Enterprise Care Plan

The Enterprise Care Plan service provides proactive notifications of industry emergencies (such as newly identified security vulnerabilities, viruses, and backbone network faults), Huawei Cloud change events, and new product or feature release events that may affect your services, and corresponding consultation and guidance. Huawei Cloud addresses your immediate needs but also deeply understands and consistently monitors your long-term requirements for cloud services. Instead of relying on passive responses, Huawei Cloud takes a proactive approach to help you achieve stable service growth. Huawei Cloud works closely with you, thoroughly explores your needs, and continuously enhances service experience. Through ongoing innovation and professional support, Huawei Cloud is dedicated to comprehensively improving your satisfaction.

The Huawei Cloud Enterprise Care Plan service includes:

Incident support: For incidents such as operating system vulnerabilities, critical third-party software vulnerabilities, virus outbreak, hacker attacks, and backbone network faults caused by natural disasters, the service support team will immediately contact you in addition to sending routine emails, messages, and subscription notifications.

Cloud platform change support: Before any platform change, if the expert team determines that a change will affect your services (within the SLA scope), the service support team will contact you immediately.

Competency improvement for major product or feature releases: Following a major product or feature release, the service manager will assess its potential to improve business competitiveness or address any other concerns you may have. If deemed impactful, the service manager will promptly reach out to provide training related to the new product or feature.

The details are as follows:

1. Incident Support

Objectives

Proactively inform customers of the incident in a timely manner and provide corresponding consultation and guidance to minimize the impact of the incident on customers' services.

To provide professional guidance and resources to help you handle security and operation incidents, such as vulnerabilities, attacks, viruses, and network faults.

Content and Process

The following flowchart illustrates the incident support process.

Incident monitoring and warning

• Huawei Cloud continuously monitors security trends in the industry, including OS vulnerabilities, third-party software vulnerabilities, and virus outbreaks.
• Huawei Cloud uses threat intelligence platforms and monitoring tools to quickly identify potential risks and keep you informed in real time.

Incident severity evaluation

Huawei Cloud provides different levels of responses based on the potential impacts of an incident on services.

• Level-1 incidents (high-risk): incidents that cause direct and major threats, for example, serious vulnerability exploits or virus outbreaks
• Level-2 incidents (medium-risk): incidents that have potential threats but have limited impacts, for example, network interruptions and zero-day vulnerabilities
• Level-3 incidents (low-risk): incidents that have minor impacts and can be fixed easily

Guidance and Suggestions formulation

The Huawei Cloud expert team quickly develops a guidance and suggestions based on the nature of the incident. often include vulnerability fix, patch application, emergency isolation, and data restoration.

Notifications

The service support team organizes the notification elements and delivers notifications based on the evaluation results concluded by the expert team. Then, they will send you the notifications as well as guidance and suggestions via SMS messages, emails, and various platforms.

Guidance and Suggestions implementation

You are responsible for implementing the guidance and suggestions provided by the expert team.

Incident communication and coordination

• The Huawei Cloud service support team immediately starts an emergency response process and communicates with you in real time.
• If necessary, Huawei Cloud will coordinate internal expert teams or external resources (such as the vendor's security teams) to work together.

Post-incident evaluation and improvement

• Huawei Cloud reviews the incident handling process and summarizes the experience and any lessons learned.
• Huawei Cloud also offers improvement suggestions (such as system upgrades and improved security policies) to reduce the risk of any similar events occurring in the future.

2. Cloud Platform Change Support

Objectives

• To proactively evaluate the potential impacts of changes to the cloud platform on your services.
• To communicate with you and provide professional risk assessment and formulates best-fit guidance and suggestions.
• To ensure service continuity and comply with the SLA.

Content and Process

The following flowchart illustrates the cloud platform change support process.

Change impact evaluation

• Before each cloud platform change (such as system upgrade, maintenance, and architecture adjustment), the Huawei Cloud expert team comprehensively analyzes the potential impacts on your resources, services, or business.
• The team then develops the impact assessment report based on the SLA and service dependencies.

Guidance and Suggestions formulation

• Huawei Cloud confirms the scope of impacts on services, for example, in terms of service availability, performance, or data access.
• Huawei Cloud then provides detailed suggestions, for example, changes to system configurations, data backup plans, or resource expansion.

Notifications

The service support team organizes the notification elements and delivers notifications based on the evaluation results concluded by the expert team. Then, they will send you the notifications as well as guidance and suggestions via SMS messages, emails, and various platforms.

Guidance and Suggestions implementation

You are responsible for implementing the guidance and suggestions provided by the expert team.

Support for change implementation

• During the change implementation, the service support team will keep in touch with you in real time to track progress.
• If an incident occurs, the technical team quickly responds and adjusts the guidance and suggestions to minimize the impacts on services during the change.

Follow-up

• After the change is complete, Huawei Cloud asks you to confirm the change and provides you with a detailed change impact report.
• They will also summarize the experience and recommend optimizations to reduce risk.

3. Competency Improvement for Major Product or Feature Releases

Objectives

• To help you quickly understand newly released products or features and evaluate their service value and application scenarios.
• To provide dedicated support to ensure that the new products or features can be quickly applied and generate value.
• To improve your awareness and trust in Huawei Cloud products and enhance your service competitiveness.

Content and Process

The following flowchart illustrates the process for improving competency with newly released major products or features.

Product/feature release

The product team summarizes the new product or feature publicity content and sends it to the service support team.

Service customer selection

• The service support team determines whether to provide services for you based on the new product or feature documents provided by the product team.
• The team prepares product documents, white papers, and video tutorials to help you get familiar with the new products or features.

Notifications

The service support team organizes the notification elements and delivers notifications. Then, they will send you the notifications as well as product documents via SMS messages, emails, and platforms.

Product/feature study

You study new products or features based on the product/feature documents provided by the service support team.

Q&A

Huawei Cloud actively answers product questions and helps your teams familiarize themselves with new products or features.

Dedicated technical support and business value co-creation

• Provide tailored technical support and help with test deployments and integration of new products or features.
• Help you solve technical problems and optimize the implementation effect during trial periods.
• Regularly pay return visits to follow up your feedback on new products or features, evaluate their business value, and provide optimization recommendations.