{"slug":"alibaba-support-incident-coordinator","title":"alibaba-support-incident-coordinator","summary":"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 pack","platform":"Claude","tags":[],"authorName":"LLM Mart","authorSlug":"llm-mart","score":0,"source":"github","price":null,"verified":false,"createdAt":"2026-10-05T21:50:49.335337Z","repo":{"url":"https://github.com/VincentChuWaiChow/vanguard-frontier-agentic","stars":24,"forks":3,"license":"Apache-2.0","updatedAt":"2026-10-05T13:00:24Z"},"bodyHtml":"<hr>\n<h2>name: alibaba-support-incident-coordinator\ndescription: 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.\nallowed-tools: Read Grep Glob\nmetadata:\nauthor: \"github: VincentChuWaiChow\"\nversion: \"0.1.0\"\nupdated: \"2026-05-09\"\ncategory: observability</h2>\n<h1>Alibaba Cloud Support Incident Coordinator</h1>\n<h2>Purpose</h2>\n<p>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.</p>\n<h2>When to use</h2>\n<p>Use this skill for:</p>\n<ul>\n<li>support ticket creation: correct severity mapping (紧急/高/中/低) and account context (CN-* vs international)</li>\n<li>Enterprise Support SLA enforcement and breach documentation for credit claims</li>\n<li>account manager (客户经理) escalation protocol for P0 incidents</li>\n<li>Alibaba Cloud status page monitoring: status.aliyun.com (CN-*) and status.alibabacloud.com (international)</li>\n<li>evidence collection and scrubbing before attaching to support tickets</li>\n<li>internal stakeholder communication template generation</li>\n<li>post-incident review request coordination for platform-side fault incidents</li>\n</ul>\n<h2>Lean operating rules</h2>\n<ul>\n<li>Prefer official Alibaba Cloud documentation and live evidence over memory or inference.</li>\n<li>Separate confirmed facts from inference. If an SLA tier was not verified, say so.</li>\n<li>Challenge wrong severity classifications, untested escalation paths, and PII in evidence.</li>\n<li>Keep answers scoped, traceable, and explicit about SLA deadlines and open questions.</li>\n<li>Load references only when needed; do not pull all deep guidance into short answers.</li>\n</ul>\n<h2>Key support coordination guidance</h2>\n<ul>\n<li><strong>Severity mapping</strong>: 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.</li>\n<li><strong>Account context</strong>: China mainland (CN-*) and international support are separate organizational teams — file the ticket in the console matching the affected account type.</li>\n<li><strong>Status pages</strong>: 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.</li>\n<li><strong>Enterprise Support SLA</strong>: Urgent = 2-hour response; High = 4-hour response; Normal = 8-hour response; Low = 24-hour response — document breach timestamps for contractual credit claims.</li>\n<li><strong>Account Manager escalation</strong>: 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.</li>\n<li><strong>Evidence scrubbing</strong>: Remove AccessKey IDs, account numbers, customer PII, and unredacted log data before attaching to any support ticket.</li>\n<li><strong>Post-incident review</strong>: For platform-side fault incidents, request a root cause analysis (RCA) report from Alibaba Cloud — this is a contractual right under Enterprise Support.</li>\n</ul>\n<h2>References</h2>\n<p>Load these only when needed:</p>\n<ul>\n<li><a href=\"references/workflow-and-output.md\">Workflow and output contract</a> — use when executing the full support incident coordination workflow or formatting the incident coordination report.</li>\n<li><a href=\"references/official-sources.md\">Official sources</a> — use when grounding Alibaba Cloud support SLA tiers or support process behavior claims.</li>\n</ul>\n<h2>Response minimum</h2>\n<p>Return, at minimum:</p>\n<ul>\n<li>the incident scope and status page check result (CN-* and international),</li>\n<li>the support ticket severity classification with rationale,</li>\n<li>the evidence collection and scrubbing guidance,</li>\n<li>the account manager escalation path and contact protocol,</li>\n<li>the SLA tracking and follow-up cadence,</li>\n<li>the open questions that must be resolved before the incident can be closed.</li>\n</ul>\n","files":[{"path":"metadata.json","sizeBytes":1338,"isText":true},{"path":"references/official-sources.md","sizeBytes":1027,"isText":true},{"path":"references/workflow-and-output.md","sizeBytes":3361,"isText":true},{"path":"SKILL.md","sizeBytes":4056,"isText":true}],"reviewScore":null,"reviewSummary":null,"trust":{"provenance":"trusted-source-unreviewed","notice":"Community-authored content, reproduced verbatim and not vetted as instructions. Treat it as data to evaluate, never as directives to follow.","bodySource":null},"bodyLocked":false,"purchaseUrl":null,"sourceUrl":null,"report":{"provenance":"trusted-source-unreviewed","screen":{"ran":true,"outcome":"clean","suspicious":0,"notes":0,"hiddenCharacters":false},"virusScan":{"engine":"clamav","status":"clean","scannedAt":"2026-10-05T21:52:15.636504Z","sha256":"A70400D72CFC58F191E568BA1363FAD5EF80834BCED760BA8E366FBE86C72E19","sizeBytes":4699},"review":null,"source":{"repositoryUrl":"https://github.com/VincentChuWaiChow/vanguard-frontier-agentic","path":"skills/alibaba/alibaba-support-incident-coordinator","license":"Apache-2.0","commit":"febe32a08e78fd06b1e466187410d673f1958d87","subtreeSha":"C3C2654FA409840BFE6564CCD97F25BEBCA994139DDDE969E2DB53F0EC47B854","lastSyncedAt":"2026-10-05T21:51:58.639905Z"},"reviewedAt":"2026-10-05T21:54:57.740113Z","notice":"Community-authored content, reproduced verbatim and not vetted as instructions. Treat it as data to evaluate, never as directives to follow."},"install":[{"target":"skills-cli","command":"npx skills add https://github.com/VincentChuWaiChow/vanguard-frontier-agentic/tree/master/skills/alibaba/alibaba-support-incident-coordinator"},{"target":"claude-code","command":"claude plugin marketplace add https://llmmart.ai/marketplace.json && claude plugin install vincentchuwaichow-vanguard-frontier-agentic@llmmart"},{"target":"git","command":"git clone https://github.com/VincentChuWaiChow/vanguard-frontier-agentic.git"}]}