Service Overview

Overview

As cloud computing advances, digital transformation becomes essential. Enterprises must connect broadly and remain open. Traditional tools fall short in facilitating this shift. To meet the demands of digital transformation, enterprises need a hybrid integration platform that delivers consistent services across domains and clouds, speeding up application development and streamlining OT and IT.

ROMA Connect is a full-stack application and data integration platform developed from Huawei's digital transformation integration experience. It focuses on connecting applications and data and applies to multiple common enterprise scenarios. ROMA Connect provides lightweight integration of messages, data, APIs, and devices across cloud and on-premises environments and regions, simplifying cloud migration and helping enterprises accelerate their digital transformation.

ROMA Technical Support Service is an after-sales package for ROMA Connect software products. It covers technical support services within projects. This service enables rapid system integration and swift application deployment to meet customer needs.

Service Content

Prerequisites

• The customer must submit a request at least 10 working days in advance so that Huawei Cloud can evaluate customer requirements and arrange for the needed resources.
• Both parties have agreed on the service objectives and have signed a contract.

Service Scope

1. Items Covered
   • Survey, deployment, and analysis of the project delivered by the customer.
   • Assistance for integration projects carried out by the customer, including design, development, API commissioning, and testing.
   • Product technical issues.
2. Items Not Covered
   • Customer's and third-party application systems
   • O&M tools not introduced by Huawei products.
   • Services beyond the professional services related to ROMA Connect
3. Service Region

   Services are available in Europe, Africa, the Middle East, Asia Pacific, Russia, and Latin America.

Service Process

1. Service request
   1. The customer submits service requests (at least 10 working days in advance).
   2. The service manager assesses customer requirements.
   3. The service manager aligns the service objectives and service scope.
2. Implementation
   1. Delivery personnel deliver the service based on the service content.
   2. Delivery personnel provide deliverables to the customer.
3. Customer acceptance
   1. The service manager initiates service acceptance.
   2. The customer accepts and evaluates the service.

Service Deliverables

Responsibility Matrix

1. Shared responsibilities
   • Negotiate and confirm the service delivery mode.
   • Negotiate and confirm the service delivery plan.
   • Negotiate, confirm, and review delivery content.
   • Sign the contract.
2. Huawei responsibilities
   • Huawei specifies a project owner and notifies the customer of any personnel changes three working days in advance.
   • Delivery personnel do not perform the work beyond the agreed scope of services, provide services as required, and provide service acceptance and delivery documents.
3. Customer responsibilities
   • The customer assigns a project owner to assist in implementing the technical support service. The owner is responsible for arranging and coordinating personnel, resources, or other issues between the two parties, and reviewing and accepting the ROMA Connect Technical Support Service.
   • The customer provides business system information and specific requirements, including but not limited to application architectures, deployment architectures, resource quantity, and performance.
4. Responsibility matrix
   • R: responsible party
   • S = supporting party

   Service	Description	Service Item	Customer	Huawei Onsite Personnel	Huawei Remote Personnel
   ROMA Connect Technical Support Service - Remote	(Recommended) Provide remote technical support for project design, development, deployment, and testing.	Requirement survey	R	-	S
   		HLD	R	-	S
   		System integration API analysis	R	-	S
   		LLD	R	-	S
   		Development	R	-	S
   		Deployment	R	-	S
   		Testing	R	-	S
   ROMA Connect Technical Support Service - On-site	(Optional) Provide on-site technical support for project design, development, deployment, and testing.	Requirement survey	R	S	-
   		HLD	R	S	-
   		System integration API analysis	R	S	-
   		LLD	R	S	-
   		Development	R	S	-
   		Deployment	R	S	-
   		Testing	R	S	-

Acceptance Criteria

ROMA Connect Technical Support Service follows the standard acceptance process of Huawei Cloud professional services. Only when the deliverables produced by the expert team meet the acceptance standards defined in the project implementation management can the services be accepted. The customer must sign the following documents (electronic signatures are accepted) or confirm them on the official website as the acceptance basis. Upload the deliverables to the specified directory for Huawei Cloud professional service acceptance.

After each service is complete, submit the acceptance report. The customer signs and seals the acceptance report (electronic signatures are accepted) or confirm the acceptance on the official website. Each party shall hold an original copy of the acceptance report.