and complexity of the products you use and your service requirements. For scenarios with large business volumes or complex architectures, you must negotiate the service scope and cost with the Alibaba Cloud service team to select the appropriate service specifications and quantity. The supported service scope is as follows:

• Cloud migration: During your cloud migration process, we provide cloud governance solution design and technical validation based on the Alibaba Cloud product ecosystem. We provide technical services for Resource Management, Financial Management, identity management, network planning, security protection, compliance management, and operations management.

• Disaster recovery service: We help you establish disaster recovery capabilities on the cloud. When a disaster occurs, this ensures your production system continues to run with minimal data loss, improving your failover capabilities.

• Security and compliance: We assess the security and compliance of your architecture and provide security suggestions and solutions to ensure the security of your data and systems.

• Cost optimization: By analyzing your architecture and usage, we provide suggestions and best practices to reduce costs. This helps you build a cost-effective architecture on the Alibaba Cloud platform.

• Performance and efficiency: We assess the performance bottlenecks of your existing architecture, provide optimization suggestions, and design an elastic and scalable architecture to meet your business growth needs.

• Business stability: We assess the reliability of your system and provide suggestions on failover, backup, and recovery to ensure your system remains stable under all conditions.

• Platform operations: We assess the current state of your architecture's operations management. We help you establish efficient operational processes and management systems by providing suggestions on automation, monitoring, and continuous delivery.

• Architecture optimization: We provide architecture design and transformation services for your microservice technical requirements or for performance tuning and complex diagnostics of your cloud platform.

• Large Language Model (LLM) application support: We help you effectively use LLM-related products through services such as LLM product selection, LLM application training, model fine-tuning, and guidance on business scenario development.

Notes:

• The services above are provided by Alibaba Cloud government and enterprise service experts and Alibaba Cloud certified partners.

• This service does not include the cost of required cloud products. All related cloud resources must be purchased separately.

• If you require services for multiple business scenarios, you must purchase multiple service packages.

• For a single service project, if your business volume is large, you use many products, or your architecture is complex, you may also need to purchase multiple service packages. The specific quantity must be confirmed with the service team.

• After you receive a deliverable from Alibaba Cloud, you must reply or confirm within 5 business days. Alibaba Cloud will make revisions based on your feedback and resubmit the deliverable within 5 business days. If you do not reply within 5 business days, the deliverable is considered accepted, and the service is considered fulfilled.

5. Customer responsibilities

6. Acceptance criteria

Project acceptance can begin after all service tasks are completed and the corresponding deliverables are provided, as described in the Service content section.

The service is considered accepted under the following conditions. After you receive a deliverable from Alibaba Cloud, you must reply or confirm within 5 business days. Alibaba Cloud will make revisions based on your feedback and resubmit the deliverable within 5 business days. If you do not reply within 5 business days, the deliverable is considered accepted, and the service is considered fulfilled.

7. Completion criteria

The implementation and customer acceptance are complete.

The service is considered fulfilled under the following conditions. After you receive a deliverable from Alibaba Cloud, you must reply or confirm within 5 business days. Alibaba Cloud will make revisions based on your feedback and resubmit the deliverable within 5 business days. If you do not reply within 5 business days, the service is considered fulfilled by default.