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. The emergence of chaos engineering is to endow services with strong observability and fault recovery capability when facing out-of-control conditions. Cloud Platform On-site O&M Service offers professional platform O&M capabilities to suit your needs in O&M, ensuring robust assurance for effective O&M. O&M Platform IaC Design, Implementation, and Acceptance Service streamlines resource and account provisioning while enhancing security governance. O&M Platform ITSM Design, Implementation, and Acceptance Service integrates ITSM capabilities required on Huawei Cloud, boosting O&M efficiency.

Service Content

The chaos drill feature of Cloud Operations Center (COC) Implementation Support Service is build on the chaos drill platform of COC, and leverages the best practices of chaos engineering of Huawei Cloud services. It is a one-stop, automatic chaos drill platform and provides the following functions: proactive risk identification, contingency plan management, fault injection, and review and improvement. With this platform, you can identify, manage, and reduce risks for cloud applications, enhancing service resilience. COC Implementation Support Service

Backed by the deterministic O&M platform, Cloud Platform On-site O&M Service enables you to perform O&M on both the on-premise hardware and cloud resources. This service encompasses on-site expert services that include on-site support, on-site monitoring, alarm and fault handling, routine changes, personalized configurations, timely notifications, in-depth O&M reports, in-depth device check, and technical enablement, improving O&M efficiency.

O&M Platform IaC Design, Implementation, and Acceptance Service surveys and evaluates your automated services and designs IaC specifications and solutions in resource provisioning, account provisioning, and security governance. Then, it assists you in developing IaC scripts and completing IaC installation, deployment, test, and acceptance. Final, it helps you deliver related documents.

ITSM Platform Integration Design, Implementation, and Acceptance Service surveys and evaluates your service status, designs solutions for interconnecting with the ITSM platform, and assists you in integrating Huawei Cloud ITSM capabilities. Then, it tests, accepts, and delivers related documents.

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.
   • Cloud Platform On-site O&M Service covers the following service content:
     1. Cloud Platform On-site O&M Service, combined with Huawei's integrated O&M service, revolutionizes the traditional, siloed, and inefficient O&M model, driving O&M transformation.
     2. Backed by the deterministic O&M platform, Cloud Platform On-site O&M Service (Basic Edition) enables you to perform O&M on both the on-premise hardware and cloud resources. This service encompasses on-site O&M and support, on-site monitoring, alarm and fault handling, and routine changes.
     3. Backed by the deterministic O&M platform, Cloud Platform On-site O&M Service (Professional Edition) enables you to perform O&M on both the on-premise hardware and cloud resources. This service encompasses on-site O&M and support, on-site monitoring, alarm and fault handling, routine changes, O&M reports, device configurations, and notifications.
     4. Backed by the deterministic O&M platform, Cloud Platform On-site O&M Service (Enterprise Edition) enables you to perform O&M on both the on-premise hardware and cloud resources. This service encompasses on-site expert services that include on-site support, on-site monitoring, alarm and fault handling, routine changes, personalized configurations, timely notifications, in-depth O&M reports, in-depth device check, and technical enablement.
   • O&M Platform Design, Implementation, and Acceptance Service offers the following capabilities:
     1. O&M Platform IaC Design and Planning Service surveys and evaluates your automated service scenarios and requirements through interviews. Then, based on the survey and evaluation results, the service designs IaC specifications and solutions in terms of resource provisioning, account provisioning, and security governance.
     2. Based on design solutions, O&M Platform IaC Implementation Service assists you in developing IaC scripts for resource provisioning, account provisioning, security governance, and more. Based on a design solution and the implementation methods, this service can help you perform the following O&M operations: Demonstrate related capabilities to your customers and align with the final effect of delivery capabilities. Analyze your deployment environment, identify the software and hardware dependencies required for the installation, and assist you in resolving issues during the deployment to ensure successful deployment. Upload software packages and code to the installation environment, and install and deploy the software required based on the project implementation solution.
     3. O&M Platform IaC Acceptance Service designs IaC test cases of the O&M platform, execute the test cases, and test the IaC capability based on the test cases. It then delivers IaC-related documentation, including the IaC usage guides, test cases, and test results.
   • ITSM Platform Integration Design, Implementation, and Acceptance Service offers the following capabilities:
     1. ITSM Platform Integration Design Service surveys and evaluates your service status and requirements on IT Service Management (ITSM) through interviews, and designs a solution for connecting to the ITSM platform based on the survey and evaluation results.
     2. ITSM Platform Integration Development and Implementation Service empowers you to build ITSM integration capabilities tailored to your design solutions. Key capabilities in the feature include launching the ITSM platform integration and facilitating joint commissioning during connection to ITSM, enabling seamless interconnectivity between the O&M platform and ITSM. Technical support for ITSM launch guides you through installation, deployment, and testing, covering deployment environment analysis, software package and code uploads, and software installations.
     3. ITSM Platform Integration Test Acceptance Service designs ITSM test cases, executes the test cases, and tests the ITSM capabilities based on the test cases, ensuring robust capability testing. Then, it delivers ITSM documentation, including ITSM usage guides, test cases, and test results.
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
   • COC Implementation Support Service

     This table provides responsibility matrix examples and can be modified as needed. R: responsible party S: supporting party
     No.	Process	Description	Huawei Cloud	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

• COC Implementation Support Service

  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.