Statement of Work (SOW)

Service Overview

Huawei introduces its Deterministic O&M Management Service to seamlessly address hosting needs for both basic environments and customer-developed applications after customers migrate their applications to the cloud. Backed by a skilled technical expert team, this service guarantees swift resolution of challenges, enabling flawless project execution through tailored remote or on-site O&M support.

Service Content

• Application Agent Maintenance

  Customers use resources from multiple cloud vendors, and they may encounter issues like difficult coordination and management, and low efficiency during routine O&M. To address these issues, Huawei Cloud centrally provides agent maintenance, assisted O&M, and hosting services to reduce costs and improve efficiency, ensuring customer service stability and enabling timely fault detection, demarcation, and rectification. Huawei Cloud Deterministic O&M Management Service is based on the deterministic operations solution and aims to build a competitive and professional cloud management service. It solves customers' O&M problems and difficulties in one-stop mode, enhances the stickiness between Huawei Cloud and customers, improves customer satisfaction, and drives customers to continuously or purchase Huawei Cloud services or expand their businesses with enhanced service features.

  Service	Description	Scenario
  O&M platform application O&M hosting (7*24)	The service provides remote application hosting capabilities for customer applications within the service period. The capabilities include 24/7 monitoring for customer applications based on customer logs, metrics, and alarms; responding to alarms in the customer production environment based on the preset plans; tracking production faults; and managing the entire lifecycle.	This service is suitable for scenarios where high service availability is required.
  O&M platform application hosting incremental service (7*24)	The service provides remote application hosting capabilities for the customer's new applications or those with capacity expansion. The capabilities include 24/7 monitoring of customer applications based on customer logs, metrics, and alarms; responding to alarms in the customer production environment based on preset plans; tracking production faults; and managing the entire lifecycle.	This service is suitable for scenarios where 24/7 incremental service packages are needed.
  O&M platform application hosting (5*8)	The service provides remote application hosting capabilities for customer applications within the service period. The capabilities include 8/5 monitoring of customer applications based on customer logs, metrics, and alarms; responding to alarms in the customer production environment based on preset plans; tracking production faults; and managing the entire lifecycle.	This service is suitable for scenarios where high service availability is required.
  O&M platform application hosting incremental service (5*8)	The service provides remote application hosting capabilities for the customer's new applications or those with capacity expansion. The capabilities include 8/5 monitoring of customer applications based on customer logs, metrics, and alarms; responding to alarms in the customer production environment based on preset plans; tracking production faults; and managing the entire lifecycle.	This service is suitable for scenarios where 8/5 incremental service packages are needed.
  Chaos Engineering Drill Service Basic Edition	The chaos engineering drill service helps users verify potential risks of the system online. The drill service covers the entire process, including fault mode identification and construction, drill risk analysis and control, emergency plan formulation, fault injection, fault recovery, and review. Help users build the system capability of chaos engineering: Build the fault mode library and weapon library, verify the effectiveness of emergency plans, improve the fast fault recovery capability of the OM team, continuously practice and optimize the emergency system, organize emergency capabilities, and improve the system resilience and reliability.	The customer needs to enhance their chaos engineering drill capabilities and assist them in completing the drill. The number of drill scenarios should not exceed five.
  Chaos Engineering Drill Service Incremental Package	The service content is the same as that of the basic version of the chaos engineering drill service. The service is purchased together with the basic package to expand the service scope. This service is applicable to the scenario where the number of drill scenarios exceeds 5. An incremental package is purchased as required for each drill scenario.	The number of customer drill scenarios exceeds the limit for the basic edition.
  O&M Platform Chaos Engineering Drill Service	Empowers you to identify potential risks in your systems online. This full-process fault drill service covers every critical phase, including failure mode identification and construction, drill risk analysis and control, contingency plan formulation, fault injection, fault rectification, and drill review. By using this service, you can enhance your chaos engineering system capabilities, develop failure mode libraries, and verify the effectiveness of your custom contingency plans.	You need to improve your capabilities in chaos engineering drills.
  O&M Platform Fault Management Managed Service	Is backed by the extensive experience of Huawei Cloud experts learned from years of best practices of cloud service O&M on Huawei Cloud. This service analyzes pain points of your core applications, manages the corresponding faults in fault trees, develops contingency plans tailored for your services, and verifies the faults through chaos drills; helping you improve fault rectification efficiency.	Your systems often experience service incidents due to non-standard fault management process in the system.
  O&M Platform Release Management Optimization Implementation Service	Analyzes process risks, sorts out standard SOPs, and provides optimization recommendations based on single change scenarios, such as software or configuration change.	1. Your change management system is immature. 2. You have mastered certain standardized operation capabilities and want to elevate your capability in deterministic control of change-related risks.
  O&M Platform Release Management Onsite Support Service (Standard Package)	Helps you oversee change review management, organize change backtracking, distill actionable insights from changes, deliver support for major changes, and manage change projects. Each standard package contains a maximum of 100 applications.
  O&M Platform Release Management Onsite Support Service (Add-on Package)	The service content is the same as that of the standard package. It is delivered to meet service demands of deploying over 100 applications, surpassing the capabilities of the standard package. Each add-on package contains a maximum of 10 applications.
  O&M Platform Application Hosting Implementation Service	Manages resources and applications within customers' application O&M scope on the O&M platform. A maximum of 100 instances can be managed. The scope of management covers resource management, account hosting, log collection, and monitoring configuration.	Customers' services are connected to the O&M platform for hosting for the first time.
  O&M Platform Application Hosting Implementation Incremental Service	Manages and connects to incremental services and resources of customers to meet O&M requirements.	Customer have incremental services to be connected to the O&M platform.
  O&M Platform PRR Governance Service	Helps customers carry out production readiness review (PRR) activities using O&M tools, specify the corresponding review process, and develop PRR review sub-items, content description, and evaluation criteria for corresponding services. Helps customers implement automatic development related to online review, conduct PRRs on actual businesses, and provides review results.	Customers require Huawei experts to provide PRR services and perform related operations on actual businesses.
  O&M Platform Runtime Risk Assessment and Governance Service	Customizes the standard process of risk assessment for customers' runtime businesses based on O&M tools, and customizes the information and detection standards for risk assessment sub-items. Automates some assessment-related operations, assesses risks of actual businesses, and provides assessment results.	Customers require Huawei experts to perform risk assessment and related operations on actual businesses.
  O&M Platform Service Availability Measurement and Governance Service	Formulates service level objectives (SLOs) for customers' products, develops service level indicator (SLI) items and baseline data, and monitors the SLOs or SLIs based on the customers' actual business and O&M tools.	Customers require Huawei experts to perform availability measurement and related operations on actual businesses.
  O&M Platform Development Support Service - Junior O&M Engineer	Provides basic development support, including SDK/API usage support and demo display, development environment setup guide, and application development guide. This service helps you quickly develop intelligent applications on the platform to address diverse issues you encounter by assisting in data preparation, model selection and optimization, inference acceleration, knowledge engineering; and application orchestration, deployment, and integration.	Customers need Huawei Cloud professional services for operations optimization.
  O&M Platform Development Support Service - Intermediate O&M Engineer	Provides development support for migrating, adapting, and reconstructing applications or data on O&M platform. The content includes migration evaluation and solution design of AI applications and matching models, reconstruction and commissioning of AI applications and model inference scripts, performance optimization of single-node and distributed systems, and fine-tuning, training script reconstruction, and performance debugging of foundation models.
  O&M Platform Development Support Service - Senior O&M Engineer	Provides support for common component development on the O&M platform in the following scenarios: (1) Interconnection with third-party closed-source models (2) Introduction of open-source models (3) Incremental pre-training (4) Scenario-based optimization of open-source models (5) Model assessment: includes the assessment policies, assessment datasets, and execution processes based on the accelerator evaluation function. (Objective content: automatically completed by the accelerator; subjective content: manual execution) (6) Data preparation: data access, governance (clear deduplication and normalization), and data set generation (7) Knowledge base building (8) Prompt project (9) Dynamic knowledge injection RAG (10) Knowledge base access
  O&M Platform Development Support Service - Senior Technical Account Manager	Provides professional support during application development. (1) Helps you conduct requirement survey and solution design for the overall solution based on your application scenarios, including but not limited to planning for compute, storage, and network, data preparation design, large model selection and evaluation, and solutions for model orchestration and software platform integration. (2) Provides development support based on the existing application design solution. This includes data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, and deployment.

Prerequisites

• The customer has purchased or integrated the corresponding Huawei Cloud O&M cloud service platform and products.
• The customer has granted Huawei Cloud permissions to process relevant data in their system during service delivery.
• The customer has designated a team to work with Huawei Cloud service team to complete O&M services.
• The customer and Huawei Cloud have confirmed the solution and signed a contract.

Service Scope

1. Items Covered
   • Cloud service applications running on or managed by the O&M platform.
   • The Huawei Cloud underlying modules integrated and sold through the O&M platform.
2. Items Not Covered
   • Third-party applications introduced by customers.
   • Underlying modules of Huawei Cloud that are not integrated for sales.
   • The reconstruction fee of the customer's system architecture generated during the O&M service is not covered and needs to be purchased separately. If the customer's resources are inadequate or do not match the service's security redundancy design (found during inspection), the customer needs to pay for the reconstruction.
3. Service Regions

   Outside the Chinese mainland.

Service Process

• Yearly/Monthly Service Process (Partial Application Agent Maintenance)

  Service Phase	Content	Content Description
  Preparation	Requirement communication	Huawei fully communicates with the customer about the specific requirements of O&M personnel, such as the service type, service duration, and engineer level.
  	Requirement confirmation	Huawei collects customer requirements, evaluates resources, and confirms the customer's O&M service requirements.
  	Contract signing	Huawei provides the O&M service quotation and discusses with the customer about the contract. Both parties sign the contract after reaching an agreement.
  Implementation	Personnel confirmation	Huawei provides O&M engineers that meet the contract requirements and confirms the engineers with the customer.
  	Routine O&M	O&M engineers provide routine O&M services specified in the contract and output documents such as weekly and monthly O&M reports, and delivery quality assessments as required.
  Closure	Service end or renewal negotiation	Huawei reminds the customer one month before the service time specified in the contract expires. The two parties communicate with each other about whether to renew the service.
  	Personnel exit	O&M engineers hand over documents and accounts and leave the site on time. The service process ends.

• Once Service Process (Partial Application Agent Maintenance)

  Service Phase	Content Description
  Requirement Survey	Huawei fully communicating with customer to understand their needs.
  Solution Design	Huawei fully communicating with customer, we can clearly identify existing issues and provide corresponding solutions.
  Solution Output	Huawei based on the project objectives, deliver the "XX Customer Enterprise Proposal," which will undergo customer review and acceptance.
  Working	Huawei according to the project service content, proceed with the implementation and construction as planned.
  Summary	Huawei Summarize the project implementation results, analyze the issues encountered during construction, and compile a summary report.

Service Deliverables

Responsibility Matrix

1. Shared Responsibilities
   • Negotiate and confirm specific service requirements, scope and objectives.
   • Negotiate and confirm project management plans.
   • Negotiate, confirm, and review solutions.
2. Huawei Responsibilities
   • Conducts requirement survey, solution design, and delivery based on the responsibility matrix.
   • Prepares a service plan and a BOQ for the customer to confirm before providing services.
   • Provides services based on the service plan and prepares the deliverables needed.
   • Lists deliverables after the service is complete.
   • Specifies a project owner. The customer shall be notified of any personnel changes three working days in advance until the project is accepted.
   • Can only use the authorized data within the scope of the Deterministic O&M Management Service and must not exceed this range.
3. Customer Responsibilities
   • Backs up and saves data.
   • Verifies service systems.
   • Operates and maintains the infrastructure layer, including compute, networking, storage, OBS bucket, and security services.
   • Assigns a project owner to coordinate between the two parties and to manage, review, and accept services provided by Huawei Cloud.
   • Provides service system information, including but not limited to application architectures, deployment architectures, resource quantity, and performance.
4. Responsibility Details
   • Application Agent Maintenance

     R: responsible party S: supporting party
     No.	Service Process	Description	Huawei	Customer
     1	Project kickoff meeting	Communicate with the customer's project owner (team) to clarify requirements, expectations, scope, content, deliverables, and stakeholders, and develop work plans.	R	S
     2	Customer service survey	Interview and research the customer to survey their overall O&M status and pinpoint challenges in each domain.	R	R
     3	Service implementation	Assign site reliability engineers (SREs) to perform 24/7 monitoring on customer applications and handle alarms in the way agreed with the customer.	R	S
     		Follow the operation manual to manage any events that happen on the live network.	R	S
     		Contact customers or relevant parties to record, track, verify, and resolve issues throughout their lifecycle.	R	S
     		Rectify the fault on the live network by referring to the customer-approved troubleshooting manual.	R	S
     		Implement the change solution approved by the customer within the specified time.	R	S
     		Provide a service platform to receive customer inquiries and manage their requests through service tickets.	R	S
     		Inspect and monitor infrastructure resource load and manages system capacity.	R	S
     		Upgrade the application according to the customer-provided upgrade guide.	R	S
     		Identify and handle system risks by detailed inspection and problem management.	R	S
     		Inspect the system infrastructure, middleware, databases, and applications, and output inspection reports.	R	S
     		When a major system fault occurs, review the fault, analyze the technical and management root causes, and provide suggestions for optimization.	R	S
     		Conduct fault drills based on the customer-approved fault drill solution.	R	S
     4	Deliverable output	Provide deliverables, including Weekly Report for XXX Application O&M, Monthly Report for XXX Application O&M, and more.	R	S
     5	Review and summary	Review and summarize the overall O&M service.	R	S

Acceptance Criteria

Periodic services: include O&M platform application O&M hosting (7*24), O&M platform application hosting incremental service (7*24), O&M platform application hosting (5*8) and O&M platform application hosting incremental service (5*8) , After the customer places an order, Huawei submits standard deliverables based on each service sub-item, and completes delivery based on the contract/order. The service automatically passes the acceptance after it expires.

Once services: Huawei submits standard deliverables based on each service sub-item. The customer confirms the acceptance on the HUAWEI CLOUD official website or signs and seals the Chaos Engineering Drill Service Acceptance Report offline.