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Support:Partner Growth Plan Statement of Work

Last Updated:Jan 06, 2025

1. Service Overview

1.1. Services Description

Alibaba Cloud partner growth plan aims of providing service escalation path, eco-service integrated framework and systematic support for partner customers, solving problems that partner customers and their sub-customers encounter when using Alibaba Cloud resources, increasing partner customers’ resale abilities.

1.2 Applicable Customer Scenario

  • Alibaba Cloud provides full-link service support to partner customers and their sub-customers when using Alibaba Cloud service resource

  • Partner customers undertake basic service for their sub-customers and Alibaba Cloud, as the escalation resource, provides full-link service support for partner and their sub-customers.

2. Service Scope

2.1. Partner Support Plan Service Scope

Service includes:

  • Alibaba Cloud International site product-related consulting, troubleshooting, usage support and other services for International site partner customers.

Service DO NOTinclude the following:

  • Code development and diagnosis

  • Business operation and maintenance trusteeship

  • The installation, testing, failure diagnosis, optimization and other daily operation and maintenance services for third-party software.

Note: For third-party software problems that are not within the scope of Alibaba Cloud partner growth plan, customers can log on to Alibaba Cloud Community for free consultation or contact merchants in the cloud market for help.

3. Prerequisites

  • Customer shall apply for the service at least 10 working days in advance, so as to evaluate customer's business objective, the feasibility of service and confirm whether Alibaba Cloud will undertake the service or not.

  • After confirming that Alibaba Cloud will undertake the service, customer shall place and pay for the order on the official website.

  • After Alibaba Cloud undertakes the service, customers shall assist to carry out services by providing venues, equipment, necessary non-production environment, remote access channels, permissions, clear business objectives, etc.

  • Customer shall review the service content formulated by Alibaba Cloud and confirm the specific service plan provided.

3.1. Division of Labor

3.1.1. Common Responsibilities of Customers and Alibaba Cloud

  • Both parties shall negotiate and confirm the specific business objectives and scope of the partner growth plan service content.

  • After reaching a consensus on business objectives, both parties shall make clear the delivery plan, work description and the division of responsibilities.

3.1.2. Customer's Responsibilities

  • Provide business context, channel size, growth trends and service requirements for a point person to evaluate customer's business objective and the feasibility of service.

  • Review the service content formulated by Alibaba Cloud and confirm the specific service plan based on solution and business requirements.

  • In the process of service, if problem concerned with third-party software occurs, the customer must be responsible for negotiating with the third party to assist Alibaba Cloud in solving problems.

3.1.3 Alibaba Cloud's Responsibilities

  • Provide support scheme based on customer's business objectives and scenario which meets customer's actual needs.

  • After the service is launched, Alibaba Cloud shall provide various service contents according to the service package customer selected (please refer to service items).

3.1.4. Standard of Completion

  • The partner growth plan that customer purchases enter into service cycle, and Alibaba Cloud completes service support within the corresponding service cycle.

3.2. Service items

Package

Service items

Service description

Selected

Technical Support

7×24 unlimited technical ticket

IM Group

7*24

Service Management

Remote service manager to speed up emergency problems

Remote TAM Pool

Cloud Resource Health check based on Advisor

1 Time/Year

Package

Service items

Service description

Premium

Technical Support

7×24 unlimited technical ticket

IM Group

7*24

Service Management

Designated technical account manager to speed up emergency problems and proactively assist with optimization and coordinate access to programs

Dedicated TAM

Critical Time Guarantee

1 Time/Year

Cloud Resource Health check based on Advisor

1 Time/Quarter

Cloud Migration Consulting Service

1 Time/Year

Application Migration Implementation Service

Additional cost, enjoy 10% discount on migration implementation service

Landing Zone General Design

1 Time/Year

Enjoy 10% discount on detailed Landing Zone design and implementation

Security Management Service

Additional cost, enjoy 10% discount on security management service

Package

Service items

Service description

Elite

Technical Support

7×24 unlimited technical ticket

IM Group

7*24

Service Management

Designated technical account manager to speed up emergency problems and proactively assist with optimization and coordinate access to programs

Dedicated TAM

Critical Time Guarantee

2 Time/Year

Cloud Resource Health check based on Advisor

1 Time/Month

Provide cloud product usage report

Cloud Migration Consulting Service

2 Time/Year

Application Migration Implementation Service

Additional cost, enjoy 20% discount on migration implementation service

Landing Zone General Design

1 Time/Year

Enjoy 20% discount on detailed Landing Zone design and implementation

Security Management Service

Additional cost, enjoy 20% discount on security management service

Package

Service items

Service description

Flagship

Technical Support

7×24 unlimited technical ticket

IM Group

7*24

Service Management

Designated technical account manager to speed up emergency problems and proactively assist with optimization and coordinate access to programs

Dedicated TAM

Critical Time Guarantee

3 Time/Year

Cloud Resource Health check based on Advisor

1 Time/Month

Provide cloud product usage report

Cloud Migration Consulting Service

3 Time/Year

Application Migration Implementation Service

Additional cost, enjoy 30% discount on migration implementation service

Landing Zone General Design

1 Time/Year

Enjoy 30% discount on detailed Landing Zone design and implementation

Security Management Service

Additional cost, enjoy 30% discount on security management service

4. Service SLA

Serial Number

Severity Level

Description

Response Level

1

Critical

Business-critical system/component down, needs immediate support

< 15mins

2

Urgent

Production system/component down or greatly impaired, need quick support

< 40mins

3

High

Key system impaired

< 4hrs

4

Medium

System impaired

< 8hrs

5

Low

General question or requests

< 18hrs

5. Service process

伙伴支持计划

6. Acceptance criteria

Alibaba Cloud provides the following deliverables:

Package

Deliverables

Type of deliverables

Elite

Ticket Closure

Ticket

Product usage /Service Summary Report

Document

Flagship

Ticket Closure

Ticket

IM Enterprise Group

Enterprise Group

Critical Time Guarantee/Product usage /Service Summary Report

Document

7. Mark of Completion

The time-based partner growth plan enters into normal service cycle, and Alibaba Cloud provides service within the corresponding service cycle.