Compute
Elastic Cloud Server
Huawei Cloud Flexus
Bare Metal Server
Auto Scaling
Image Management Service
Dedicated Host
FunctionGraph
Cloud Phone Host
Huawei Cloud EulerOS
Networking
Virtual Private Cloud
Elastic IP
Elastic Load Balance
NAT Gateway
Direct Connect
Virtual Private Network
VPC Endpoint
Cloud Connect
Enterprise Router
Enterprise Switch
Global Accelerator
Management & Governance
Cloud Eye
Identity and Access Management
Cloud Trace Service
Resource Formation Service
Tag Management Service
Log Tank Service
Config
OneAccess
Resource Access Manager
Simple Message Notification
Application Performance Management
Application Operations Management
Organizations
Optimization Advisor
IAM Identity Center
Cloud Operations Center
Resource Governance Center
Migration
Server Migration Service
Object Storage Migration Service
Cloud Data Migration
Migration Center
Cloud Ecosystem
KooGallery
Partner Center
User Support
My Account
Billing Center
Cost Center
Resource Center
Enterprise Management
Service Tickets
HUAWEI CLOUD (International) FAQs
ICP Filing
Support Plans
My Credentials
Customer Operation Capabilities
Partner Support Plans
Professional Services
Analytics
MapReduce Service
Data Lake Insight
CloudTable Service
Cloud Search Service
Data Lake Visualization
Data Ingestion Service
GaussDB(DWS)
DataArts Studio
Data Lake Factory
DataArts Lake Formation
IoT
IoT Device Access
Others
Product Pricing Details
System Permissions
Console Quick Start
Common FAQs
Instructions for Associating with a HUAWEI CLOUD Partner
Message Center
Security & Compliance
Security Technologies and Applications
Web Application Firewall
Host Security Service
Cloud Firewall
SecMaster
Anti-DDoS Service
Data Encryption Workshop
Database Security Service
Cloud Bastion Host
Data Security Center
Cloud Certificate Manager
Edge Security
Situation Awareness
Managed Threat Detection
Blockchain
Blockchain Service
Web3 Node Engine Service
Media Services
Media Processing Center
Video On Demand
Live
SparkRTC
MetaStudio
Storage
Object Storage Service
Elastic Volume Service
Cloud Backup and Recovery
Storage Disaster Recovery Service
Scalable File Service Turbo
Scalable File Service
Volume Backup Service
Cloud Server Backup Service
Data Express Service
Dedicated Distributed Storage Service
Containers
Cloud Container Engine
SoftWare Repository for Container
Application Service Mesh
Ubiquitous Cloud Native Service
Cloud Container Instance
Databases
Relational Database Service
Document Database Service
Data Admin Service
Data Replication Service
GeminiDB
GaussDB
Distributed Database Middleware
Database and Application Migration UGO
TaurusDB
Middleware
Distributed Cache Service
API Gateway
Distributed Message Service for Kafka
Distributed Message Service for RabbitMQ
Distributed Message Service for RocketMQ
Cloud Service Engine
Multi-Site High Availability Service
EventGrid
Dedicated Cloud
Dedicated Computing Cluster
Business Applications
Workspace
ROMA Connect
Message & SMS
Domain Name Service
Edge Data Center Management
Meeting
AI
Face Recognition Service
Graph Engine Service
Content Moderation
Image Recognition
Optical Character Recognition
ModelArts
ImageSearch
Conversational Bot Service
Speech Interaction Service
Huawei HiLens
Video Intelligent Analysis Service
Developer Tools
SDK Developer Guide
API Request Signing Guide
Terraform
Koo Command Line Interface
Content Delivery & Edge Computing
Content Delivery Network
Intelligent EdgeFabric
CloudPond
Intelligent EdgeCloud
Solutions
SAP Cloud
High Performance Computing
Developer Services
ServiceStage
CodeArts
CodeArts PerfTest
CodeArts Req
CodeArts Pipeline
CodeArts Build
CodeArts Deploy
CodeArts Artifact
CodeArts TestPlan
CodeArts Check
CodeArts Repo
Cloud Application Engine
MacroVerse aPaaS
KooMessage
KooPhone
KooDrive

Statement of Work (SOW)

Updated on 2024-11-25 GMT+08:00

Service Overview

The IoT O&M and Management Service is a personalized and continuous O&M and management service for Huawei products purchased by customers remotely or at customers' designated workplaces. including helping customers prevent major faults or quickly rectify faults when faults occur, and providing on-site assurance actions for key projects.

Service Content

L4 Service Name

L4.5 Service Name

L6 Service Name

Service Content

Application Scenario

IoT O&M and Management Service

IoT O&M Service

IoT offsite OM service

The 5 x 8 remote O&M service provides O&M services, such as risk check, architecture check, and product usage, to ensure stable service running. 1 month remote service

The customer has purchased the HUAWEI CLOUD Internet of Things (IoT platform) cloud service. However, the IoT platform service scale is expanded or the estimated onsite manpower is insufficient. As a result, the O&M manpower is insufficient. In this scenario, you can purchase IoT remote O&M or onsite O&M services to supplement O&M manpower.

IoT onsite OM service

5 x 8 onsite O&M services, including risk check, architecture check, and product usage, ensure stable service running. 1 month on-site service

IoT onsite assurance service for key projects

Onsite assurance service: provides O&M services, such as risk check, architecture check, and product use, to ensure stable running of customers' services. Total 20 person-day service, valid for one year, no more than 5 door-to-door visits

Prerequisites

  • The customer has purchased HUAWEI CLOUD IoT services.
  • Both parties agree and confirm the solution content, and complete the contract signing.
  • A dedicated team is responsible for the O&M of the onsite environment.

Applicable Scope

  1. Service Content Covered

    During the entire process, HUAWEI CLOUD is responsible for the following:

    • Product scope: IoT cloud service
    • O&M and management service: Handles alarms, locates, demarcates and rectifys faults, modifies configurations, patches, and upgrades, and performs routine system monitoring and inspection.
    • Service contact person: Serves as the contact person for customer single-point communication, accepts customer complaints, suggestions, and questions, traces and closes faults, changes, and problems based on the process, and answers simple questions.
  2. Service Content Not Covered

    Huawei O&M and managed service engineers are only responsible for the SOW service. The following services that are not included in the service scope need to be paid extra. Services that are not included in the service scope include but are not limited to the following:

    • Service customization service and optimization service.
    • On-site software upgrade implementation service and equipment expansion and upgrade implementation service.
    • Device authentication, data migration, and data cleansing.
    • Application-related work, including programming, scripting, configuration, management, application analysis, system analysis, and so on.
    • Relocation service.
    • Leave the permanent site to perform maintenance and related work in other cities. (Note: Expenses may include but are not limited to travel expenses, accommodation expenses, and additional communication expenses.)
    • Related work beyond normal working days and working hours at the request of the customer (note: overtime pay and allowances are involved).
  3. Service Regions

    Global

Delivery Process

No.

Service Process

Work Content

Content Description

1

Service preparation phase

Requirement communication

Huawei fully communicates with the customer about the O&M personnel's requirements, such as the service type, service duration, and engineer level.

2

Requirement confirmation

Huawei collects customer requirements, evaluates resources, and confirms customer O&M service requirements.

3

Contract signing

Huawei provides the O&M service quotation. After the two parties reach an agreement on the contract content, the contract is signed.

4

Service implementation phase

Personnel confirmation

After the contract is signed, Huawei provides the O&M engineers who meet the contract requirements and communicates with the customer about the O&M engineers.

5

Personnel admission

After the O&M engineer is selected, enter the site according to the customer's requirements. (not involved in remote O&M)

6

Personnel training

After the O&M engineers enter the site, they provide training on industry specifications based on customer requirements. (not involved in remote O&M)

7

Routine O&M

O&M engineers provide routine O&M services specified in the contract and output weekly O&M reports, monthly O&M reports, and delivery quality assessment forms as required.

8

Service close-out phase

Exit and renewal communication

Remind the customer one month before the service period specified in the contract expires, and communicate with the customer about whether to renew the lease.

9

Service acceptance

During the service period, the O&M engineer provides the service delivery completion report periodically, and the customer signs the report for acceptance.

10

Personnel departure

The O&M engineer completes the handover of documents and accounts and leaves the site on time. The service process ends.

Deliverables

No.

Service activities

Deliverables

1

Routine inspection

Routine Inspection Report

2

Change implementation

Change Order

3

Emergency recovery

Emergency Fault Recovery Report

4

Troubleshooting

Troubleshooting Report

5

Weekly O&M

Engineer Work Weekly Report

6

Monthly service delivery

Delivery Quality Assessment Form

7

Monthly O&M

Monthly Work Report of Engineers

8

Service delivery

Project Service Delivery Completion Report

Responsibility Division

  1. Huawei Cloud and Customer
    • Within the service scope of HUAWEI CLOUD IoT Expert Service, both parties agree and confirm the service objectives and scope.
    • Both parties agree and confirm the project management plan;
    • Both parties agree on, confirm, and review the solution.
    • Complete the contract signing.
  2. Huawei Cloud
    • Receive the requirement application from users, and coordinate experts to implement and escort related services remotely or on site.
    • Before the service, prepare the service plan and quotation list based on the service items selected by the customer for the customer to review and confirm.
    • During the service period, implement the service according to the confirmed service plan and prepare the deliverables.
    • After the service is complete, provide the deliverable list based on the selected service items.
    • HUAWEI CLOUD needs to specify the project owner. If Huawei personnel change due to special circumstances, HUAWEI CLOUD needs to notify the customer three working days in advance until the final project acceptance is complete.
    • After HUAWEI CLOUD obtains the authorization from the customer, the authorization data can be used only for the service content involved in the service.
  3. Customer
    • The customer assigns a project owner to assist HUAWEI CLOUD in implementing the service. The owner shall be responsible for the coordination and management of both parties, and shall be responsible for the review and acceptance of services provided by HUAWEI CLOUD.
    • The customer needs to provide accurate service-related information, including but not limited to IoT strategic goals, project objectives and scope, and key service-related information.
  4. Responsibility Matrices

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

    R: responsible; S: supportive.

    No.

    Process

    Huawei

    Customer

    1

    Develop the Service Statement of Work (SOW) based on the customer's requirements.

    R

    S

    2

    Arrange qualified engineers to stay at the customer's site.

    R

    -

    3

    Determine the only permanent work place for the resident engineer, provide the appropriate working environment, and ensure the safety and health of the work environment. (not involved in remote O&M)

    -

    R

    4

    Provide on-site engineers with access to software and hardware required for their work, formal authorization for data access required by open networks and service delivery, appropriate cooperation/management personnel, and other relevant resources. (not involved in remote O&M)

    -

    R

    5

    Routine maintenance assistance.

    R

    S

    6

    Follow up and escalate issues.

    R

    S

    7

    Routine inspection and report.

    R

    S

    8

    Proactive O&M service.

    R

    S

Acceptance Criteria

Submit deliverables for each service sub-item based on the following criteria. Click the acceptance confirmation, signature, or seal on the customer's official website as the basis for service acceptance.

No.

Service activities

Deliverables

1

IoT O&M and Management Service

Within the service period, provide various service reports (6 service deliverables) by period, and the customer signs and accepts the reports.

We use cookies to improve our site and your experience. By continuing to browse our site you accept our cookie policy. Find out more

Feedback

Feedback

Feedback

0/500

Selected Content

Submit selected content with the feedback