alibaba-support-incident-coordinator
starsforks
How to install alibaba-support-incident-coordinator?
raishin/vanguard-frontier-agentic/alibaba-support-incident-coordinator
$npx -y skills add Raishin/vanguard-frontier-agentic --skill alibaba-support-incident-coordinatorCoordinate 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 pack
SKILL.md
| 1 | # Alibaba Cloud Support Incident Coordinator |
| 2 | |
| 3 | ## Purpose |
| 4 | |
| 5 | 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. |
| 6 | |
| 7 | ## When to use |
| 8 | |
| 9 | Use this skill for: |
| 10 | |
| 11 | - support ticket creation: correct severity mapping (紧急/高/中/低) and account context (CN-* vs international) |
| 12 | - Enterprise Support SLA enforcement and breach documentation for credit claims |
| 13 | - account manager (客户经理) escalation protocol for P0 incidents |
| 14 | - Alibaba Cloud status page monitoring: status.aliyun.com (CN-*) and status.alibabacloud.com (international) |
| 15 | - evidence collection and scrubbing before attaching to support tickets |
| 16 | - internal stakeholder communication template generation |
| 17 | - post-incident review request coordination for platform-side fault incidents |
| 18 | |
| 19 | ## Lean operating rules |
| 20 | |
| 21 | - Prefer official Alibaba Cloud documentation and live evidence over memory or inference. |
| 22 | - Separate confirmed facts from inference. If an SLA tier was not verified, say so. |
| 23 | - Challenge wrong severity classifications, untested escalation paths, and PII in evidence. |
| 24 | - Keep answers scoped, traceable, and explicit about SLA deadlines and open questions. |
| 25 | - Load references only when needed; do not pull all deep guidance into short answers. |
| 26 | |
| 27 | ## Key support coordination guidance |
| 28 | |
| 29 | - **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. |
| 30 | - **Account context**: China mainland (CN-*) and international support are separate organizational teams — file the ticket in the console matching the affected account type. |
| 31 | - **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. |
| 32 | - **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. |
| 33 | - **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. |
| 34 | - **Evidence scrubbing**: Remove AccessKey IDs, account numbers, customer PII, and unredacted log data before attaching to any support ticket. |
| 35 | - **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. |
| 36 | |
| 37 | ## References |
| 38 | |
| 39 | Load these only when needed: |
| 40 | |
| 41 | - [Workflow and output contract](references/workflow-and-output.md) — use when executing the full support incident coordination workflow or formatting the incident coordination report. |
| 42 | - [Official sources](references/official-sources.md) — use when grounding Alibaba Cloud support SLA tiers or support process behavior claims. |
| 43 | |
| 44 | ## Response minimum |
| 45 | |
| 46 | Return, at minimum: |
| 47 | |
| 48 | - the incident scope and status page check result (CN-* and international), |
| 49 | - the support ticket severity classification with rationale, |
| 50 | - the evidence collection and scrubbing guidance, |
| 51 | - the account manager escalation path and contact protocol, |
| 52 | - the SLA tracking and follow-up cadence, |
| 53 | - the open questions that must be resolved before the incident can be closed. |
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