Alibaba Cloud Bailian after-sales service scope description
Alibaba Cloud Bailian after-sales service scope description
Welcome to Alibaba Cloud Bailian. This "Alibaba Cloud Bailian Platform After-Sales Service Scope Description" describes the after-sales service scope applicable when you use Alibaba Cloud Bailian-related products and services.
- During the service term you have purchased, we will provide you with the following basic after-sales services: telephone consultation via the official website, phone, and the Alibaba Cloud APP (95187, 400 lines), intelligent online support, and standard ticket support, all available 7×24. The support scope includes:
(1) Consultation on the model services, product features, and architecture of Alibaba Cloud Bailian;
(2) Best practices for using and configuring Alibaba Cloud Bailian model services;
(3) Usage consultation, technical issues, and troubleshooting for Alibaba Cloud Bailian model services;
(4) Troubleshooting for issues with Alibaba Cloud Bailian APIs and official Alibaba Cloud Bailian SDKs;
(5) Issues related to the Alibaba Cloud Bailian management console;
(6) Consultation and support for account issues related to Alibaba Cloud;
(7) Consultation and support for finance, contract, and billing issues related to Alibaba Cloud.
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Alibaba Cloud Bailian will provide corresponding after-sales service support in accordance with the Customer Service Benefits standards published on the Alibaba Cloud official website.
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Alibaba Cloud Bailian also offers paid value-added after-sales services (including support plans). These services take effect only after being purchased on the Alibaba Cloud official website. You can also obtain other paid after-sales services through Alibaba Cloud; for details, see the paid after-sales service content on the relevant pages of the Alibaba Cloud website. If your project requires more in-depth technical support (such as guidance on business code development or customized integration solutions), we recommend that you contact an Alibaba Cloud business manager to discuss a customized service plan.
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To facilitate your production or usage, if you choose to connect Alibaba Cloud Bailian services with external (not on the Alibaba Cloud Bailian platform) third-party tools or products, Alibaba Cloud will make commercially reasonable efforts to provide directional guidance on integrating third-party tools with Alibaba Cloud Bailian model inference services. However, for issues not related to Alibaba Cloud Bailian services, we are unable to provide professional opinions.
(1) The scope of guidance we provide includes:
(i) Confirming the availability of Alibaba Cloud Bailian API endpoints and the server side;
(ii) Reference for official Alibaba Cloud Bailian API call examples and SDK usage instructions;
(iii) Assisting in verifying Alibaba Cloud Bailian server-side call details and billing records;
(iv) Basic connectivity testing suggestions (such as testing the reachability of Alibaba Cloud Bailian service addresses using standard tools like curl).
(2) The scope of guidance we provide does not include:(i) Installation, deployment, configuration, upgrade, and daily usage guidance for third-party tools (such as Cursor, Windsurf, Cline, OpenClaw, etc.);
(ii) Troubleshooting product features, interaction logic, and internal implementation issues of third-party tools;
(iii) Configuration and operations of products or services provided by other cloud vendors, enterprises, or communities;
(iv) Writing, debugging, and implementing your business code;
(v) Troubleshooting connectivity or compatibility issues caused by your local environment (including intranets, proxies, VPNs, firewalls, operating systems, etc.);
(vi) Explaining discrepancies between the token counts, cost estimates, or call statistics displayed within third-party tools and Alibaba Cloud billing data;
(vii) Daily operations services such as installation, patch updates, testing, troubleshooting, and optimization for all third-party tools;
(viii) Support for third-party self-built businesses built on top of the native capabilities of Alibaba Cloud Bailian model services.
- However, please note that unless we state otherwise in writing, third-party tools do not constitute our agent, trustee, or joint service provider, and we assume no liability for any statements, commitments, or actions of external third-party tools. You acknowledge and confirm that Alibaba Cloud is responsible only for the operation and maintenance of the Alibaba Cloud Bailian platform itself, that is, the technical architecture, API endpoints, metering and billing systems, and console features of Alibaba Cloud Bailian services; the operation and maintenance of third-party tools (such as installation and configuration of AI coding tools, deployment and tuning of open-source proxy frameworks, etc.) is the responsibility of you and the respective tool provider. When your issue occurs during the use of Alibaba Cloud Bailian model services but its cause, scope of responsibility, or dependencies extend beyond what the Alibaba Cloud Bailian platform itself can directly support and guarantee—typically involving your systems, external third-party services, network environments, account permissions, business processes, or non-standard integrations—Alibaba Cloud will assist with preliminary troubleshooting. If the troubleshooting confirms that the issue originates from a non-Alibaba Cloud side, Alibaba Cloud will provide directional guidance and direct you to the corresponding service provider.