This document describes Alibaba Cloud's Support Plan, its scope, service levels, process and FAQs.
The Support Plan Work Instruction outlines the services Alibaba Cloud provides to partners and their end‑customers, including consulting, issue troubleshooting, and technical guidance. It defines the service scope, prerequisites, and the responsibilities of both the customer and Alibaba Cloud.
The document also details the service level agreements (SLA), response times for different severity levels, the service workflow, and the deliverables such as reports and work order closures. Frequently asked questions clarify purchase limits, response times, and how to obtain the plan. This manual is written in Chinese.