What service items are included in aPaaS Deterministic O&M?

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 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.

Help customers develop intelligent applications on the platform by assisting with data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, deployment, and integration.

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 the aPaaS platform. 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 support for common component development on the aPaaS platform in 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 professional support during application development.

1. Conduct requirement survey and solution design for the overall solution based on the customer's 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.
2. 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, designs key metrics (such as success rate, latency, and download speed) for service performance experience, collects and displays metric data, performs analysis and drill-down, and provides optimization tools and methods for key metric performance and better user experience.

aPaaS Platform Data Operation Service

1. 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.
2. 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.
3. 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.
4. O&M and capability assessment: Measures and governs maintainability design, O&M quality design, O&M security, and global O&M capabilities.

aPaaS Platform Resource Operation Service

1. Develop cloud infrastructure capabilities, including budget management, cost optimization, and resource management.
2. Use in-depth data analysis and potential exploration to guide compliant and reasonable resource utilization, continuously improving efficiency.

aPaaS Agent Operation Service

1. Provide technical support for operations center issues, such as configuration guide, O&M implementation, troubleshooting, delivery training, and environment configuration.
2. Build an operations system for data operations metric analysis, scenario-specific data models, and operations dashboard configuration guide.
3. 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.