Security Center expert service description-Security Center(Security Center)-阿里云帮助中心

The Security Center expert service connects you with experienced Alibaba Cloud security experts in a DingTalk group. The service provides personalized technical consulting that includes configuration advice for Security Center, suggestions for vulnerability remediation and intrusion alert handling, and guidance on using the graded protection compliance check feature. This service helps secure your business operations.

Scope of the Security Center expert service

Service content	Scope of service
Guidance on product usage	Guidance on how to install and configure the Security Center agent, fix vulnerabilities, handle intrusion alerts, and perform graded protection compliance checks.
Advice on operations	Advice for the daily use of Security Center and answers to common security questions about your assets.
Advice on handling security alerts	Assistance with investigating alerts based on security alert events from Security Center. We provide suggestions to help you resolve alerts.
Bi-weekly Security Center report	Bi-weekly reports that include statistics on proactive defenses, suggestions for feature configuration, and plans for vulnerability remediation.

The service does not include the following:

Code development and diagnosis.
Daily Operations and Maintenance (O&M) services for third-party software, such as installation, testing, troubleshooting, and optimization.
Identifying the source of an intrusion and performing forensic analysis for a security event.
Aggressive cleanup
Other requests that are outside the scope of the Security Center expert service.

Customer and Alibaba Cloud responsibilities

Responsible party	Specific responsibilities
Customer and Alibaba Cloud	After you purchase the Security Center expert service and we begin service delivery, provide the site, devices, necessary non-production environments, remote access channels, permissions, and clear business objectives, such as peak values and concurrent requests. This helps us deliver the service. You must provide a technical contact and an O&M team to facilitate the service.
Customer	Clearly state your service requests, the problems to solve, and the goals to achieve. Provide relevant information, such as logs, problem descriptions, and account details. Provide the site, devices, necessary non-production environments, remote access channels, and permissions to help us deliver the service. Specify the impact of each issue, such as service unavailability, data loss, or business damage. Review the service plan offered by Alibaba Cloud and provide specific suggestions and questions. Provide information about your cloud products, public-facing services, business objectives, and architecture. This helps us provide support. If your materials include third-party software, you are responsible for contacting the third-party vendor to resolve any issues. We provide necessary assistance within our scope of support. Back up your business systems and data before you apply the handling suggestions from the expert service. If an issue occurs during the process, you can use the backup to restore your services.
Alibaba Cloud	Provides consulting services on the features and configuration of Security Center. Understands your service requests and scope. Develops targeted solutions and provides best practice recommendations based on your requests and cloud product usage. Provides Q&A and support for cloud product usage through the DingTalk group. Handles technical issues and troubleshooting related to the Security Center product. Provides technical support for operations or system issues related to the Security Center product. Handles issues related to the Security Center console and API. Provides configuration guidance and troubleshooting for some third-party software related to Alibaba Cloud products.

Expert service Service-Level Agreement (SLA)

Service content	Service timeline
DingTalk group setup	We contact you to create a DingTalk group within one business day after you purchase the service. You must join the group to proceed.
DingTalk group support	Online consulting is available 5×8 hours. The response time is less than 60 minutes.
First Security Center inspection report	We provide the report within three business days after the DingTalk group is created.
Manual reminder for Security Center service expiration	We send a reminder 15 days before your Security Center service expires.
Security Center usage bi-weekly report	We provide a bi-weekly report every 14 days. Delivery may be postponed due to public holidays.

Service completion

The service concludes when the expert service order for Security Center expires.