Operations Support

The operations support is provided in the form of TAM monthly reports, which contain support summary, resource usage, service tickets, security protection, and optimization suggestions.

A monthly service report of the last month is sent to the customer's mailbox used to register with HUAWEI CLOUD or other mailboxes required by the customer before the tenth day of each calendar month. (The deadline should be prolonged accordingly in case of statutory holidays.)

In some special cases, HUAWEI CLOUD may fail to create and send monthly reports due to data collection restrictions. For example, it is not suitable to create monthly reports when a deployment architecture is still in the POC phase because the architecture may change a lot. In addition, the tools may fail to collect the monthly data under some deployment scenarios specific to Dedicated Cloud.
During the output of a monthly service report, HUAWEI CLOUD needs to collect the O&M data of the customer's infrastructure. All data is used only for preparing monthly service reports and is not used for any other purposes. Table 1 describes the collected data types and purposes.

**Table 1** Collected data types
Data Type	Description	Collection and Storage Method	Purpose
Service Ticket Data	Technical and business service tickets. Ticket information such as the ticket ID, description, problem severity, creation time, and resolution time.	The automation tool invokes the service ticket API to query results. Data is not stored during the query. The results used for monthly reports are stored separately for different tenants.	Automatic statistics collection and analysis and generating the "service ticket" content of the monthly report.
Cloud Service Resource Instance Data	List of resources created by the customer and the quantity of each resource. Resource ID, name, status, specifications, creation time, IP address, usage, and basic configuration related to service resources.	The automation tool invokes the cloud service API to query results. Data is not stored during the query. The results used for monthly reports are stored separately for different tenants.	Automatic statistics collection and analysis and generating the "resource overview" content of the monthly report.
Resource Load Monitoring Data	Resource monitoring metrics such as CPU usage, memory usage, disk usage, disk read/write speed, IP outbound bandwidth, IP inbound bandwidth, number of concurrent connections, number of new connections, network delay, and network packet loss rate.	The automation tool invokes the cloud service API to query results. Data is not stored during the query. The results used for monthly reports are stored separately for different tenants.	Automatic statistics collection and analysis and generating the "resource overview" content of the monthly report.
Security Configuration and Monitoring Data	IAM user information, security group configuration, log audit, OBS access control policy, security group configuration, DDoS blocking or cleaning and diversion records, WAF configuration, application attack records, and more.	The automation tool invokes the cloud service API to query results. Data is not stored during the query. The results used for monthly reports are stored separately for different tenants.	Automatic statistics collection and analysis and generating the "security protection" content of the monthly report.
Expenditure Data	Monthly expenditure details of the customer's account.	The automation tool invokes the operations API to query results. Data is not stored during the query. The results used for monthly reports are stored separately for different tenants.	Automatic statistics collection and analysis and generating the "expenditure trend" content of the monthly report.