版本：v2.0
更新日期：2024年9月19日
Updated Date: September 19, 2024
本服务条款是阿里云上的Salesforce产品（或称“产品”、“本产品”）的标准支持服务条款，并由您（或“客户”）与阿里云计算有限公司及其关联公司（下称“阿里云”或“我们”）共同签订。阿里云将根据本服务条款向您提供适用于已购产品的标准售后支持服务（“支持服务”），且不收取额外费用。
This Service Terms constitute the standard support service for the Salesforce on Alibaba Cloud Products ("Products"), and is entered into by and between you (“Customer” or “you”) and Alibaba Cloud Computing Co., Ltd. with its affiliate (“Alibaba Cloud” or “we”). Alibaba Cloud will provide applicable standard after-sales support services for Products (“Support Services”) subject to this Service Terms at no additional charge.
请注意：除非另有约定，本服务条款不适用于任何测试版产品、免费试用或免费服务等。
Please Read Carefully: Unless otherwise specified in any applicable Additional Agreements, this Service Terms does not apply to any Beta Products, free trial, or free services, etc.
本服务条款以中文和英文书就，中文文本与英文文本不一致之处，以中文文本为准。
This Service Terms is written in both Chinese and English. In the event of any discrepancy between the Chinese text and the English text, the Chinese text shall prevail.
相关术语以本服务条款和阿里云上的Salesforce产品服务条款中规定的定义为准。
Capitalized terms have the definitions set forth herein and in Salesforce on Alibaba Cloud Products Terms of Service.
1. 产品支持服务范围 Scope of Support Services for Products
1.1. 产品支持服务范围包含：
The scope of Support Services for Products includes:
1.1.1. 产品功能相关的技术问题和故障处理。
Handling technical issues and malfunctions related to the functionalities of Products.
1.1.2. 产品API相关技术问题和故障处理。
Handling technical issues and malfunctions related to the APIs of Products.
1.1.3. 产品服务订阅和服务授权相关的支持。
Providing support related to service subscriptions and service authorizations of Products.
1.2. 产品支持服务范围不包含：The scope of Support Services for Products does NOT include:
1.2.1. 非正式版本产品的功能模块，例如测试版产品、免费试用或免费服务等。
Informal version of products modules, such as Beta Products, free trial, or Free Services, etc.
1.2.2. 产品的实施和交付服务。
Implementation and delivery services for Products.
1.2.3. 实例管理员用户以外的用户密码找回和重设。
Password retrieval and resetting for Users other than instance administrators.
1.2.4. 实例管理员用户以外的用户信息修改。
Modification of user information for Users other than instance administrators.
1.2.5. 阿里云云市场上为本产品或基于本产品而开发的ISV应用，除非明确注明由阿里云提供支持服务的。
ISV applications developed for or upon Products provided on Alibaba Cloud Marketplace, unless explicitly specified that support services are provided by Alibaba Cloud.
1.2.6. 实施或管理与本产品无关的产品、服务和技术服务，以及第三方产品技术如数据库，网络或通信系统等的启用和集成。
Implementing or managing products, services, and technical services unrelated to Products, as well as enabling and integrating third-party products such as databases, networks, or communication systems.
1.2.7. 创建或者测试本产品相关的客制化代码，包括SOQL查询等。
Creating or testing customized code related to Products, including SOQL queries.
1.2.8. 客制化应用、代码等相关的开发支持、包括相关的技术、性能问题以及故障处理。
Development Support for custom applications and code, including related technical, performance issues, and malfunction handling.
1.2.9. 非由Salesforce, Inc.及其关联公司或阿里云官方提供的产品工具、插件等。
Tools and plugins for Products that are NOT officially provided by Salesforce, Inc. and its Affiliates or Alibaba Cloud.
1.2.10. 客制化应用、代码、Metadata的部署、Sandbox刷新以及性能测试等活动的实时监测。
Real-time monitoring of activities such as deployments of custom applications and code Metadata, etc., Sandbox refreshes and Performance testing.
2. 支持服务内容 Support Service Content
2.1. 获取支持 Obtaining Support
你可以通过如下方式联系阿里云获取产品支持服务：
You can contact Alibaba Cloud to obtain Support Service for Products through the following ways:
2.1.1. 通过阿里云官网工单服务在线提交工单（含国内站或国际站）。
Submit a ticket online via the Alibaba Cloud Website's ticket service system (including domestic and international sites).
2.1.2. 通过阿里云服务支持热线（+86 400-80-13260）电话提交工单（仅限国内站）。
Submit a ticket by phone through the Alibaba Cloud service support hotline (+86 400-80-13260) (domestic site only).
2.2. 工单事件等级 Incident Severity Levels
阿里云对您提交的产品工单，根据对实际业务影响程度的不同，从严重到普通对工单进行事件等级分类，共分为四个等级。
Alibaba Cloud categorizes the tickets you submit for Products into four incident severity levels, ranging from critical to normal, according to the degree of impact on your actual business operations.
工单事件等级 Incident Severity Level | 描述 Description |
等级1 - 严重 Level 1 - Critical | 业务完全停止且没有可接受的临时解决方案。对关键业务或近期业务里程碑构成迫在眉睫的威胁，并带来财务风险。 Business stopping and no acceptable workaround. Imminent threat to key business or near-term business milestones posing financial risk |
等级2 - 紧急 Level 2 – Urgent | 关键业务受到影响，且没有可接受的临时解决方案。 Key business impacting, no workaround |
等级3 - 重要 Level 3 - Important | 关键业务受到影响但有临时解决方案，或非关键业务受到影响但没有临时解决方案。 Key business impacting with workaround, OR non-key business impacting no workaround |
等级4 - 普通 Level 4 - Normal | 非关键业务受到影响但有临时解决方案，或不影响业务。 Non-key business impacting with workaround, OR not business impacting |
2.3. 支持服务标准 Support Service SLA
根据您提交的工单事件等级的分类，以及您购买的产品版本，阿里云承诺如下支持服务标准：
Based on the Incident Severity Level of the tickets you submit and the version of Products you have purchased, Alibaba Cloud commits to the following support service SLA:
商品 Article | 版本或类型 Edition or Type | 支持服务标准 Support Service SLA |
客户关系管理CRM Customer Relationship Management (“CRM”) | CN 无限版 Unlimited Edition - CN | 增强支持服务标准 Enhanced Support Service SLA |
CN 企业版 Enterprise Edition - CN | 标准支持服务标准 Standard Support Service SLA | |
其他版本 Other Editions | ||
互联网关CXG Connected Experience Gateway (“CXG”) | 所有类型 | 支持服务标准由对应的 客户关系管理CRM版本决定 Support Service SLA determined by the corresponding CRM editions |
工单事件等级 Incident Severity Level | 初始响应时间 Initial Response Time | |
标准支持服务标准 Standard Support Service SLA | 增强支持服务标准 Enhanced Support Service SLA | |
等级1 - 严重 Level 1 - Critical | 2个工作日以内（8x5支持） Within 2 business days (8x5 support) | 1小时（24x7支持） Within 1 hour (24x7 support) |
等级2 - 紧急 Level 2 – Urgent | 2小时（24x7支持） Within 2 hours (24x7 support) | |
等级3 - 重要 Level 3 – Important | 4小时（8x5支持） Within 4 hours (8x5 support) | |
等级4 - 普通 Level 4 – Normal | 8小时（8x5支持） Within 8 hours (8x5 support) | |
注1：对于事件等级为“1 - 严重”和“2 - 紧急”的工单，您需要提供该问题对您业务的具体影响（如：是否影响关键业务、是否有可接受的临时解决方案、受影响的用户数量、潜在的财务风险等内容）。根据您提供的信息，阿里云可能会调整您的工单事件等级并提供与之相应的支持服务标准。
Note 1: For tickets with Level 1 - Critical and Level 2 - Urgent, you need to provide specific impacts on your business (such as whether it affects key business, if there is an acceptable workaround, the number of affected users, potential financial risks, etc.). Based on the information provided, Alibaba Cloud may adjust your ticket's incident severity level and provide the corresponding support service SLA.
注2：Note 2:
工作日：指中华人民共和国规定的法定节假日和休息日以外的其他时间，通常为周一至周五。
“Business Day” means times other than statutory holidays and rest days as defined by the People's Republic of China, typically Monday to Friday.
工作时间：北京时间上午9时至下午6时。
“Business Hours” means Beijing Time from 9:00 AM to 6:00 PM.
8x5支持：即提供每日8小时（工作时间），每周5天（工作日）的服务支持。
“8x5 Support” means Support Services provided for 8 hours daily (during business hours), 5 days a week (business days).
24x7支持：即提供全天候24小时，每周7天（工作日、休息日和法定节假日）的服务支持。
“24x7 Support” means Support Services provided 24 hours a day, 7 days a week (including business days, rest days, and statutory holidays).
3. 客户责任 Customer Responsibilities
3.1. 您在线或通过服务支持热线提交工单时，需要使用下单购买产品订阅的阿里云账户才能获取产品的支持服务。
When you submit a ticket online or through the support hotline, you need to use the Alibaba Cloud account that purchased Products Subscription in order to receive support services for Products.
3.2. 您在线或通过服务支持热线提交工单时的联系人，需要具备产品的基本知识，能够复现问题，并能在阿里云的指导下进行产品技术相关问题的诊断和分析。
The contact person provided by you in the ticket online or through the support hotline needs to possess basic knowledge of Products, with ability to reproduce the issue, and be capable of diagnosing and analyzing Product-related technical problems under the guidance of Alibaba Cloud.
3.3. 为提供支持服务之目的，阿里云可能需要您提供并授权阿里云访问您的租户或实例才能进行问题诊断等相应操作。这种情况下，需要您授权阿里云访问对应的租户或实例后，阿里云才能继续进行问题诊断和排查。
For the purpose of providing Support Services, Alibaba Cloud may require you to provide access and authorize Alibaba Cloud to access your Org or instance to diagnose issues. In such cases, you need to grant Alibaba Cloud access to the corresponding Org or instance before Alibaba Cloud can proceed with issue diagnosis and troubleshooting.
3.4. 您提交工单时，需要协助阿里云工程师，根据指定模板，填写包括问题描述、复现过程、业务影响、租户ID等信息。您需要真实地填写对应信息，以便阿里云判断事件等级并响应，以及进行问题诊断。
When submitting a ticket, you need to assist Alibaba Cloud’s engineers by filling out the designated template, including information such as problem description, reproduction process, business impact, Org ID, etc. You need to fill out the corresponding information truthfully so that Alibaba Cloud can determine the incident level and respond accordingly, as well as diagnose the issue.
3.5. 您负责自行评估并实施在支持服务中收到的任何关于产品的建议和指导。
You are responsible for evaluating and implementing any advice and guidance received regarding Products as part of the Support Services.