Statement of Work (SOW)

Service Overview

As various industries are migrating their services to the cloud, they have increasingly high requirements for data security and service continuity on the cloud. These industries are represented by financial sector, government organizations, telecommunications, and manufacturing. Their investments in cloud backup and disaster recovery (DR) have been growing year by year. However, establishing a cloud backup and DR system requires advanced technologies and expertise with a large-scale investment. In addition, the system implementation involves software from many vendors, which makes it complex to perform integration, verification, compatibility check, and more. After the system is established, it is difficult to ensure that the system is effective, service data is secure, and services are continuous.

To address these issues, Huawei Cloud rolls out an implementation service to help customers set up a cloud backup and DR system. This service provides implementation plans and solutions to integrate and deploy services, accept the system, and conduct backup and DR drills. It aims to help customers build an effective backup and DR system and make good use of it to continuously protect data and services.

Service Content

Prerequisites

• Customers have requirements for integrating and deploying backup and DR for service system and conducting drills.
• Customers are highly cooperative. The owner takes the lead and assigns personnel to conduct related activities.
• Customers designate a dedicated team responsible for onsite delivery.
• Customers and Huawei Cloud negotiate and confirm the solution and sign a contract.

Service Scope

1. Applicable Scope
   • Delivery solution design: Huawei Cloud designs a delivery solution or runbook based on the overall technical architecture and selected services to guide implementation.
   • Solution integration verification: Huawei Cloud verifies the integration solution based on the delivery solution and requirements to ensure that the solution is feasible, accurate, and compatible with multiple software. Huawei Cloud identifies possible defects and reports and rectifies the defects in a timely manner.
   • Solution implementation: Huawei Cloud works with related personnel to deploy the system, sets and tests configurations, and rolls out the system as planned based on the delivery strategies, solutions, and related system/software implementation guides. Huawei Cloud helps customers to complete acceptance.
   • Backup and DR drill strategies: Huawei Cloud formulates overall strategies, plans, and objectives for conducting backup and DR drills according to supervision and O&M requirements. Huawei Cloud specifies whether they are simulations or production switchovers.
   • Backup and DR drill plans: Huawei Cloud formulates a specific drill plan, including the organizations, personnel, preparations, switchover manuals, operation process, success criteria, and rollback solutions.
   • Backup and DR drill support: Huawei Cloud helps customers' organizations to carry out technical and other drills in each process based on the drill strategies and plans. Huawei Cloud records the drill process, problems, and results in a timely manner to ensure that the drills are successful and the backup and DR system is reliable and available.
   • Backup and DR summary: Huawei Cloud reviews and summarizes the drills. Huawei Cloud identifies technical optimizations, such as in technical manuals and operation processes, and other optimizations, such as in the decision-making organization architecture, emergency response procedure, event evaluation, and announcement procedure. Huawei Cloud strengthens customers' emergency response to disasters.
   • Onsite assurance: Huawei Cloud designates backup and DR experts to work onsite to guarantee that major conferences and activities are successful.
   • Technical training: Huawei Cloud conducts technical trainings to improve customer capabilities in cloud backup and DR.
   • Other technical support: Huawei Cloud provides technical support for alarm reporting in the system, service emergency response, and script development in cloud backup and DR.
2. Inapplicable Scope

   Services outside the contract, such as the cloud infrastructure design, installation of software not for backup and DR, application performance optimization, and system upgrade of the customers' existing software.

3. Regions

   Global

Service Process

Service process:

1. Submit a service request: Customers submit a request for implementing the Cloud backup and DR.
2. Communicate and confirm requirements: Huawei engineers accept the service request and negotiate with the customers about the service scope and objectives.
3. Review and confirm the service order: Huawei submits the project solution, statement of work (SOW), and quotation. The customers confirm the service order.
4. Implement services: Huawei engineers are designated to deliver the service onsite or remotely in phases based on the SOW.
5. Accept services: Huawei completes the delivery, outputs an acceptance report, and confirms the acceptance and payment.

Service Deliverables

Responsibility Matrix

1. Shared responsibility
   • Negotiate and confirm the objectives and scope of the backup and DR delivery service.
   • Negotiate and confirm the project delivery plan.
   • Negotiate, confirm, and review the solution.
   • Sign a contract.
2. Huawei Responsibilities
   • Receive customer requirements and designate experts to help implement and guarantee the service delivery onsite or remotely.
   • Develop a service plan and quotation based on the service items for customers to review and confirm.
   • Implement the service as planned and compile deliverables.
   • Output a list of deliverables based on the selected service items.
   • Designate a project owner and notify the customer of any personnel changes three working days in advance until the project is accepted.
   • Use the authorized data only for this service and not for any other purposes.
3. Customer Responsibilities
   • Assign a project owner to assist Huawei Cloud in implementing the service. The project owner is responsible for coordinating and managing personnel and resources between the two parties. The owner also reviews and accepts the service provided by Huawei Cloud.
   • Provide accurate service information, including but not limited to the current backup and DR status, related service scope and documentations, and supporting organizations.
4. Responsibility Details
   R: responsible; S: supportive.

   No.	Process	Content	Huawei	Customer
   1	Solution and objective alignment	Aligns the existing plans with implementation objectives.	R	S
   2		Formulates the delivery plan.	R	S
   3	Delivery implementation	Integrates and deploys the service based on the SOW and site requirements.	R	S
   4		Conducts technical activities such as backup and DR drills based on the SOW and site requirements.	R	S
   5		Provides technical services such as technical trainings and onsite implementation based on the SOW and site requirements.	R	S
   6	Service acceptance	Accepts the service solution.	S	R
   7		Delivers the service.	R	S

Acceptance Criteria

The deliverables of each service item must be submitted in compliance with the following criteria:

Huawei submits standard deliverables based on service sub-items. The customer clicks the acceptance button on the HUAWEI CLOUD console, or signs and seals on the Acceptance Report of Cloud Backup and Disaster Recovery Delivery Service for XX Project offline as the basis for service acceptance.