版本：v2.0
更新日期：2024年9月19日
Updated Date: September 19, 2024
本服務條款是阿里云上的Salesforce產品（或稱“產品”、“本產品”）的標準支持服務條款，并由您（或“客戶”）與阿里云計算有限公司及其關聯公司（下稱“阿里云”或“我們”）共同簽訂。阿里云將根據本服務條款向您提供適用于已購產品的標準售后支持服務（“支持服務”），且不收取額外費用。
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.
請注意：除非另有約定，本服務條款不適用于任何測試版產品、免費試用或免費服務等。
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.
本服務條款以中文和英文書就，中文文本與英文文本不一致之處，以中文文本為準。
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.
相關術語以本服務條款和阿里云上的Salesforce產品服務條款中規定的定義為準。
Capitalized terms have the definitions set forth herein and in Salesforce on Alibaba Cloud Products Terms of Service.
1. 產品支持服務范圍 Scope of Support Services for Products
1.1. 產品支持服務范圍包含：
The scope of Support Services for Products includes:
1.1.1. 產品功能相關的技術問題和故障處理。
Handling technical issues and malfunctions related to the functionalities of Products.
1.1.2. 產品API相關技術問題和故障處理。
Handling technical issues and malfunctions related to the APIs of Products.
1.1.3. 產品服務訂閱和服務授權相關的支持。
Providing support related to service subscriptions and service authorizations of Products.
1.2. 產品支持服務范圍不包含：The scope of Support Services for Products does NOT include:
1.2.1. 非正式版本產品的功能模塊，例如測試版產品、免費試用或免費服務等。
Informal version of products modules, such as Beta Products, free trial, or Free Services, etc.
1.2.2. 產品的實施和交付服務。
Implementation and delivery services for Products.
1.2.3. 實例管理員用戶以外的用戶密碼找回和重設。
Password retrieval and resetting for Users other than instance administrators.
1.2.4. 實例管理員用戶以外的用戶信息修改。
Modification of user information for Users other than instance administrators.
1.2.5. 阿里云云市場上為本產品或基于本產品而開發的ISV應用，除非明確注明由阿里云提供支持服務的。
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. 實施或管理與本產品無關的產品、服務和技術服務，以及第三方產品技術如數據庫，網絡或通信系統等的啟用和集成。
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. 創建或者測試本產品相關的客制化代碼，包括SOQL查詢等。
Creating or testing customized code related to Products, including SOQL queries.
1.2.8. 客制化應用、代碼等相關的開發支持、包括相關的技術、性能問題以及故障處理。
Development Support for custom applications and code, including related technical, performance issues, and malfunction handling.
1.2.9. 非由Salesforce, Inc.及其關聯公司或阿里云官方提供的產品工具、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. 客制化應用、代碼、Metadata的部署、Sandbox刷新以及性能測試等活動的實時監測。
Real-time monitoring of activities such as deployments of custom applications and code Metadata, etc., Sandbox refreshes and Performance testing.
2. 支持服務內容 Support Service Content
2.1. 獲取支持 Obtaining Support
你可以通過如下方式聯系阿里云獲取產品支持服務：
You can contact Alibaba Cloud to obtain Support Service for Products through the following ways:
2.1.1. 通過阿里云官網工單服務在線提交工單（含國內站或國際站）。
Submit a ticket online via the Alibaba Cloud Website's ticket service system (including domestic and international sites).
2.1.2. 通過阿里云服務支持熱線（+86 400-80-13260）電話提交工單（僅限國內站）。
Submit a ticket by phone through the Alibaba Cloud service support hotline (+86 400-80-13260) (domestic site only).
2.2. 工單事件等級 Incident Severity Levels
阿里云對您提交的產品工單，根據對實際業務影響程度的不同，從嚴重到普通對工單進行事件等級分類，共分為四個等級。
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.
工單事件等級 Incident Severity Level | 描述 Description |
等級1 - 嚴重 Level 1 - Critical | 業務完全停止且沒有可接受的臨時解決方案。對關鍵業務或近期業務里程碑構成迫在眉睫的威脅，并帶來財務風險。 Business stopping and no acceptable workaround. Imminent threat to key business or near-term business milestones posing financial risk |
等級2 - 緊急 Level 2 – Urgent | 關鍵業務受到影響，且沒有可接受的臨時解決方案。 Key business impacting, no workaround |
等級3 - 重要 Level 3 - Important | 關鍵業務受到影響但有臨時解決方案，或非關鍵業務受到影響但沒有臨時解決方案。 Key business impacting with workaround, OR non-key business impacting no workaround |
等級4 - 普通 Level 4 - Normal | 非關鍵業務受到影響但有臨時解決方案，或不影響業務。 Non-key business impacting with workaround, OR not business impacting |
2.3. 支持服務標準 Support Service SLA
根據您提交的工單事件等級的分類，以及您購買的產品版本，阿里云承諾如下支持服務標準：
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 | 版本或類型 Edition or Type | 支持服務標準 Support Service SLA |
客戶關系管理CRM Customer Relationship Management (“CRM”) | CN 無限版 Unlimited Edition - CN | 增強支持服務標準 Enhanced Support Service SLA |
CN 企業版 Enterprise Edition - CN | 標準支持服務標準 Standard Support Service SLA | |
其他版本 Other Editions | ||
互聯網關CXG Connected Experience Gateway (“CXG”) | 所有類型 | 支持服務標準由對應的 客戶關系管理CRM版本決定 Support Service SLA determined by the corresponding CRM editions |
工單事件等級 Incident Severity Level | 初始響應時間 Initial Response Time | |
標準支持服務標準 Standard Support Service SLA | 增強支持服務標準 Enhanced Support Service SLA | |
等級1 - 嚴重 Level 1 - Critical | 2個工作日以內（8x5支持） Within 2 business days (8x5 support) | 1小時（24x7支持） Within 1 hour (24x7 support) |
等級2 - 緊急 Level 2 – Urgent | 2小時（24x7支持） Within 2 hours (24x7 support) | |
等級3 - 重要 Level 3 – Important | 4小時（8x5支持） Within 4 hours (8x5 support) | |
等級4 - 普通 Level 4 – Normal | 8小時（8x5支持） Within 8 hours (8x5 support) | |
注1：對于事件等級為“1 - 嚴重”和“2 - 緊急”的工單，您需要提供該問題對您業務的具體影響（如：是否影響關鍵業務、是否有可接受的臨時解決方案、受影響的用戶數量、潛在的財務風險等內容）。根據您提供的信息，阿里云可能會調整您的工單事件等級并提供與之相應的支持服務標準。
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：指中華人民共和國規定的法定節假日和休息日以外的其他時間，通常為周一至周五。
“Business Day” means times other than statutory holidays and rest days as defined by the People's Republic of China, typically Monday to Friday.
工作時間：北京時間上午9時至下午6時。
“Business Hours” means Beijing Time from 9:00 AM to 6:00 PM.
8x5支持：即提供每日8小時（工作時間），每周5天（工作日）的服務支持。
“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小時，每周7天（工作日、休息日和法定節假日）的服務支持。
“24x7 Support” means Support Services provided 24 hours a day, 7 days a week (including business days, rest days, and statutory holidays).
3. 客戶責任 Customer Responsibilities
3.1. 您在線或通過服務支持熱線提交工單時，需要使用下單購買產品訂閱的阿里云賬戶才能獲取產品的支持服務。
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. 您在線或通過服務支持熱線提交工單時的聯系人，需要具備產品的基本知識，能夠復現問題，并能在阿里云的指導下進行產品技術相關問題的診斷和分析。
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. 為提供支持服務之目的，阿里云可能需要您提供并授權阿里云訪問您的租戶或實例才能進行問題診斷等相應操作。這種情況下，需要您授權阿里云訪問對應的租戶或實例后，阿里云才能繼續進行問題診斷和排查。
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. 您提交工單時，需要協助阿里云工程師，根據指定模板，填寫包括問題描述、復現過程、業務影響、租戶ID等信息。您需要真實地填寫對應信息，以便阿里云判斷事件等級并響應，以及進行問題診斷。
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. 您負責自行評估并實施在支持服務中收到的任何關于產品的建議和指導。
You are responsible for evaluating and implementing any advice and guidance received regarding Products as part of the Support Services.