Statement of Work (SOW)

Service Overview

With the rapid growth of the digital economy, cloud migration has become a clear trend for enterprises aiming to enhance agility and reduce operational costs. Many have deployed the region of CloudScope for their core services on public cloud platforms to enable fast rollout and auto scaling. However, as businesses expand globally, the limitations of standard cloud platforms are increasingly exposed, particularly amid growing security threats, government regulations compliance pressures, and intensified competition. To meet high availability requirements for O&M, Huawei Cloud offers professional services that help customers resolve cloud platform challenges, improve O&M efficiency, and reduce costs.

Service Content

• Deterministic Operations Service – IMS

  Specification	Content	Scenario
  Assisted O&M Service (Basic) - Standard package - 100 servers	Assisted O&M Service (Basic): Provides routine O&M services to ensure normal service running, including alarm monitoring, fault rectification, and the handling of incidents, issues, and changes.	The customer has purchased Huawei Cloud Stack (HCS) Online. An O&M team is available but cannot meet evolving service demands. Customers are in charge of routine O&M and O&M management, and Huawei offers assistance where needed. Customers need Huawei to help them build cloud platform O&M capabilities.
  Assisted O&M Service (Basic) - Server add-on package - 100 servers
  Assisted O&M Service (Basic) - Advanced cloud service add-on package - 5 services
  Assisted O&M Service (Advanced) - Standard package - 100 servers	Assisted O&M Service (Advanced): Provides value-added services including O&M management, version upgrade, proactive prevention, and capability building, in addition to the services provided by Assisted O&M Service (Basic).	The customer has purchased HCS Online. An O&M team is available but cannot meet evolving service demands. Customers are in charge of routine O&M and O&M management, and Huawei offers assistance where needed. Customers need Huawei to help them build cloud platform O&M capabilities.
  Assisted O&M Service (Advanced) - Server add-on package - 100 servers
  Assisted O&M Service (Advanced) - Advanced cloud service add-on package - 5 services
  On-Site Assisted O&M	The service content varies based on the specific needs and on-site labor requirements of each project.	Project-specific service
  O&M platform assistance service - basic package	Alarm monitoring: Provides 24/7 real-time monitoring of COC and handles alarms. Customer service systems are not involved in the monitoring process. Incident handling: Creates an incident ticket for identified issues and supports on-site O&M personnel in resolving them following the ticket process. Change implementation: Collaborates with the customer to carry out changes, including configuration updates, version upgrades, and feature iterations. Supports change request acceptance and oversees the full process, including preparation, solution design and review, implementation, and result confirmation. Inspection: Conducts regular checks on COC to detect potential faults and addresses identified risks. Major fault handling: Demarcates and locates critical faults on COC that disrupt customer services. Covers fault request acceptance, notification, diagnosis, resolution, and closure. Note: This work scope applies only to COC.	Project-specific service
  O&M platform managed service - basic package
  O&M platform assistance service-incremental intermediate package	Vulnerability scan: Regularly scan the cloud platform to detect vulnerabilities, and contact R&D experts to fix vulnerabilities on the live network. Fault reviews: Conduct post-incident analyses to prevent similar faults as well as control and mitigate impacts. Extract insights to refine O&M processes and enhance efficiency. This process helps the O&M team assess current service stability and identify optimal solutions. Issue management: Analyzes issue types and volume trends, identifies root causes of common issues, and provides rectification and improvement solutions. Urges manufacturers to resolve escalated issues, and coordinates resources to solve non-escalated issues and assess solution effectiveness. Risk management: Identifies, evaluates, and analyzes risks related to COC usage, cloud service scale, service status, and O&M processes. Proactively mitigates risks using effective, planned methods. Resource and capacity management: Evaluates resource usage, redundancy, forecasts, and pain points on COC. Provides targeted recommendations to support resource expansion, restructuring, and evolution. Drill service: Assists the customer in conducting drills and building drill capabilities. Verifies the quick fault rectification capability and system reliability through fault injection. Alarm optimization: Develops more intelligent suppression rules to reduce redundant or recurring alarms. Gathers feedback and issues from the alarm handling process to refine alarm policies and rules. Handling of difficult problems: Escalates alarms and incidents beyond junior O&M capabilities to intermediate personnel for fault diagnosis and resolution. Note: This work scope applies only to COC.
  O&M platform managed service-incremental intermediate package
  O&M platform assistance service-incremental advanced package	Failure mode management capability building: Leverages major industry and Huawei Cloud failure modes to guide the customer in identifying and mitigating risks that may disrupt live network services. Failure mode library capability building: Assists the customer in fault management by compiling historical failure modes into a structured library. Develops contingency plans to enable rapid fault detection, locating, and resolution, ensuring stable system operations. Risk governance capability building: Supports the customer in developing change risk control capabilities based on Huawei Cloud's Site Reliability Engineering (SRE) practices. Builds scenario-based risk control capabilities through digital risk assessment, impact evaluation, and proactive mitigation and even elimination to ensure successful change implementation. Key event assurance capability building: Guides the customer in establishing a comprehensive capability system that supports the full lifecycle of key event assurance. Before assurance, the assurance team is formed and a kick-off meeting is held to identify and eliminate capacity and availability risks, while contingency plans are developed for any unresolved risks. During assurance, attendance and service inspections are executed as planned, with immediate handling of any emergency issues. Following assurance, reviews are conducted, and improvement measures are formulated where necessary to enhance future assurance effectiveness. Note: This work scope applies only to COC.
  O&M platform managed service-incremental advanced package
  Dedicated O&M Manager - Intermediate	Provide 8/5 alarm monitoring and service ticket support, and organize recovery of major faults 24/7. Optimize alarms: Check the coverage and rationality of alarm rules. Learn about the customer's service processes and requirements, clarify the impact of metrics on services, and formulate alarm rules. Analyze alarms: Periodically analyze alarm data to summarize the trends, types, and distribution of alarms. Identify potential problems and weak links in the system through data analysis. Establish a failure mode library based on historical faults and develop contingency plans to quickly detect, locate, and rectify faults and ensure stable system operations. Integrate Huawei Cloud O&M experience and professional technologies into customers' workflows to optimize their O&M processes, saving O&M time and labor costs. Develop major holiday assurance solutions and take major assurance measures such as system inspection, monitoring and warning, emergency response, resource assurance, and network security protection for the cloud platform to ensure stable system operations during holidays.
  Dedicated O&M Manager - Senior	In addition to intermediate-level services, the advanced dedicated O&M manager assists the customer in building safe production capabilities and transfers operational expertise. Safe production capability building: Formulates red lines and operations specifications for safe production, and builds safe production control capabilities from the perspectives of organizational development, policy design, risk assessment, and technical support. Service enablement: Helps customers to comprehensively improve product influence and O&M capabilities. Covers O&M processes, rules and regulations, O&M tools, safe production, and cloud service O&M skills.
  Small-scale equipment room relocation	Project management, relocation feasibility analysis, equipment room site survey, low level design (LLD) output for the new equipment room, relocation solution design, relocation drills, relocation risk analysis and control, relocation kick-off meeting, equipment room power-off, equipment room power-on, platform recovery, and post-relocation summary	Small scale: fewer than 100 devices
  Medium-scale equipment room relocation		Medium scale: 100 to 500 devices
  Large-scale equipment room relocation		Large scale: more than 500 devices
  Managed O&M Service (Basic) - Standard package - 100 servers	Managed O&M Service (Basic): Provides routine O&M services to ensure normal service running, including alarm monitoring, fault rectification, and the handling of incidents, issues, and changes.	The customer has purchased HCS Online. The customer does not have an O&M team. An O&M team is available but cannot meet evolving service demands. Huawei is in charge of routine O&M and O&M management, and the customer offers assistance where needed.
  Managed O&M Service (Basic) - Server add-on package - 100 servers
  Managed O&M Service (Basic) - Advanced cloud service add-on package - 5 services
  Managed O&M Service (Advanced) - Standard package - 100 servers	Managed O&M Service (Advanced): Provides value-added services including O&M management, version upgrades, proactive prevention, and capability building, in addition to the services provided by Managed O&M Service (Basic).	The customer has purchased HCS Online. The customer does not have an O&M team. An O&M team is available but cannot meet evolving service demands. Huawei is in charge of routine O&M and O&M management, and the customer offers assistance where needed.
  Managed O&M Service (Advanced) - Server add-on package - 100 servers
  Managed O&M Service (Advanced) - Advanced cloud service add-on package - 5 services
  On-Site Managed O&M	The service content varies based on the specific needs and on-site labor requirements of each project.	Project-specific service

Prerequisites

• Equipment room relocation is a professional service. Huawei can undertake the project only when the customer has a clear budget.
• Currently, there is no relocation solution for the 3AZ DR on the management plane.
• The internal IP addresses of the platform remain unchanged before and after the migration. Only the public IP address is changed. Do not undertake the migration project where all IP addresses of the platform are changed according to the new equipment room.
• Spare parts required for the migration have been prepared, including optical fibers and hard disks. You need to determine whether to reuse the optical fibers of the original equipment room based on the cabinet layout and distance in the new equipment room. If the optical fibers are reused, 20% redundancy needs to be prepared because the optical fibers are easily damaged or dusty during the migration.
• Customers shall apply for this service at least 20 working days in advance for Huawei to evaluate the scale of the customer's cloud platform. Then, Huawei shall sign the Equipment Room Relocation Service contract with the customer and will assign personnel to the relocation project before the relocation starts.
• All work records and documents of this project are in Chinese and provided based on Party A's requirements. The electronic documents submitted are in the Microsoft Word, Microsoft PowerPoint, or Microsoft Excel format.
• Customers shall apply for this service at least 20 working days in advance for Huawei to evaluate the scale of the customer's cloud platform. Then, Huawei shall sign an authorization contract with the customer and will assign personnel to the project.
• It is essential to determine whether remote or on-site O&M support is necessary before offering services to customers.
• Before the project starts, the customer shall provide necessary facilities to Huawei's project team, including office seats, meeting rooms, network facilities, telephones or videoconferencing facilities that work properly, projectors, and whiteboards.
• The Huawei cloud platform has been delivered, and the acceptance of the platform has been completed. The deliverables related to the cloud platform have been handed over to the assisted O&M team, including but not limited to HLD, LLD, and environment information tables.
• Huawei provides the resources (including ECS, EIP, CCE, APIG, and ELB) required for the service implementation and delivery. The customer needs to pay for the resources.
• Before planning, designing, and implementing region O&M data migration on CloudScope, ensure that the versions of the two sets of CloudScope are the same before and after the migration. If they are inconsistent, upgrade the version to ensure consistency.
• O&M data migration and re-interconnection of CloudScope do not affect customer services.
• After Huawei undertakes the service, the customer should provide necessary survey time and related materials to assist Huawei in carrying out the consulting and survey.
• The customer and Huawei must reach consensus on the objectives of the consulting service and sign a contract.
• To purchase the intelligent computing infrastructure service, you need to purchase the intelligent computing infrastructure platform first.

Service Scope

1. Items Covered
   1. Assisted and Managed O&M Services

      The division of responsibilities for platform O&M management is as follows:

      Customers:

      • Maintain application software and its accompanying operating systems and databases.
      • Manage ventilation, fire extinguishing, moisture-proof, and electricity facilities in equipment rooms, and replace spare parts of physical servers and network devices.

      Huawei:

      • Onsite process management and a service desk: A service desk, serving as a single point of contact, handles customer complaints, suggestions, and consultation, tracks and closes tickets related to faults, changes, and problems based on a specific process, and answers simple questions.
      • 24/7 alarm monitoring: Huawei monitors alarms of managed objects and classifies and escalates alarms to ensure that problems can be handled in a timely manner.
      • O&M services: Huawei handles alarms, locates, demarcates, and rectifies faults, completes changes such as configuration, patch installation, and upgrades, and performs routine system inspection.
   2. Equipment Room Relocation Service
      • The customer is responsible for the equipment room environment required for the migration and the physical migration process. Alternatively, Huawei supports the customer in coordinating with an integrator, who then assumes this responsibility. Huawei's scope excludes physical relocation and focuses on other migration-related activities. Service responsibilities are clearly segmented across different phases of the relocation.
      • Planning: tenant service survey and analysis, relocation feasibility evaluation, site survey for the new equipment room, LLD verification for the existing equipment room, producing LLD for the new equipment room, relocation solution design, and preparing for graceful power-on and power-off runbook
      • Preparation: relocation drills, management plane data backup, relocation risk analysis and control, and relocation kick-off meeting
      • Implementation: device power-on, basic platform recovery, alarm handling, and platform attendance and assurance
      • Summary: relocation reviews and summary
2. Items Not Covered
   1. Managed or Assisted O&M Service
      1. The service does not cover service development support for tenants and troubleshooting for service systems.
      2. The service does not cover MapReduce Service (MRS) big data development support, including:
         • System architecture survey
         • Table design and development suggestions
         • Component development guidance
         • Component selection guidance
         • Performance tuning
         • Connections to third-party platforms
         • Application interconnection and release support
      3. The service does not cover Data Warehouse Service (DWS) development support, including:
         • System architecture survey
         • Table design and development suggestions
         • Component development guidance
         • Component selection guidance
         • Performance tuning
         • Connections to third-party platforms
         • Application interconnection and release support
      4. The service does not cover database development support, including:
         • Database development guidance
         • Database performance tuning
         • Connections to third-party database platforms
         • Application interconnection and release support
      5. The service does not cover ROMA application integration development support, including:
         • Requirement survey
         • Support for installation and deployment
         • Trainings and demonstrations on the framework
         • Support for customization and reconstruction
         • Test support
         • Subscription support
      6. The service does not cover O&M tools that are not introduced by Huawei products.
      7. The service does not cover tasks beyond the cloud platform O&M scope of HCS Online.
   2. Equipment Room Relocation Service
      • This service does not cover the following: New equipment room construction: building of basic infrastructure such as ventilation, fire extinguishing, moisture-proof, and electricity facilities.
      • Physical relocation: device removal, packaging, transportation, installation, cabling, and connection check.
      • Spare parts preparation: Customers are responsible for replacing spare and faulty parts of their own hardware assets. For third-party devices, customers are expected to coordinate with relevant vendors to obtain spare part services.
      • Customer service restoration and verification after devices in the new equipment room are powered on.
      • Optimization of cloud platforms and service architectures.
3. Service Regions

   Outside the Chinese mainland.

Service Process

• Managed or Assisted O&M Service

  Phase	Description
  Service request	A customer submits a service request.
  Requirement evaluation	Huawei experts communicate with the customer to understand and evaluate the customer demands.
  Objective alignment	Huawei confirms the service scope and delivery objectives with the customer.
  Order placement	Huawei provides service configuration packages and corresponding quotations based on customer requirements. After the customer confirms the quotations and places an order, Huawei provides the delivery plan.
  Implementation	The project is officially initiated, and team members begin on-site O&M activities.
  Deliverable provision	Huawei provides the customer with deliverables such as troubleshooting reports, monthly O&M reports, in-depth inspection reports, and risk check reports.
  Acceptance	Huawei submits deliverables to the customer, who verifies them and signs the acceptance report.

• Equipment Room Relocation Service

  Phase	Description
  Service request	A customer submits a service request.
  Requirement evaluation	Huawei experts engage with the customer to understand and assess their requirements. Huawei confirms the service scope and delivery objectives with the customer.
  Objective alignment	Huawei confirms the service scope and delivery objectives with the customer.
  Order placement	Huawei provides service configuration packages and corresponding quotations based on customer requirements. After the customer confirms the quotations and places an order, Huawei provides the delivery plan.
  Consulting and implementation	The project is officially initiated. Huawei prepares the materials and deliverables for project acceptance.
  Acceptance	The customer signs Equipment Room Relocation Service Acceptance Report based on the products ordered by the customer. The project is accepted.

Service Deliverables

Responsibility Matrix

1. Shared Responsibilities
   • Negotiate and confirm specific requirements and objectives.
   • Negotiate and confirm project management plans.
   • Negotiate, confirm, and review solutions.
   • Sign a contract.
2. Huawei Responsibilities
   • Huawei shall assign a dedicated project owner and, in case of personnel changes due to special reasons, notify the customer at least three working days in advance until project acceptance is completed.
   • Huawei can only use the data authorized by the customer for improving stability.
   • Huawei shall prepare a service plan and BOQ for the customer to confirm before providing services.
   • Huawei shall provide services based on the confirmed plan, and prepare and submit deliverables on time. In case of disputes, deliverables are optimized through mutual negotiation.
   • Huawei shall list deliverables after services are all completed.
3. Customer Responsibilities
   • The customer shall assign a project owner to coordinate between the two parties and to manage, review, and accept services provided by Huawei Cloud.
   • The customer shall provide service system information, including but not limited to application architectures, deployment architectures, resource quantity, and performance.
   • Hardware devices of the cloud platform are deployed in the customer's equipment rooms. The customer shall provide O&M for ventilation, fire-extinguishing, moisture-proof, and electricity facilities in the equipment rooms, on-site O&M for servers (including parts replacement, power cycling, and cable adjustment), on-site O&M for physical network devices such as switches, routers, and firewalls (including parts replacement, power cycling, and cable adjustment), as well as remote O&M based on the VPN channel.
   • The customer shall be responsible for the O&M of the service application systems deployed on the tenant plane.
   • The customer shall collect and forward project-related feedback from management and key service departments, focusing on project delivery requirements.
   • The customer shall coordinate project stakeholders to support project implementation and attend meetings, interviews, and seminars. If consulting activities involve a third party on the customer side, the customer shall negotiate with the third party and assist the consultant in solving problems.
   • The customer shall provide complete project-related information and materials in a timely manner according to project requirements.
   • After Huawei submits the deliverables, the customer arranges timely meetings for review and acceptance.
4. Responsibility Details
   • Managed and Assisted O&M Services (Basic and Advanced)

     The following table provides an example responsibility matrix and can be modified as needed. R: responsible party S: supporting party
     Category	Subcategory	Content	Customer	Huawei
     O&M management of customer equipment rooms	Resource pool maintenance	Regularly performs inspection on ventilation, fire-extinguishing, moisture-proof, and electricity facilities.	R	\
     	Replacement of faulty parts	Replaces faulty parts, such as hard disks, hard disk drive backplanes, RAID controller cards, NICs, and memory modules.	R	\
     	Spare parts management and hardware scaling	Scales hardware resources and manages platform spare parts.	R	\
     Network O&M	Equipment room network O&M	Maintains the configurations and software of equipment room network devices.	\	R
     	Equipment room network hardware maintenance	Replaces network device hardware and provides warranty coverage.	R	\
     	Cloud platform network O&M	Maintains virtual networks on the cloud platform.	\	R
     Application service O&M	User OS O&M	Monitors and maintains user OSs.	R	S
     	User service O&M	Maintains and upgrades application-layer services.	R	S
     	Request and maintenance of licenses used on cloud servers	Requests and maintains the licenses used on cloud servers. (Licenses should be requested by customers themselves.)	R	S
     	Cloud server security hardening	Performs security hardening and routine maintenance for cloud servers.	R	S
     	Private image creation	Creates private images based on specifications in the image guide provided by Huawei.	R	S
     	Service provisioning	Provisions application layer services on the HCS Online platform.	R	S
     	Tenant security O&M	Protects tenant security, hardens cloud server security, and handles security events.	R	S
     	Public image creation	Provides public images as agreed by both parties through negotiation.	S	R
     Cloud platform O&M	Centralized monitoring and alarm handling	Provides 24/7 monitoring on resource pools to identify faults and potential risks in a timely manner.	S	R
     	Changes such as resource pool upgrades and hardware or software patching (only available with the Advanced package)	Plans upgrades and hardware or software patching for resource pools in line with the change procedures and standards. Notifies the customer of major changes, and communicates with the customer about the change impact and time window.	/	R
     	Resource pool capacity prediction (only available with the Advanced package)	Predicts the cloud platform resource capacity based on service requirements and notifies Huawei of the predictions in a timely manner.	R	S
     	Resource pool capacity monitoring (only available with the Advanced package)	Monitors the cloud platform capacity based on capacity management specifications and exposes capacity risks in a timely manner.	S	R
     	Hardware inspection	Performs routine inspection on resource pool hardware, including checking the incidents, alarms, and errors of on-site devices.	S	R
     	Complaint handling and problem locating	Responds to and handles problems in accordance with the service response process.	S	R
     	Fault reporting	Provides reports on handled problems and faults.	S	R
     	Platform security O&M (only available with the Advanced package)	Performs security O&M for the cloud platform, including vulnerability management, patch fixing, and security event response.	S	R

   • Assisted O&M Service

     The following table provides an example responsibility matrix and can be modified as needed. R: responsible party S: supporting party
     Category	Subcategory	Content	Customer	Huawei
     Cloud platform O&M	Centralized monitoring and alarm handling	Provides 24/7 monitoring on resource pools to identify faults and potential risks in a timely manner.	S	R
     	Changes such as resource pool upgrades and hardware or software patching	Plans upgrades and hardware or software patching for resource pools in line with the change procedures and standards. Notifies the customer of major changes, and communicates with the customer about the change impact and time window.	/	R
     	Resource pool capacity prediction	Predicts the cloud platform resource capacity based on service requirements and notifies Huawei of the predictions in a timely manner.	R	S
     	Resource pool capacity monitoring	Monitors the cloud platform capacity based on capacity management specifications and exposes capacity risks in a timely manner.	S	R
     	Hardware inspection	Performs routine inspection on resource pool hardware, including checking the incidents, alarms, and errors of on-site devices.	S	R
     	Complaint handling and problem locating	Responds to and handles problems in accordance with the service response process.	S	R
     	Fault reporting	Provides reports on handled problems and faults.	S	R
     	Platform security O&M	Performs security O&M for the cloud platform, including vulnerability management, patch fixing, and security event response.	S	R

   • Managed O&M Service

     The following table provides an example responsibility matrix and can be modified as needed. R: responsible party S: supporting party
     Category	Subcategory	Content	Customer	Huawei
     Cloud platform O&M	Centralized monitoring and alarm handling	Provides 24/7 monitoring on resource pools to identify faults and potential risks in a timely manner.	S	R
     	Changes such as resource pool upgrades and hardware or software patching	Plans upgrades and hardware or software patching for resource pools in line with the change procedures and standards. Notifies the customer of major changes, and communicates with the customer about the change impact and time window.	S	R
     	Resource pool capacity prediction	Predicts the cloud platform resource capacity based on service requirements and notifies Huawei of the predictions in a timely manner.	S	R
     	Resource pool capacity monitoring	Monitors the cloud platform capacity based on capacity management specifications and exposes capacity risks in a timely manner.	S	R
     	Hardware inspection	Performs routine inspection on resource pool hardware, including checking the incidents, alarms, and errors of on-site devices.	S	R
     	Complaint handling and problem locating	Responds to and handles problems in accordance with the service response process.	S	R
     	Fault reporting	Provides reports on handled problems and faults.	S	R
     	Platform security O&M	Performs security O&M for the cloud platform, including vulnerability management, patch fixing, and security event response.	S	R

   • Equipment Room Relocation Service

     The following table provides an example responsibility matrix and can be modified as needed. R: responsible party S: supporting party
     Category	Subcategory	Content	Customer	Huawei
     Planning	Survey	Tenant service survey and analysis	R	S
     		Feasibility evaluation	R	S
     	Site survey and LLD output for the new equipment room	Site survey for the new equipment room	R	S
     		Check on the LLD of the old equipment room	R	S
     		Output of the LLD of the new equipment room	R	S
     	Relocation solution design	Relocation solution design	R	S
     Preparation	Spare parts preparation	Spare parts preparation	S	R
     	Internal account preparation	Internal account preparation	R	S
     	Key data backup	Key data backup	S	R
     	Relocation authorization	Relocation authorization	S	R
     	Relocation drills	Relocation drills	R	S
     	Relocation risk management	Relocation risk analysis and control	R	S
     	Kick-off meeting	Kick-off meeting	R	S
     Relocation	Service shutdown in the old equipment room	CloudScope O&M disabling	R	S
     		Global power-off	R	S
     	Physical relocation	Device processing before removal	S	R
     		Device removal	S	R
     		Device packaging	S	R
     		Device protective processing	S	R
     		Transportation	S	R
     		Device processing before installation	S	R
     		Device installation	S	R
     		Cabling check	S	R
     	Service recovery in the new equipment room	Global power-on	R	S
     		Basic connectivity check	R	S
     		CloudScope O&M enabling	R	S
     		Dialing tests	R	S
     		Tenant service recovery	S	R
     		Alarm handling	R	S
     		Service verification	S	R
     		Platform assurance	R	S
     Summary	Summary	Summary	R	S
     		Customer acceptance	S	R

Acceptance Criteria

Online and on-site acceptance criteria: Huawei must submit standard deliverables of each service subitem. If customers accept the deliverables, they need to click the acceptance link on the Huawei Cloud console or sign and seal XXXXX Service Acceptance Report.