Contract FAQ

Which orders are eligible for self-service contract requests?

Alibaba Cloud supports online self-service contract requests for product orders, including but not limited to:

• Subscription Elastic Compute Service (ECS) instances

• Pay-as-you-go ECS servers

• ApsaraDB RDS

• Enterprise Cloud Mail

• Subscription Purchase, Renewal, and Upgrade of Virtual Machines

• CDN data transfer plans

• OSS storage plans

• Alibaba Cloud Security DDoS

• Anti-Fraud Service

You can go to the Contract Management page to view all orders that support self-service contract requests and to request a contract. For more information, see How to request a contract.

If you cannot find the product order on the Contract Management page, you can submit a ticket to request the contract offline.

You can request only one contract per order. Each contract is uniquely linked to an order, and you cannot request it again.

For Alibaba Cloud Marketplace product orders, you can request the contract on the Order List page. If you cannot request a contract, submit a ticket for Alibaba Cloud Marketplace. The customer entity name on the electronic contract is based on the identity verification information of your Alibaba Cloud account.

Can I request a contract for the same order multiple times?

Each order is uniquely associated with an official contract. This contract can be requested only once, but it can be downloaded an unlimited number of times.

If I request a contract for an unpaid order, will the contract become invalid?

Yes, it will. Contracts are based on orders. If an order is canceled, the corresponding contract also becomes invalid.

Unpaid orders for which a contract has been requested are valid for 30 days. Therefore, the corresponding contracts are also valid for 30 days.

Can I request a contract for pay-as-you-go products?

Yes, you can. You can request a contract for pay-as-you-go products online, but the contract does not show a specific consumption amount. If you need a contract that shows the amount you have spent, you can request one based on your monthly bill.

How do I request a contract on a yearly or monthly basis?

Contracts are requested based on order numbers. The validity period of a contract corresponds to the start and end dates of the order.

Can I request a contract for an unpaid domain name order?

• Generally, you cannot request a contract for an unpaid domain name order. As an alternative, you can log on to the Unpaid Orders page and print the business checklist.

• For specific service types, such as Domain Registration, Renewal, Transfer-in, Redemption, Domain Buyback, and Domain Buyback_Zhiyu Hulian, you can request a contract before payment. For more information, see How to request a contract for a domain name order.

How do partners' customers request contracts?

Alibaba Cloud does not provide order contracts to the customers of ecosystem partners. If a partner's customer needs an order contract, they must contact their service provider.

Alibaba Cloud ecosystem partners include distribution partners, virtual business partners, integration partners, consulting partners, and Independent Software Vendor (ISV) solution partners.

What order information is shown on the contract?

The contract displays the following order information: order number, service name, model and configuration, quantity, service period, service duration, and cash amount payable.

• For paid orders of subscription products, the service period is from the service start time to the end time. For pay-as-you-go products, the service period is from the start to the end of the billing cycle.

• For unpaid orders of Alibaba Cloud products, the service period is the subscription duration.

• You cannot request contracts for unpaid domain name orders from HiChina. For paid domain name orders, the service start and end times are displayed.

• For unpaid orders of other HiChina products, the contract does not display the service period, service start time, or end time.

Can I download an electronic contract that I have already requested multiple times?

Yes, you can. You can download the contract as many times as you need. There is no limit on the number of downloads.

I cannot find the corresponding order on the contract request page

You can request contracts based on orders or bills. If you cannot find an order, try switching the request method. On the Request Contract page, select the product name and click Search to find the order.

How do I void a contract?

• Cancel a paid order

  • To delete a draft contract, go to the Contract Management page, find the contract, and click Delete in the Actions column.

  • For formal contracts: On the Contract Management page, click > Void in the Actions column.

• Canceling unpaid orders

  The contract becomes invalid when the order is canceled. If you do not make a payment within 30 days of placing the order, all agreements between you and Alibaba Cloud regarding the service become invalid.

  Note

  You cannot download a voided contract. If you need the contract, you must request a new one.

How do I view the contract amount?

• The contract amount is the same as the order amount. If you select multiple orders, the contract amount is the sum of all selected order amounts.

• You can also download the draft contract after it is generated to view the amount.

How do I request a stamped paper contract?

If you need a contract with a physical seal, after submitting an initial request, go to the paper contract application page and fill in the required information.

We will mail the stamped paper contract to you within 3 to 5 business days after receiving your request.

You do not need to mail the contract back to us.

How do I check the mailing status of a stamped paper contract?

Go to the Contract Management page and click Contract Mailing Details to view the mailing status and tracking number.

Why have I not received a record of my remittance after making a payment?

If you made a remittance to the bank and account number specified in the order contract but have not received a record of the payment, go to the Remittance Claim page to claim the payment.

Why do some contracts not have the Alibaba Cloud official seal?

If you find that a contract does not have the Alibaba Cloud official seal, it may be for one of the following reasons:

• The contract is a draft

  Go to the Contract Management page, find the contract, and click Finalize to convert the draft into an official contract. An official contract has the complete red Alibaba Cloud seal on the signature page and a perforated seal across all pages. It is legally binding and can be used directly. We recommend that you use Adobe Reader to view the official contract.

• Your local browser has an issue

  If the contract is official but the seal is not displayed completely, the issue is most likely caused by your PDF reader. Official contracts are in PDF format. We recommend that you use Adobe Reader to view them instead of WPS Office. To test the file, download the contract to your local computer, open your browser, and drag the file into the address bar.

Are there different contract requirements for a commercial ICP filing?

• For a commercial ICP filing in Beijing, the contract IP address, destination IP address, and filed IP address must be identical. The server must also be located in Beijing.

• For Guangdong (excluding Shenzhen), the contract IP address, destination IP address, and filed IP address must all be the IP address of a server located in Guangdong.

• For Shanghai and Hebei, the contract IP address must be the same as the actual destination IP address.

• For commercial ICP filings in other regions, consult the relevant local authorities about their requirements before you request a contract.

How do I change the customer entity on a contract?

The customer entity on the contract, which can be a company name or an individual's name, is taken from the identity verification information of your Alibaba Cloud account. To change the customer entity, you must first change your identity verification information. This change affects the ownership of all resources and the invoicing information under your account.

If you have fully assessed the risks and still need to make the change, see Change the enterprise entity or update the enterprise name to update your account's identity verification information.

How do I change the customer contact and address information on an order contract?

1. In the Account Center console, select Addresses and Contacts to add or modify your address information.

2. The Contact and Address that appears when you confirm the draft contract is the default address set in the Account Center.

   To change the customer's contact and address information in the contract, click Reselect to select the updated address from the Account Center console.

Does the customer information on my contract need to match my invoice?

This must be consistent.

Why are the Terms of Service not included in my contract?

• HiChina products: Contracts for products such as domain names and web hosting include the Terms of Service by default.

• Cloud products: Online contracts contain only order information, so the Terms of Service do not need to be requested separately. If you need the Terms of Service, you can download the Alibaba Cloud Product Terms of Service.