Statement of Work (SOW)

Service 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 low-code platform that delivers consistent services across domains and clouds, speeding up application development.

Astro is a no-/low-code development platform designed for industry customers, partners, and developers. It enables visualized development and E2E deployment in all scenarios. With Astro, users can quickly build industry and enterprise applications, accumulate and reuse industry assets, and accelerate digital transformation.

Astro Technical Support is an after-sales service package for Astro software products. This service covers service overview and technical support and enables rapid system integration and swift application deployment to meet customer needs.

Service Content

Prerequisites

1. A customer must submit a request at least 10 working days in advance so that Huawei Cloud can evaluate customer requirements and arrange for technical training experts.
2. The delivery involves creation of multiple Huawei Cloud resources, such as Elastic Cloud Server (ECS), Elastic IP (EIP), Cloud Container Engine (CCE), API Gateway (APIG), and Elastic Load Balance (ELB) resources, which are not offered for free.
3. The customer and Huawei Cloud must reach a consensus on the objectives of the consulting service and sign a contract.

Service Scope

1. Items Covered
   • Introduces Astro along with its service items and its capabilities: template import, project building, script development, service orchestration, frontend development, application test, and application release. Note that specific functions vary by the purchased version, and this section is a sample overview.
   • Walks through the sub-services of Astro based on examples.
   • Provides professional support to solve problems encountered by customers, ensuring that they can use platform functions properly.
2. Items Not Covered
   • Customers' and third-party application systems
   • O&M tools not introduced by Huawei products
   • Services beyond Astro Technical Support

Service Process

1. Submit a service request: A customer submits a request for this service.
2. Confirm requirements: Huawei engineers process the service request and negotiate with the customer about the service scope and objectives.
3. Review and confirm the service order: Huawei submits the project solution, statement of work (SOW), and quotation. The customer confirms the service order.
4. Implement services: Huawei engineers are designated to deliver the service onsite or remotely in phases based on the SOW.
5. Accept services: Huawei completes the delivery, outputs an acceptance report, and initiates the acceptance and payment process.

Service Deliverables

Responsibility Matrix

1. Shared Responsibilities
   • Negotiate and confirm requirements and objectives.
   • Negotiate and confirm project management plans.
   • Negotiate, confirm, and review solutions.
   • Sign contracts.
2. Customer Responsibilities
   • Assign a project owner to help Huawei Cloud implement services. The project owner is responsible for coordination between the two parties and for reviewing and accepting the services provided by Huawei Cloud.
   • Provide service system information, including but not limited to application architecture, deployment architecture, resource quantity, and performance.
   • Tool support mentioned in all Huawei reports. The customer can provide existing tools to Huawei for O&M services. If the customer require custom Huawei tools, they shall bear related costs.
3. Huawei Responsibilities
   • Clarify the project owner and notify the customer of any personnel changes three working days in advance until project acceptance.
   • Huawei Cloud can only use the data authorized by the customer for this service.
   • Huawei assets, including but not limited to laptops and instruments.
   • Huawei's post-contract due diligence to verify the data collected prior to the contract. If the data proves incomplete or incorrect, Huawei has the right to modify the service specifications and fees based on the change control procedures.
4. Responsibility Details

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

   R: responsible; S: supportive.

   No.	Process	Content	Huawei	Customer
   1	Service overview	Introduces Astro along with its service items and its capabilities: template import, project building, script development, service orchestration, frontend development, application test, and application release. Note that specific functions vary by the purchased version, and this section is a sample overview.	R	S
   2	Technical support	Provides professional support to solve problems encountered by customers, ensuring that they can use platform functions properly.	S	R

Acceptance Criteria

Astro Technical Support follows the online/offline acceptance standards of Huawei Cloud professional services.

• Online: Huawei Cloud has submitted the required deliverables and implemented the service as agreed. The service runs stably for five working days following the completion. The customer confirms the acceptance on the Huawei Cloud official website. The service is complete.
• Offline: Astro Technical Support can be accepted only when the deliverables of the expert team meet the acceptance criteria defined in the project implementation management. The customer signs and seals the Acceptance Report of Astro Technical Support for xx Project in written form (including electronic copies), and uploads both the deliverables and acceptance report to the specified service directory for Huawei Cloud professional service acceptance.