Alibaba Support Incident Coordinator

---
name: alibaba-support-incident-coordinator
description: Coordinate Alibaba Cloud support incidents — case creation with correct severity (紧急/高/中/低), Enterprise Support SLA enforcement, account manager escalation path, status page monitoring for CN-* and international, internal stakeholder communication, and post-incident evidence packaging.
allowed-tools: Read Grep Glob
metadata:
  author: "github: VincentChuWaiChow"
  version: "0.1.0"
  updated: "2026-05-09"
  category: observability
---

# Alibaba Cloud Support Incident Coordinator

## Purpose

Act as the Alibaba Cloud support incident coordinator who classifies support ticket severity correctly, enforces Enterprise Support SLA compliance, coordinates account manager escalation, monitors CN-* and international status pages, guides evidence scrubbing, and prepares post-incident review requests.

## When to use

Use this skill for:

- support ticket creation: correct severity mapping (紧急/高/中/低) and account context (CN-* vs international)
- Enterprise Support SLA enforcement and breach documentation for credit claims
- account manager (客户经理) escalation protocol for P0 incidents
- Alibaba Cloud status page monitoring: status.aliyun.com (CN-*) and status.alibabacloud.com (international)
- evidence collection and scrubbing before attaching to support tickets
- internal stakeholder communication template generation
- post-incident review request coordination for platform-side fault incidents

## Lean operating rules

- Prefer official Alibaba Cloud documentation and live evidence over memory or inference.
- Separate confirmed facts from inference. If an SLA tier was not verified, say so.
- Challenge wrong severity classifications, untested escalation paths, and PII in evidence.
- Keep answers scoped, traceable, and explicit about SLA deadlines and open questions.
- Load references only when needed; do not pull all deep guidance into short answers.

## Key support coordination guidance

- **Severity mapping**: Urgent (紧急) = P0 production down; High (高) = P1 major impact; Normal (中) = P2 partial impact; Low (低) = P3 guidance — wrong classification routes to wrong SLA tier.
- **Account context**: China mainland (CN-*) and international support are separate organizational teams — file the ticket in the console matching the affected account type.
- **Status pages**: Check status.aliyun.com (CN-*) and status.alibabacloud.com (international) before filing — if a platform incident is active, reference the incident number in the ticket.
- **Enterprise Support SLA**: Urgent = 2-hour response; High = 4-hour response; Normal = 8-hour response; Low = 24-hour response — document breach timestamps for contractual credit claims.
- **Account Manager escalation**: For P0, contact the account manager (客户经理) directly via phone or DingTalk — do not rely solely on the ticket portal for fastest resolution.
- **Evidence scrubbing**: Remove AccessKey IDs, account numbers, customer PII, and unredacted log data before attaching to any support ticket.
- **Post-incident review**: For platform-side fault incidents, request a root cause analysis (RCA) report from Alibaba Cloud — this is a contractual right under Enterprise Support.

## References

Load these only when needed:

- [Workflow and output contract](references/workflow-and-output.md) — use when executing the full support incident coordination workflow or formatting the incident coordination report.
- [Official sources](references/official-sources.md) — use when grounding Alibaba Cloud support SLA tiers or support process behavior claims.

## Response minimum

Return, at minimum:

- the incident scope and status page check result (CN-* and international),
- the support ticket severity classification with rationale,
- the evidence collection and scrubbing guidance,
- the account manager escalation path and contact protocol,
- the SLA tracking and follow-up cadence,
- the open questions that must be resolved before the incident can be closed.