Statement of Work (SOW)

Overview

As we enter the era of cloud native, services and technologies are becoming increasingly intricate. Services are updated more frequently, application system architectures are becoming more complex, and cross-team collaboration is becoming more common. Unfortunately, this complexity also leads to higher risks and costs, which can negatively impact service stability and availability. As a product that embodies the deterministic operations concept and is based on the internal O&M platform CloudScope, COC (Cloud Operations Center) has achieved a 100-fold growth in Huawei Cloud Services while maintaining stability and reliability.

The COC Implementation Support Service offers top-notch O&M content to customers based on the COC O&M platform. This allows customers to make the most of the O&M platform's capabilities, ensuring high quality and long-term stability and reliability of services on the live network. It can bring great benefits to customers in terms of resource lifecycle management, predictable fault recovery, change risk control, and service resilience improvement.

Service Content

Prerequisites

• Users shall apply for the service at least 10 working days in advance so that Huawei Cloud can evaluate the customer's requirements and arrange corresponding service support.
• You and Huawei Cloud must reach an agreement on the objectives of this service and sign a contract.

Service Scope

1. Service Items Covered

   The Chaos drill feature for the COC Implementation Support Service covers the following service content:

   1. Provides one-stop, automatic chaos drill processes.
   2. Supports chaos drills for ECSs, cloud native, Huawei Cloud middleware services, and Java applications.
   3. Identifies and manages failure modes and contingency plans of cloud applications, and mitigates risks.
2. Non-Covered Service Items

   The Chaos drill feature for the COC Implementation Support Service does not cover the following service content:

   1. Application system design and O&M, including but not limited to customer application development, testing, deployment, and migration.
   2. Routine O&M services for third-party software, such as installation, patch update, test, fault diagnosis, and optimization
   3. IDC and hardware device maintenance, such as inspection, replacement, and diagnosis of hardware such as network devices, servers, and storage devices.
3. Service Scope

   Huawei Cloud (International)

Service Process

COC Implementation Support Service Process

Service Deliverables

Responsibility Matrix

1. Shared Responsibilities
   • Both parties negotiate and confirm specific requirements, scope, and objectives.
   • Both parties negotiate and confirm the project management plan, and reach a consensus on the project period, implementation criteria, risk control, project quality, and project acceptance criteria.
   • Both parties negotiate the drill solution and acceptance criteria, confirm and review the solution content.
   • Both parties sign a contract.
2. Huawei Cloud's Responsibilities
   • Huawei Cloud shall specify a dedicated project owner. If there is a personnel change due to special reasons, Huawei Cloud shall notify the customer of this three working days in advance until the project acceptance is complete.
   • Huawei Cloud can only use the authorized data for the Chaos Drill Service and shall not use the data for any other purposes.
3. Customer's Responsibilities
   • The customer provides accurate information about requirements and scenarios
   • The customer provides service system information, including but not limited to the application architecture, deployment architecture, and resource information.
   • The customer provides necessary authorization for the drill scenario to cooperate with Huawei Cloud during drills.
   • The customer reviews and confirms the deliverables provided by Huawei Cloud.
4. Responsibility Details

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

   R: responsible; S: supportive.

   No.	Process	Content	Huawei	Customer
   1	Chaos drill planning	Set up a team. Evaluate the requirements. Collect information. Start a drill. Authorize the scope for the chaos drill.	R	S
   2	Chaos drill preparation	Determine the drill plan and drill objectives for each scenario. Determine the drill scope, time window, and date. Analyze historical faults. Investigate fault scenarios. Output the drill solution.	S	R
   3	Chaos drill execution	Implement the drill solution. Inject the fault. Record drill risks, alarms, and occurrence time. Evaluate the customer's service resilience, fault impact, recovery capability, and recoverability. Output the fault drill result.	R	S
   4	Chaos drill review	Analyze the drill solution and execution conclusion. Evaluate whether the drill meets the expectation. Output the drill solution, improvement points, and subsequent solutions.	R	S

Acceptance Criteria

Huawei Cloud provides the Chaos Drill Proposal. The customer can sign and seal the Chaos Drill Acceptance Report or click Accept on the console, to accept the service.