Statement of Work (SOW)

Service Overview

Some enterprises have many platforms with various types of data. They are grappling with data silos and have limited expertise in building data warehouses. As the data volume increases year by year and the service complexity increases, the original data warehouse may encounter the performance bottlenecks. The construction and maintenance costs of the data warehouse are high. How to effectively control the cost while ensuring the performance and data quality of the data warehouse is an important challenge for customers. To control costs and improve efficiency, enterprises need to optimize and upgrade the existing platform or build a new data warehouse platform.

The GaussDB(DWS) optimization and support service offers technical assistance for developing, testing, and implementing enterprise service systems. It covers guidance on data warehouse development, performance optimization, support for integrating with third-party platforms, and ensuring smooth application integration and deployment. This service meets customers' requirements for service upgrade and data volume increase by solving problems encountered during data warehouse development and service operations. It helps improve the development and support capabilities of developers, ensures stable and efficient operation of enterprise service systems, and reduces data warehouse development and service O&M costs.

Service Content

GaussDB(DWS) development and support service is a professional data management service, aiming to help enterprises build efficient, stable, and reliable data warehouses for data integration, cleaning, analysis, and application. This service includes data warehouse design, modeling, development, testing, deployment, and maintenance, as well as data quality management and data security assurance.

Prerequisites

1. Customers should apply for professional services in advance, so that Huawei Cloud can evaluate their business objectives and service schedule.
2. Before providing professional services for customers, Huawei Cloud must obtain customers' authorization for site survey, personnel cooperation, and material input.

Service Scope

1. Items Covered

   GaussDB(DWS) optimization and support service allows development and support engineers to focus on the development guidance, performance optimization, and troubleshooting of Huawei Cloud GaussDB(DWS) based on the customer's internal processes and requirements, data warehouses on the live network, and other big data component environments, helping customers improve data warehouse development and support capabilities and ensure the stable running of customers' service systems.

   This service consists of the following five parts:

   1. GaussDB(DWS) development guide: includes sample code explanation, API usage guide, and development problem handling.
   2. Performance optimization: Based on the customer's service performance objectives and requirements, Huawei provides a solution, including data warehouse performance evaluation, parameter optimization, and resource optimization.
   3. Support for interconnecting with third-party platforms: provide consulting services and answer questions about interconnecting third-party systems or monitoring platforms with data warehouses. The systems or monitoring platforms should be verified by Huawei.
   4. Application joint commissioning and rollout support: It is not the same as being tested in a test environment. Your application is more prone to problems in an actual production environment, but we can help you handle any problems you run into.
   5. Database localization: Huawei provides end-to-end professional services, including database surveys, reconstruction solution design, database migration, application reconstruction, service verification, and acceptance assurance.
2. Items Not Covered

   Huawei development support engineers only provide the services specified in this document. Additional fees apply for services outside the scope, including:

   1. Customer business logic code development and transformation.
   2. Purchased products, such as DataArts and Migration.

Service Process

Service Deliverables

Responsibility Matrix

1. Shared Responsibilities
   • Negotiate and confirm requirements and objectives.
   • Negotiate and confirm project management plans.
   • Negotiate, confirm, and review solutions.
   • Sign contracts.
2. Huawei Responsibilities
   • Specifies a project owner. If Huawei personnel are changed due to special reasons, Huawei shall notify the customer three working days in advance until the project acceptance is complete.
   • Huawei Cloud can only use the authorized data for the GaussDB(DWS) Optimization and Support Service.
3. Customer's Responsibilities
   • Assign a project owner to help Huawei Cloud implement services. The project owner is responsible for coordination between the two parties and for reviewing and accepting the services provided by Huawei Cloud.
   • Provide service system information, including but not limited to application architecture, deployment architecture, resource quantity, and performance.
4. Responsibility Matrix

   Before implementing GaussDB(DWS) optimization and support, essential information must be collected from the customer's existing system to determine the service scope and delivery period. This includes, but is not limited to, data warehouse cluster version information, component information, user and permission details, sample code demos, and routine maintenance scope.

   Huawei Responsibility	Customer Responsibility
   Submit the information collection form to the customer for completion. Sort out and identify information related to data warehouse optimization and support.	Cooperate with Huawei engineers to provide necessary information and the corresponding query methods for the data warehouse optimization and support solution. Provide account information and access conditions for the implementation of GaussDB(DWS) Optimization and Support Service.

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

   R: responsible; S: supportive.

   No.	Process	Content	Huawei	Customer
   1	Project initiation	Set up a project team.	R	S
   		Explain the project content.	R	S
   2	Project survey	Make a survey plan.	R	S
   		Conduct a survey.	S	R
   		Evaluate the status.	R	S
   		Generate the status diagnosis report.	R	S
   		Perform a phased acceptance of the status diagnosis report.	S	R
   3	Solution design	Develop a design solution.	R	S
   		Perform a phased acceptance of the design plan.	S	R
   4	Project acceptance	Accept the project, and sign and seal the acceptance report.	S	R

Acceptance Criteria

• Acceptance Criteria
  1. Online and on-site acceptance are available.
  2. Acceptance criteria: Huawei must submit standard deliverables for each service sub-item. The customer can confirm acceptance on the Huawei Cloud console or by signing and sealing the GaussDB(DWS) Optimization and Support Service Acceptance Report offline.
• Service Acceptance Criteria
  • The acceptance should focus on the content of the delivered documents. If the content of the deliverables complies with this SOW, the deliverables should pass the acceptance. A few formatting or description issues should not be used as the reason for rejecting the deliverables. However, Huawei should modify the issues within a reasonable period of time as required by customers.
  • To ensure mutual understanding and expedite acceptance, it is important to discuss and review project deliverables on a daily basis throughout the project. The customer should provide timely feedback and approval for any suggestions or requirements from Huawei. Based on the actual situation of the project, some or all deliverables must be reviewed by the project team and business department and be reported to relevant leaders before being accepted and signed. The customer should organize (including coordinating consultants) and complete all internal reviews and reporting in time before the acceptance time specified in the contract.
  • Huawei shall complete deliverable modifications within 5 working days based on feedback, then submit the final version for customer acceptance.
  • After receiving the final version, the customer has 5 working days to provide feedback. Huawei should submit modified deliverables within 5 working days of receiving feedback. This process should not exceed 2 rounds (i.e., a maximum of 3 submissions). Deliverable acceptance should be completed within 15 working days from the customer receiving the final version. The customer should accept and sign the project deliverables within this period. If no written feedback is received from the customer within 5 working days of submission, the deliverables are deemed accepted as final.
  • If more time is needed due to factors other than Huawei, the project team will apply for a change request to extend the timeline and obtain corresponding payment.
  • If acceptance is not completed after 3 submission rounds within 15 working days, both parties should evaluate the impact on subsequent work and negotiate further modifications and acceptance.
  • After the deliverables are accepted and signed, any additions or deletions to the deliverables will be evaluated for complexity and risk (impact on fees, schedule, and resources), with changes executed upon agreement by both parties.
  • Once milestone deliverables are accepted, the person in charge will authorize the signing of the milestone acceptance report. Completion of tasks outside Huawei's scope should not affect milestone acceptance.