Cloud Operation Support Service

Overview

Cloud Operation Support Service provides customers with O&M support based on Huawei Cloud best practices to ensure service continuity.

Service Content

1. Service Specifications

   Service Content	8/5 Onsite O&M	24/7 Onsite O&M
   Service model	Onsite support	Onsite support
   Service time	9:00–17:00 on workdays	0:00-23:59 every day
   Response SLA	< 10 minutes	< 10 minutes
   Resource inspection	Once per working day	Once per day
   Risk management	√	√
   Change support	√	√
   Technical support	√	√
   Emergency handling	√	√
   Monitoring and alerts	√	√
   Backup management	√	√
   Requirement management	√	√
   Asset management	√	√
   Cost analysis	√	√
   Service report	Monthly	Weekly

2. Service Content

   Service Item	Service Content
   Service time	8/5 onsite O&M: 9:00–17:00 on workdays 24/7 onsite O&M: 0:00–23:59 every day
   Response time	Less than 10 minutes during service time
   Resource inspection	Periodically inspects Huawei Cloud resources to identify risks in advance.
   Risk management	Identifies reliability, performance, and security risks of Huawei Cloud services and provides optimization recommendations.
   Change support	Assists customers in capacity management, including purchasing, releasing, expanding, and upgrading or downgrading Huawei Cloud services.
   Technical support	Provides technical support such as consulting, configuration guidance, and troubleshooting for Huawei Cloud services.
   Emergency handling	Coordinates experts and resources to promote quick fault locating and recovery.
   Monitoring and alerts	Assists customers in improving monitoring systems on the Huawei Cloud platform to handle alarms more proactively without delay.
   Backup management	Provides backup suggestions based on customer requirements and periodically checks the validity of backup tasks.
   Requirement management	Promotes the rollout of reasonable requirements on Huawei Cloud product functions, performance, and experience based on customer demands.
   Asset management	Assists customers in sorting Huawei Cloud IT assets.
   Cost analysis	Provides cost analysis and recommendations on the resource usage of Huawei Cloud services.
   Service report	Periodically provides a service fulfillment summary report that contains optimization recommendations.

Prerequisites

1. Cloud Operation Support Service is only available after the purchase of the Enterprise support plan.
2. Customers shall apply for the Health Check Service 10 working days in advance so Huawei Cloud can assess the service feasibility.
3. Customers shall authorize Huawei Cloud to monitor and analyze cloud resources.
4. Customers shall provide necessary access channels and authorization to assist Huawei Cloud in performing the Cloud Operation Support Service.
5. Customers shall get the preparation work done before the service starts, including entry permit, office facilities (desks and chairs), and network access.

Service Scope

1. Service Items covered
   1. Huawei Cloud product usage consulting, problem handling, and configuration guide
   2. Technical guidance of Huawei Cloud product usage
   3. Routine inspection of Huawei Cloud resources, cloud asset sorting, and expense analysis
2. Service Items not covered
   1. Designing and O&M of application systems, including but not limited to customer application development, test, deployment, migration, and fault diagnosis
   2. Installation, configuration, patch update, test, fault diagnosis, and optimization of third-party software
   3. Internet Data Center (IDC) and hardware maintenance, including inspections, replacements, and diagnosis of network devices, servers, and storage devices

Service Process

Service Deliverables

Cloud Operation Support Service Report

Responsibility Division

1. Shared responsibilities
   1. Negotiate and confirm the service content and objectives.
   2. Sign the contract.
2. Huawei responsibilities
   1. Huawei Cloud shall appoint a dedicated project owner. If there is a personnel change due to special reasons, Huawei Cloud shall notify customers three working days in advance.
   2. Huawei Cloud can only use the authorized data for the Cloud Operation Support Service and shall not use the data for any other purposes.
3. Customer responsibilities
   1. Customers appoint a project owner to assist Huawei Cloud in implementing, coordinating, managing, reviewing, and accepting the services provided.
   2. If a third-party software problem occurs during the service, the customer needs to negotiate with the third-party vendor to solve the problems.

Acceptance Criteria

The service starts from the arrival of personnel or equipment of Huawei Cloud and ends when Huawei Cloud meets the service time commitment according to the contract/order. The service automatically passes the acceptance after it expires.