Statement of Work (SOW)

Service Overview

Huawei has launched the aPaaS Deterministic O&M to meet the hosting requirements of customers' applications after migration to the cloud basic environments, including self-developed applications of small- and medium-sized enterprises, and project requirements related to the aPaaS O&M support, application hosting, and governance of on-premises cloud customers. The expert technical team ensures smooth project implementation and provides remote or onsite operations optimization services to help customers continuously operate the platform and perform adaptation optimization.

Service Content

• aPaaS Maintenance Service

  Huawei Cloud provides unified and professional O&M services for customers to reduce costs and improve efficiency, ensure service stability of basic application environments after migration to the cloud, and quickly detect, demarcate, and rectify faults. Managed O&M services are currently available for carriers and small- to medium-sized enterprises. Huawei Cloud deterministic operations, as a competitive and professional cloud management service, is a one-stop solution for customers to solve O&M problems, improving customer satisfaction and loyalty. In addition, it encourages customers to continuously purchase or expand Huawei Cloud services.

  Service	Content	Scenario
  aPaaS Technical Support Services (Per 20 Instances)	Provide usage Q&A for aPaaS platforms and products of certain specifications (20 instances), system inspection (infrastructure, middleware, and applications), and problem handling (location, analysis, and rectification). The Q&A covers external model access (only in closed-source API mode), data engineering, knowledge engineering, application design and operation management, and service system interconnection.	The customer's O&M team is not capable enough and needs Huawei's assistance.
  aPaaS Agent Hosting Service	Provide application hosting services for customers' applications during the service period. This includes 24/7 continuous monitoring using customer logs, metrics, and alarms. Respond to and handle alarms generated in the customer's production environment according to the pre-agreed contingency plan. Identify and resolve production faults while managing the entire lifecycle.	The customer hands over the cloud service to a more experienced third party for managed O&M.
  aPaaS High-Reliability Governance Service	Provide services twice a year. Determine the high-reliability governance objectives for customer applications, identify key DFX requirements, such as high availability and resilience design, including DR fault tolerance, overload control, and grayscale release, consider maintainability design, such as deployment and capacity expansion, monitoring, and fault drill solutions, and use IT-based methods to measure the application's DFX capability implementation.	Add the version deployment function and supports a higher proactive prevention level (compared with the basic edition).
  aPaaS Risk Governance Service	Provide services twice a year. Build a health manager tool based on systematic monitoring and data analysis, to quickly detect and analyze risks of service running on the live network. Support visualized and measurable O&M for service improvement, reliability, maintainability, and user experience.
  aPaaS Security and Compliance Governance Service	Infrastructure security: Include scanning for host vulnerabilities, completing annual OS patches, managing privileged accounts (root) for hosts and databases, and periodically changing passwords. The domain name management process is used to monitor the correct resolution of domain names and ensure that WAF protection is configured. This service is provided twice a year. Trustworthy O&M operations: Use the AppStage platform for implementing changes and ensure adherence to change e-flows. The permission management system categorizes roles into personnel of hosts, databases, security, and service O&M, which can be checked through the separation of duties (SOD) permission audit view. Manage operators' permissions on the live network. If the organization structure changes, related operators' permissions are automatically revoked. Manage live network data access and extraction in the production environment through compliant processes to meet privacy requirements. Application running security: Encrypt authentication credentials and sensitive configuration items for storage and invoking, preventing sensitive data leakage. Manage certificates throughout lifecycles, including application, distribution, use, deletion, and monitoring. Ensure compliance with software repository regulations to prevent unauthorized access.
  aPaaS Data Governance Service	Provide basic training on data governance of aPaaS intelligent applications, and review and verify related data, meeting requirements of industry application development and training solutions, as well as training algorithms and applications.
  aPaaS Application O&M Hosting (8/5)	This mode provides customers with remote hosting services during the service period. By using customers' logs, metrics, and alarms, it provides 8/5 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.	This mode applies to scenarios that require average service availability.
  aPaaS Application O&M Hosting (24/7)	This mode provides customers with remote hosting services during the service period. By using customers' logs, metrics, and alarms, it provides 24/7 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.	This mode applies to scenarios that require high service availability.
  aPaaS Application Hosting for Incremental Services (8/5)	This mode provides customers with remote hosting services for new or added applications during the service period. By using customers' logs, metrics, and alarms, it provides 8/5 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.	8/5 incremental service package
  aPaaS Application Hosting for Incremental Services (24/7)	This mode provides customers with remote hosting services for new or added applications during the service period. By using customers' logs, metrics, and alarms, it provides 24/7 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.	24/7 incremental service package
  aPaaS Application Hosting and Implementation Services	In this mode, resources and applications within the customer's target scope are managed by the AppStage O&M center. Up to 100 instances can be managed. The implementation services include resource management, account hosting, log collection, and monitoring configuration.	This mode is used when services are supported by the O&M platform for hosting for the first time.
  aPaaS Application Hosting and Implementation for Incremental Services	In this mode, newly deployed services or added resources are managed to meet O&M requirements.	This mode is used when incremental services are supported by the O&M platform for management.
  aPaaS Platform O&M Indicator System Optimization Service	Based on enterprise business scenarios and IT O&M management, govern the O&M indicator system data architecture, life cycle, quality rules, security control, and application scenarios, plan the entire indicator system from top to bottom, classify and layer isolated data of each system, and determine core KPIs and support indicators at all levels. O&M indicators, such as pre-event prevention, in-event recovery, post-event improvement, and availability dashboard, are scenario-based.	Customers need analysis services related to intelligent O&M.
  aPaaS Platform O&M Fault Management Technical Support Service	Includes observability, fault demarcation and locating, fault self-healing, fault prevention, and fault prediction lifecycle management. Conduct interviews and surveys on the customer's fault status, help the customer comprehensively evaluate the fault recovery maturity, and build the fault mode library and fault recovery plan.	Experience is mastered by a few O&M personnel, and there is no systematic knowledge accumulation. O&M personnel usually play the role of "fire fighting" after the incident occurs and handle the incident only after the incident occurs, resulting in low O&M efficiency.
  aPaaS Platform O&M Chaos Drill Technical Support Service-Medium	Fault mode library, drill fault scenarios, drill process design, drill plan, recommended drill report, and drill operation mechanism	For medium-sized enterprises, customers need to understand and improve their chaotic engineering capabilities to improve system availability.
  aPaaS Platform O&M Chaos Drill Technical Support Service-Large	Fault mode library, drill fault scenarios, drill process design, drill plan, recommended drill report, and drill operation mechanism	For large-scale enterprises, customers need to understand and improve their chaotic engineering capabilities to improve system availability.
  aPaaS Platform O&M Release Management Technical Support Service-Large	Change risk control mechanism, change actions, and SOPs, from which dimensions risks are controlled, analyze and evaluate the risk impact degree by digital measurement of risks in terms of change solution, change process, and permission management, and take risk mitigation or mitigation measures for risks related to personnel, tools, and process factors during the change process. Management measures taken to ensure the success of the change and minimize the explosion radius of the problems that may be caused by the change. This item is applicable to large-scale O&M teams.	Large-scale O&M organization, with more than 50 O&M application systems
  aPaaS Platform O&M Release Management Technical Support Service-Medium	Change risk control mechanism, change actions, and SOP, and the dimensions from which risks are controlled. Digitally measure, analyze, and evaluate the risk impact degree in terms of change solution, change process, and permission management, and take risk mitigation or mitigation measures for risks related to human, tool, and process factors during the change process. The management measures taken to ensure the success of the change and minimize the explosion radius of the problems that may be caused by the change. This item is applicable to large-scale O&M teams.	Medium-scale O&M organization, 20 to 50 O&M application systems
  aPaaS Platform O&M Observability Technical Support Service	Based on the survey on the customer's observability status, fully identify the problems and requirements in the customer's observability construction, plan and design the observability, and help the customer improve the observability capability, ensure system stability, improve user experience, enhance system and data security, and optimize resource utilization. Enable other O&M methods.	This mode is applicable to the scenario where the O&M is poor in observability and alarm and fault detection and locating are slow.
  aPaaS Platform O&M Production Readiness Review Technical Support Service	Huawei provides consulting services to focus on service availability. Before the open beta test (OBT) or commercial use, the production readiness review phase is set to identify O&M problems and risks after the product goes live in advance and reduce production accidents.	This document is applicable to the scenario where problems frequently occur after service rollout and change, and the version release quality needs to be improved.
  aPaaS Platform O&M Running Status Risk Assessment Technical Support Service	To improve the stability and reliability of the customer's service system, Huawei provides the running-state risk assessment service. This includes advanced theories, rich practical experience, perfect processes, all running instances and full quality elements, identifying live network running risks, evaluating live network health in real time through the problem management process and the establishment of a live network risk measurement system, and driving the orderly and quick closure of live network risks. Continuously improve the live network quality.	Apply to the scenario where problems or risks need to be detected and identified in a timely manner.
  aPaaS Platform O&M Service Availability Measurement Technical Support Service	By surveying the service availability status, we can find the weakness in the availability of the customer's service system, plan the availability monitoring of the service system, evaluate the reasonableness of the availability measurement indicators, and form the monitoring baseline for the availability of the service system. Through the availability monitoring review process, we can help the service and O&M after the service system goes live. Service availability monitoring is complete for each service system to ensure that the service system availability is monitored on the live network after the service system goes live.	This mode is applicable to the scenario where the service system availability is low and the service quality is poor.
  aPaaS Platform O&M Chaos Engineering Drill Service	Help users verify potential risks of the system online and build the system capability of chaos engineering by identifying and constructing fault patterns, analyzing and controlling risks, developing emergency plans, injecting faults, recovering faults, and rechecking. Construct the failure mode library and weapon library to verify the effectiveness of the emergency plan.	The customer needs to improve the drill capability of chaos engineering and assist the customer in completing the drill.
  aPaaS Platform O&M Fault Management Managed Service	Based on HUAWEI CLOUD expert experience and best practices of cloud service O&M, fault trees are sorted out and emergency plans are developed for core applications that have pain points. Chaos drills and verification are performed to help customers improve fault recovery efficiency and ensure stable service running.	Customer service faults occur frequently, and the fault management process is not standard.
  aPaaS Platform O&M Release Management Optimization Implementation Service	Analyze process risks based on a single change scenario, such as software change and configuration change, sort out the corresponding standardized SOP, and provide optimization suggestions.	1. The customer's change management system is insufficient. 2. The customer has some standardized operation capabilities and needs to advance the risk control for deterministic changes.
  aPaaS Platform O&M Release Management Onsite Support Service - Basic Package	Be responsible for change review management, change backtracking, change knowledge summary, major change support, and change project management. Each basic package contains a maximum of 100 applications.
  aPaaS Platform O&M Release Management Onsite Support Service - Incremental Package	The service content is the same as that of the preceding basic service. It is mainly used for applications beyond the basic package. Each incremental package contains a maximum of 10 applications.
  aPaaS Platform Production Readiness Review Governance Service	Based on the O&M tool, provide the production readiness review service for customers, develop the corresponding review process, and formulate the review sub-items, content description, and evaluation criteria related to the PRR review. Automatically implement online review related development work, perform PRR review test on actual services, and provide review results.	This document is applicable to the scenario where Huawei experts review the actual production readiness for customers and drills.
  aPaaS Platform Runtime Risk Assessment Governance Service	Based on the running-state risk assessment service and O&M tools, customize the standard process for customer running-state risk assessment, and customize the information and detection standards related to risk assessment sub-items. Automatically implement part of the assessment, evaluate the risks of actual services, and provide the assessment results.	This document is applicable to the drills and operations that require Huawei experts to perform the actual running-state risk assessment service for customers.
  aPaaS Platform Service Availability Measurement Governance Service	Based on the SLO/SLI usability design service and the actual services and O&M tools of the customer, formulate the SLO of the customer's product, develop the corresponding SLI indicators and baseline data, and monitor the SLO/SLI indicators of the service.	This document is applicable to the drills and operations that require Huawei experts to perform the actual availability measurement service for customers.
  aPaaS Platform O&M Tool Governance Service	Based on customer requirements, Huawei provides O&M tools for customers to monitor service applications and resources, collect and report service alarms, and perform routine O&M management.	Applicable to scenarios where customers require Huawei intelligent O&M tools. Yearly package
  aPaaS Platform O&M Tool Governance Service - Incremental Package	Based on customer requirements, Huawei provides O&M tools for customers to monitor service applications and resources, collect and report service alarms, and perform routine O&M management.	Applicable to the scenario where customers require Huawei intelligent O&M tools. The incremental package is monthly.

• aPaaS Operation Service

  Huawei Cloud provides customers with comprehensive aPaaS Operation Service. Module optimization provides model access, optimization, and evaluation. Application development support assists developers in development, such as model inference acceleration, knowledge engineering, application orchestration, and deployment. Scenario-specific application incubation helps customers build and incubate intelligent applications from start to finish. aPaaS operations services support user, data, resource, application. In addition, application adaption and optimization are also supported.

  Service	Content	Scenario
  aPaaS Agent Development Support Service-Senior Expert	Provide basic development support, including SDK/API usage support and demo display, development environment setup guide, and application development guide. Assist customers in data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, application deployment, and application integration, helping customers develop intelligent applications on the platform.	The customer needs Huawei Cloud professional services for operations optimization.
  aPaaS Agent Development Support Service-Senior Consultant	Provide development support for migrating, adapting, and reconstructing applications or data on aPaaS. The content includes migration evaluation and solution design of AI applications and matching models, reconstruction and commissioning of AI applications and model inference scripts, performance optimization of single-node and distributed systems, and fine-tuning, training script reconstruction, and performance debugging of foundation models.
  aPaaS Agent Development Support Service-Senior Managing Consultant	Provide development support services for customers to develop common components on aPaaS, including the following scenarios: interconnection with third-party closed-source models; introduction of open-source models; incremental pre-training; scenario-based optimization of open-source models; model assessment solution, including the assessment policies, assessment datasets, and execution process (Objective content: automatically completed by the accelerator; subjective content: manual execution); data preparation, including data access, governance (cleansing, deduplication, and normalization), and dataset generation; knowledge base building; prompt projects; dynamic knowledge injection (retrieval-augmented generation); knowledge base access.
  aPaaS Agent Development Support Service-Senior Managing Principal	Provide customers with professional development support services during application development, including requirement survey and solution design support for the overall application solution based on customers' application scenarios, including but not limited to planning for compute, storage, and networking, data preparation design, large model selection and evaluation, and solutions for model orchestration and software platform integration. Provide development support based on the existing application design solution. This includes data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, and deployment.
  aPaaS Platform User Operation Service	Based on service characteristics, design key metrics (such as success rate, latency, and download speed) for service performance experience, collect and display metric data, perform analysis and drill-down, and provide optimization tools and methods for key metric performance and better user experience.
  aPaaS Platform Data Operation Service	Service delivery (SD) O&M change management: Optimize the change duration, improve the automation rate, and improve the Infrastructure as Code (IaC) change access rate. Issue To Resolution (ITR) O&M event issue management: Reduce the number of O&M events, shorten the average event recovery duration, and improve the event alarm coverage. Business Continuity Management (BCM) fault drill management: Improve the completion rate of BCM contingency plans, increase the BCM automatic execution rate, and cover more fault scenarios. O&M and capability assessment: Measure and govern maintainability design, O&M quality design, O&M security, and global O&M capabilities.
  aPaaS Platform Resource Operation Service	Develop cloud infrastructure capabilities, including budget management, cost optimization, and resource management. Use in-depth data analysis and potential exploration to guide compliant and reasonable resource utilization, continuously improving efficiency.
  aPaaS Agent Operation Service	Provide technical support for operations center issues, such as configuration guide, O&M implementation, troubleshooting, delivery training, and environment configuration. Build an operations system for data operations metric analysis, scenario-specific data models, and operations dashboard configuration guide. Provide data collection solution consulting, metric system establishment and configuration, data ingestion and integration development, tracing point collection, and metadata import guide.
  aPaaS Platform O&M Digital Diagnosis Service-Basic Edition	Conduct interviews and surveys based on the customer's O&M status, integrate standards, models, and industry SRE practices in multiple fields, perform targeted diagnosis, propose optimization policies, and output survey and diagnosis reports.	This document is mainly applicable to customers' IT departments with no more than 50 employees and related business departments with no more than 10 employees. The complexity and uncertainty of O&M keep increasing. The O&M capability cannot meet the increasing availability requirements of enterprises' digital transformation. Therefore, basic diagnosis services are required.
  aPaaS Platform O&M Digital Diagnosis Service-Professional Edition	Based on the customer's O&M status, evaluate the maturity, diagnose the fault based on multiple domain standards, models, and industry SRE practices, propose optimization policies, and output survey reports, maturity assessment reports, and diagnosis reports.	This document is mainly applicable to customers' IT departments with no more than 50 employees and related business departments with no more than 10 employees. The O&M complexity and uncertainty of customers keep increasing. The O&M capability cannot meet the increasing availability requirements of enterprises' digital transformation. Professional diagnosis services are required.
  aPaaS Platform O&M Digital Assessment and Planning Service-Medium	Based on the O&M digital diagnosis report and enterprise development strategy, align the O&M transformation objectives with executives, analyze gaps, and provide improvement suggestions, output the overall O&M transformation plan and evolution roadmap, and customize a definite O&M system for customers.	This document mainly applies to customers with 20 to 50 IT department employees and 10 related business departments. The customer's O&M system does not have strictly defined process roles and responsibilities. It relies on personal experience and passive O&M driven by events. Some siloed tools are built, resulting in low overall efficiency.
  aPaaS Platform O&M Digital Assessment and Planning Service-Large	Based on the O&M digital diagnosis report and enterprise development strategy, align with the O&M transformation objectives with executives, analyze gaps, and provide improvement suggestions, output the overall O&M transformation plan and evolution roadmap, and customize a definite O&M system for customers.	This document is mainly intended for customers with more than 50 IT personnel and more than 10 related business departments. The customer's O&M system does not have strictly defined process roles and responsibilities. It relies on personal experience and passive O&M driven by events. Some siloed tools are built, resulting in low overall efficiency.
  aPaaS Platform O&M Organization Optimization Service-Medium	Based on the As-Is Survey and Diagnosis Analysis Report and the Overall Planning and Evolution Roadmap of Deterministic O&M, Huawei helps customers design organizational structures and job responsibilities suitable for enterprises and facilitates the implementation of deterministic O&M capabilities.	The customer IT department has 20 to 50 employees and 10 related business departments. Based on the output of the basic package and customer requirements, the customer needs to purchase the basic package and then the incremental package. It is mainly to help enterprises design organizational structure and job responsibilities, and optimize organization and culture.
  aPaaS Platform O&M Organization Optimization Service-Large	Based on the As-Is Survey and Diagnosis Analysis Report and the Overall Planning and Evolution Roadmap of Deterministic O&M, help customers design organizational structures and job responsibilities suitable for enterprises and facilitate the implementation of deterministic O&M capabilities.	The customer has more than 50 IT department employees and more than 10 related business departments. Based on the output content of the basic package and customer requirements, the customer needs to purchase the basic package and then the incremental package. It is mainly to help enterprises design organizational structure and job responsibilities, and optimize organization and culture.
  aPaaS Platform O&M Tool Consulting and Planning Service	Provides consulting and planning services for the O&M tool system, including requirement insight, precise model selection, blueprint drawing, and strategic planning. Help enterprises plan an end-to-end integrated O&M tool platform to improve O&M efficiency and quality.	The customer needs to plan or improve technical capabilities, such as ITSM tools, automatic O&M platform, E2E service monitoring and alarm reporting, log management, and visualized large screen.
  aPaaS Platform O&M Process Optimization Service-Medium	The detailed design is based on the seven O&M processes and specifications that meet the customer's business requirements. The seven O&M processes and specifications are as follows: (Change management, monitoring alarm management, including on-call management, event management, including WarRoom, backtracking and improvement management, problem management, capacity management, and delivery-to-maintenance)	This document is mainly applicable to customers' IT department with 20 to 50 employees. If the number of related business departments is less than 10, you need to purchase the basic package first and then the incremental package. Help enterprises design seven sets of standardized O&M processes and specifications.
  aPaaS Platform O&M Process Optimization Service-Large	The detailed design is based on the seven O&M processes and specifications that meet the customer's business requirements. (Change management, monitoring alarm management, including on-call management, event management, including WarRoom, backtracking and improvement management, problem management, capacity management, and delivery-to-maintenance)	Customers with more than 50 IT personnel and more than 10 related business departments need to purchase the basic package and then the incremental package. Help enterprises design seven sets of standardized O&M processes and specifications.

Prerequisites

• The customer has either purchased or intends to use Huawei Cloud aPaaS and its related products.
• The customer has granted Huawei Cloud permission to process relevant data in their system during service delivery.
• The customer has designated a team to work with Huawei Cloud service team to complete O&M services.
• The customer and Huawei Cloud have confirmed the migration solution and signed a contract.

Service Scope

1. Covered Content
   • aPaaS Maintenance Service
     • Cloud service applications running on or managed through aPaaS.
     • Underlying modules of Huawei Cloud that are integrated into and sold through aPaaS.
   • aPaaS Operation Service
     • Cloud service applications running on or managed through aPaaS.
     • Underlying modules of Huawei Cloud that are integrated into and sold through aPaaS.
2. Not Covered Content
   • aPaaS Maintenance Service
     • Third-party applications introduced by customers.
     • Underlying modules of Huawei Cloud that are not integrated into or sold by aPaaS.
     • The reconstruction fee of the customer's system architecture generated during the O&M service is not covered and needs to be purchased separately. If the customer's resources are inadequate or do not meet the service's security redundancy design (found during inspection), the customer needs to pay for the reconstruction.
   • aPaaS Operation Service
     • Third-party applications introduced by customers.
     • Underlying modules of Huawei Cloud that are not integrated into or sold by aPaaS.
     • Extra resources required during operations are not covered. For example, extra storage and computing resources are required for data analysis, and the customer needs to pay extra fees.
3. Service Area

   Outside the Chinese mainland

Service Process

• One-off Services (aPaaS Operation Service and aPaaS Maintenance Service)

  Stage	Description
  Requirement survey	Fully communicate with the customer on their requirements.
  Solution design	Clarify the existing problems and provide corresponding solutions through in-depth communication with the customer.
  Solution output	Generate the XXX Customer ______ Solution Proposal based on the project objective, which must be reviewed and approved by the customer.
  Implementation	Construct the project according to the service content.
  Summary	Summarize the project achievements, analyze the problems in the construction, and make a summary report.

• Yearly/Monthly Services (aPaaS Maintenance Service)

  Stage	Content	Description
  Preparations	Requirement communication	Huawei fully communicates with the customer about the specific requirements of O&M personnel, such as the service type, service duration, and engineer level.
  	Requirement confirmation	Huawei collects customer requirements, evaluates resources, and confirms the customer's O&M service requirements.
  	Contract signing	Huawei provides the O&M service quotation and discusses with the customer about the contract. Both parties sign the contract after reaching an agreement.
  Implementation	Personnel selection	Huawei provides O&M engineers that meet the contract requirements and confirms the personnel with the customer.
  	Personnel induction	O&M engineers enter the site according to the customer's requirements. (remote O&M not involved)
  	Personnel training	O&M engineers provide training on industry specifications based on customer requirements. (remote O&M not involved)
  	Routine O&M	O&M engineers provide routine O&M services specified in the contract and output documents such as weekly and monthly O&M reports, and delivery quality assessments as required.
  End	Service end or renewal negotiation	Huawei reminds the customer one month before the service time specified in the contract expires. The two parties communicate with each other about whether to renew the service.
  	Personnel exit	O&M engineers hand over documents and accounts and leave the site on time. The service process ends.

Service Deliverables

• aPaaS Maintenance Service

  Service	Deliverable	Acceptance Report
  aPaaS Technical Support Services (Per 20 Instances)	aPaaS Support Report	Not involved
  aPaaS Agent Hosting Service	Proactive O&M Inspection Report (on-demand) Troubleshooting Report (on-demand) Monthly Project O&M Report	Not involved
  aPaaS High-Reliability Governance Service	aPaaS High-reliability Management Report	Not involved
  aPaaS Risk Governance Service	aPaaS Risk Governance Report	Not involved
  aPaaS Security and Compliance Governance Service	aPaaS Security and Compliance Governance Report	Not involved
  aPaaS Data Governance Service	aPaaS Data Governance Report	Not involved
  aPaaS Application O&M Hosting (8/5)	Application O&M Daily Report Application O&M Weekly Report Application O&M Monthly Report	Not involved
  aPaaS Application O&M Hosting (24/7)	Application O&M Daily Report Application O&M Weekly Report Application O&M Monthly Report	Not involved
  aPaaS Application Hosting for Incremental Services (8/5)	Application O&M Daily Report Application O&M Weekly Report Application O&M Monthly Report	Not involved
  aPaaS Application Hosting for Incremental Services (24/7)	Application O&M Daily Report Application O&M Weekly Report Application O&M Monthly Report	Not involved
  aPaaS Application Hosting and Implementation Services	Application Access Implementation Report Application Access Implementation Solution	aPaaS Platform Application Hosting & Implementation Acceptance Report
  aPaaS Application Hosting and Implementation for Incremental Services	Application Access Implementation Report Application Access Implementation Solution	aPaaS Platform Application Hosting & Implementation Acceptance Report
  aPaaS Platform O&M Indicator System Optimization Service	XXX O&M Indicator System Governance Solution	Acceptance Report on the Optimization Service of the aPaaS Platform O&M Indicator System for the XX Project
  aPaaS Platform O&M Fault Management Technical Support Service	Fault Recovery Maturity Assessment Report Design Scheme for Fault Recovery Process Specifications Pilot Fault Recovery Capability Development in X Application Scenarios	Acceptance Report of the aPaaS Platform O&M Fault Management Technical Support Service for the XX Project
  aPaaS Platform O&M Chaos Drill Technical Support Service-Medium	Investigation Form of Chaos Engineering Capability Status Chaos Engineering Capability Diagnosis Report Chaos Engineering Capability Building Solution	Acceptance Report on Technical Support Service for Chaos Drilling on the aPaaS Platform of the XX Project
  aPaaS Platform O&M Chaos Drill Technical Support Service-Large	Investigation Form of Chaos Engineering Capability Status Chaos Engineering Capability Diagnosis Report Chaos Engineering Capability Building Solution	Acceptance Report on Technical Support Service for Chaos Drilling on the aPaaS Platform of the XX Project
  aPaaS Platform O&M Release Management Technical Support Service-Large	XXX Change Risk Control Planning and Design XXX Change Risk Control Tool Design Suggestions XXX Change Risk Control Process Regulations XXX Change Risk Control Technical Specifications	Acceptance Report on the aPaaS Platform O&M, Release, Management, and Technical Support Service for Project XX
  aPaaS Platform O&M Release Management Technical Support Service-Medium	XXX Change Risk Control Planning and Design XXX Change Risk Control Tool Design Suggestions XXX Change Risk Control Process Regulations XXX Change Risk Control Technical Specifications	Acceptance Report on the aPaaS Platform O&M, Release, Management, and Technical Support Service for Project XX
  aPaaS Platform O&M Observability Technical Support Service	XXX (Customer Name) Observability As-Is Survey and Capability Building Solution Report XXX (Customer Name) Observability Pilot and Test Summary Report	Technical Support Service Acceptance Report for the aPaaS Platform O&M Observability of the XX Project
  aPaaS Platform O&M Production Readiness Review Technical Support Service	PRR Implementation Guide PRR O&M Process Guide PRR Baseline Design Checklist	Technical Support Service Acceptance Report for the Review of the Production Readiness of the aPaaS Platform for the XX Project
  aPaaS Platform O&M Running Status Risk Assessment Technical Support Service	Running-state risk assessment capability diagnosis report Runtime Risk Assessment Solution Regulations on Risk Assessment Process in Running State Runtime Risk Assessment Baseline	Project XX aPaaS Platform O&M Running Status Risk Assessment Technical Support Service Acceptance Report
  aPaaS Platform O&M Service Availability Measurement Technical Support Service	SLO/SLI Usability Assessment Capability Diagnosis Report Management Regulations on SLO/SLI Usability Assessment Schemes and Standards SLO/SLI Usability Monitoring Review Baseline Operation Guide to SLO/SLI Usability Review	Project XX aPaaS Platform O&M Service Availability Measurement Technical Support Service Acceptance Report
  aPaaS Platform O&M Chaos Engineering Drill Service	Drill Risk Analysis Report Exercise Emergency Plan Exercise Runbook Drill Plan Drill Summary Report Drill Acceptance Report	Acceptance Report on Chaos Engineering Drilling Service of the aPaaS Platform O&M on the XX Project
  aPaaS Platform O&M Fault Management Managed Service	XXX Application Fault Tree XXX Application Fault Mode Library XXX Application Fault Mode Library Drill Report	Acceptance Report of the aPaaS Platform O&M Fault Management Agent Maintenance Service for Project XX
  aPaaS Platform O&M Release Management Optimization Implementation Service	Change Standard SOP Design for XXX Scenario	Acceptance Report on the Implementation Service of the aPaaS Platform, Release, Management, and Optimization for Project XX
  aPaaS Platform O&M Release Management Onsite Support Service - Basic Package	XXX Change Risk Control Management Report Change Backtracking Report Summary of Change Knowledge Change Review Template	Acceptance Report on the aPaaS Platform O&M, Release Management, Onsite Support Service for the XX Project
  aPaaS Platform O&M Release Management Onsite Support Service - Incremental Package	XXX Change Risk Control Management Report Change Backtracking Report Summary of Change Knowledge Change Review Template	Acceptance Report on the aPaaS Platform O&M, Release Management, Onsite Support Service for the XX Project
  aPaaS Platform Production Readiness Review Governance Service	XXX Service Production Readiness Implementation Solution XXX Service Production Readiness Implementation Report	Acceptance Report of the aPaaS Platform Production Readiness Review and Governance Service for the XX Project
  aPaaS Platform Runtime Risk Assessment Governance Service	XXX Service Running Status Risk Assessment Implementation Solution XXX Service Running State Risk Assessment Implementation Report	Acceptance Report on the Risk Assessment and Governance Service of the aPaaS Platform Running Status in the XX Project
  aPaaS Platform Service Availability Measurement Governance Service	XXX Service SLO/SLI Implementation Solution XXX Service SLO/SLI Implementation Report	Acceptance Report on the aPaaS Platform Service Availability Measurement and Governance Service for Project XX
  aPaaS Platform O&M Tool Governance Service	XXX Application O&M Tool Governance Solution	Not involved.
  aPaaS Platform O&M Tool Governance Service - Incremental Package	XXX Application O&M Tool Governance Solution	Not involved.

• aPaaS Operation Service

  Service	Deliverable	Acceptance Report
  aPaaS Agent Development Support Service-Senior Expert	aPaaS application development support report	aPaaS application development support acceptance report
  aPaaS Agent Development Support Service-Senior Consultant	aPaaS application development support report	aPaaS application development support acceptance report
  aPaaS Agent Development Support Service-Senior Managing Consultant	aPaaS application development support report	aPaaS application development support acceptance report
  aPaaS Agent Development Support Service-Senior Managing Principal	aPaaS application development support report	aPaaS application development support acceptance report
  aPaaS Platform User Operation Service	aPaaS user operations report	aPaaS user operations acceptance report
  aPaaS Platform Data Operation Service	aPaaS data operations report	aPaaS data operations acceptance report
  aPaaS Platform Resource Operation Service	aPaaS resource operations report	aPaaS resource operations acceptance report
  aPaaS Agent Operation Service	aPaaS application operations report	aPaaS application operations acceptance report
  aPaaS Platform O&M Digital Diagnosis Service-Basic Edition	Status Survey and Diagnosis Analysis Report	aPaaS Deterministic O&M Project Acceptance Report
  aPaaS Platform O&M Digital Diagnosis Service-Professional Edition	Status Survey and Diagnosis Analysis Report	aPaaS Deterministic O&M Project Acceptance Report
  aPaaS Platform O&M Digital Assessment and Planning Service-Medium	Status Survey and Diagnosis Analysis Report Overall Planning and Evolution Roadmap for Deterministic O&M	aPaaS Deterministic O&M Project Acceptance Report
  aPaaS Platform O&M Digital Assessment and Planning Service-Large	Status Survey and Diagnosis Analysis Report Overall Planning and Evolution Roadmap for Deterministic O&M	aPaaS Deterministic O&M Project Acceptance Report
  aPaaS Platform O&M Organization Optimization Service-Medium	Detailed Design of O&M Organization Architecture	aPaaS Deterministic O&M Project Acceptance Report
  aPaaS Platform O&M Organization Optimization Service-Large	Detailed Design of O&M Organization Architecture	aPaaS Deterministic O&M Project Acceptance Report
  aPaaS Platform O&M Tool Consulting and Planning Service	Integrated O&M Tool Platform Consulting and Planning Report	Acceptance Report on the Consulting and Planning Service of the aPaaS Platform O&M Tools for the XX Project
  aPaaS Platform O&M Process Optimization Service-Medium	Detailed Design of O&M Process Specifications	aPaaS Deterministic O&M Project Acceptance Report
  aPaaS Platform O&M Process Optimization Service-Large	Detailed Design of O&M Process Specifications	aPaaS Deterministic O&M Project Acceptance Report

Responsibility Matrix

1. Shared Responsibilities
   • Negotiate and confirm specific requirements and objectives of the aPaaS Deterministic O&M.
   • Negotiate and confirm project management plans for the aPaaS Deterministic O&M.
   • Negotiate, confirm, and review solutions of the aPaaS Deterministic O&M.
2. Huawei Responsibilities
   • Completes requirement survey, solution design, and delivery based on the responsibility matrix.
   • Before providing services, prepares a service plan and a BOQ for the customer to confirm.
   • Provides services based on the service plan and creates the deliverables needed.
   • Provides the list of deliverables after services are all complete.
   • Appoints a dedicated project owner. If there is a personnel change due to special reasons, notifies the customer three working days in advance.
   • Only uses the authorized data for aPaaS Deterministic O&M.
3. Customer Responsibilities
   • Backs up and saves data.
   • Verifies service systems.
   • Operates and maintains the infrastructure layer, including compute, networking, storage, OBS bucket, and security services.
   • Assigns a project owner to coordinate between the two parties and to manage, review, and accept services provided by Huawei Cloud.
   • Provides service system information, including application architecture, deployment architecture, resource quantity, and performance.
4. Responsibility Details

   The following table provides responsibility matrix examples and can be modified as needed.

   R: responsible; S: supportive.

   • aPaaS Maintenance Service

     No.	Process	Content	Huawei	Customer
     1	Project kick-off meeting	Communicates with the customer's project leader (team) to clarify requirements, expectations, scope, contents, deliverables, and stakeholders, and develop work plans.	R	S
     2	Customer service survey	Interviews and researches the customer to survey their overall O&M status and pinpoints challenges in each domain.	R	S
     3	Service implementation	Assigns site reliability engineers (SREs) to perform 24/7 monitoring on customer applications and handle alarms in the way agreed with the customer.	R	S
     		Follows the operation manual to manage any events that happen on the live network.	R	S
     		Contacts customers or relevant parties to record, track, verify, and resolve issues throughout their lifecycle.	R	S
     		Rectifies the fault on the live network by referring to the customer-approved troubleshooting manual.	R	S
     		Implements the change solution approved by the customer within the specified time.	R	S
     		Provides a service desk to receive customer inquiries and manage their requests through service tickets.	R	S
     		Inspects and monitors infrastructure resource load and manages system capacity.	R	S
     		Upgrades the application according to the customer-provided upgrade guide.	R	S
     		Identifies and handles system risks by detailed inspection and problem management.	R	S
     		Inspects the system infrastructure, middleware, databases, and applications, and outputs inspection reports.	R	S
     		When a major system fault occurs, reviews the fault, analyzes the technical and management root causes, and provides suggestions for optimization.	R	S
     		Conducts fault drills based on the customer-approved fault drill solution.	R	S
     4	Deliverable output	Outputs deliverables: proactive O&M inspection report, proactive O&M risk check report, troubleshooting report, and project O&M monthly report.	R	S
     5	Review and summary	Reviews and summarizes the overall O&M service.	R	S

   • aPaaS Operation Service

     No.	Process	Content	Huawei	Customer
     1	Requirement survey	Conducts a detailed survey on customer requirements and negotiates the service scope.	R	S
     2	Service determination	Specifies the intended scope of the service.	S	R
     3	Solution design	Designs the aPaaS Operation Service solution based on customer requirements and outputs the Statement of Work (SOW).	R	S
     4	Delivery	Delivers the aPaaS Operation Service based on the SOW.	R	S
     5	Acceptance	Accepts and confirms the delivered items.	S	R

Acceptance Criteria

• aPaaS Maintenance Service:

  Recurring Services: aPaaS Technical Support Services (per 20 instances), aPaaS Agent Hosting Service, aPaaS high-reliability governance, aPaaS risk governance, aPaaS security and compliance governance, aPaaS data governance, aPaaS application O&M hosting (8/5), aPaaS application O&M hosting (24/7), aPaaS application hosting for incremental services (8/5), aPaaS application hosting for incremental services (24/7), above services automatically terminate after the time specified in the contract expires.

  One-off Services: Remainings are all one-off services. Huawei submits standard deliverables of each service subitem. If the customer accepts the deliverables, the customer needs to click the acceptance link on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.

• aPaaS Operation Service (one-off service):

  Huawei submits standard deliverables of each service subitem. If the customer accepts the deliverables, the customer needs to click the acceptance link on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.