Help Center/ Professional Services/ Service Overview/ O&M and Management/ Deterministic SRE Support Services/ Statement of Work (SOW)
Updated on 2024-10-12 GMT+08:00
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Statement of Work (SOW)

Service Overview

Huawei Cloud Deterministic SRE Support Services provide professional O&M to improve service stability, backed by Huawei Cloud's advanced O&M technologies and extensive experience.

If you are on a tight budget, the Remote O&M Technical Support service is a great cost-effective option. It helps you manage your service tickets effectively in a timely manner and promptly handle major and urgent issues, and it immediately notifies you of key events.

The Remote O&M Technical Support service provides you with Faster Service Ticket Handling, Direct Expert Support, Dedicated Chat Group, Service Response SLA, Requirement Tracking, and Event Notifications.

Service Content

The following table describes the items of O&M Technical Support.

Service

Specifications

Item

Service Content

Application Scenario

O&M Technical Support

Remote O&M Technical Support (Monthly)

Faster Service Ticket Handling

If you need an issue handled quickly, you can send a service ticket number to the dedicated chat group. Your technical service engineer will help you and technical engineers communicate efficiently.

Quota: 10 times/month. Any quota remaining at the end of the month will not be rolled over.

If you are on a tight budget and want to purchase the service by month, this service item is a cost-effective option. It helps you manage your service tickets effectively in a timely manner and promptly handle major and urgent issues, and it immediately notifies you of key events.

Direct Expert Support

You can use a template to report urgent service faults to a dedicated chat group. Your technical service engineer will evaluate the fault impacts and contact R&D experts to address the issues as soon as possible.

Quota: 5 times/month. Any quota remaining at the end of the month will not be rolled over.

Dedicated Chat Group

You can communicate with your technical service engineer and receive major event notifications in a dedicated chat group.

If your support service expires, the group will be dismissed.

Note: If you are international Chinese enterprises, use WeCom groups. If you are local enterprises, use HUAWEI CLOUD WeLink chat groups.

Service Response SLA

The response time depends on the fault severity. Specifically, the response time for an unavailable core production system must be within 15 minutes, an unavailable production system within 30 minutes, a faulty production system within 3 hours, a faulty system within 8 hours, and general guidelines within 16 hours.

Requirement Tracking

If you submit any requirements for optimizing Huawei Cloud services, your technical service engineer will analyze and confirm the requirements, report them to R&D engineers, and notify you of the results. The rollout plan will be notified by Huawei pre-sales solution engineers only after the requirements are accepted.

This item is available for users who purchase the Remote O&M Technical Support for more than three consecutive months.

Event Notifications

If there are any emergencies, such as security vulnerabilities, viruses, and backbone network faults, or if there are any Huawei Cloud changes that may affect your services, your technical service engineer will promptly notify you in a dedicated chat group.

Faster Service Ticket Handling

Service Ticket Handling Package

If you submit a service ticket and want to speed up the processing, you can send a service ticket number to a dedicated chat group. Your technical service engineer will help you and engineers communicate efficiently.

Ten urgent service tickets can be processed per month. If the monthly quota is used up or if the subscription term ends, this package automatically expires.

If you want your service tickets to be quickly processed, you can purchase this service item.

Direct Expert Support

Service Ticket Handling Package

You can use a template to report urgent service faults to a dedicated chat group. Your technical service engineer will evaluate the fault impacts and contact R&D experts to address the issues as soon as possible.

Direct Expert Support is provided 5 times per month. If the monthly quota is used up or if the subscription term ends, this package automatically expires.

Customer's requirements for remote O&M, technical support, expert, and direct service

Prerequisites

  • You must apply for the Remote O&M Technical Support one working day in advance so that Huawei Cloud can arrange an appropriate technical service engineer for you.
  • If you have purchased this service, it is reckoned that the service content can meet your service requirements at the phase.
  • You perform O&M, and Huawei Cloud technical service engineer helps you with troubleshooting.

Service Scope

  1. Applicable Scope
    • Urgent consultation or reported faults about Huawei Cloud services reported in dedicated chat groups.
    • Proactive notifications of Huawei Cloud service changes or industrial emergencies (such as security vulnerabilities, viruses, and backbone network faults).
    • Urgent issues that need to be handled by the remote technical service engineer efficiently and professionally.
    • Requirements for using Huawei Cloud services. Huawei will evaluate the requirement feasibility and rollout period based on the requirements, service plans, and design.
  2. Inapplicable Scope
    • Code development.
    • Routine O&M of third-party software (including installation, patch update, testing, fault diagnosis, and optimization) and implementing suggestions on third-party software.
    • Internet Data Center (IDC) and hardware maintenance, including inspection, replacement, and diagnosis of network devices, servers, and storage devices.
    • Technical support services beyond Deterministic SRE Support Services.
  3. Regions

    Singapore

Service Process

Service Phase

Service Description

Confirm requirements
  1. The technical service engineer evaluates customer requirements.
  2. The technical service engineer aligns service items and information with customers

Place an order

Customers place an order.

Deliver services
  1. The technical service engineer assigns support personnel and creates a dedicated chat group (on the day after the order was placed).
  2. Huawei Cloud delivers services as purchased.

Accept

Huawei Cloud provides the Customer Service Ticket List or Customer Service Requirement List to customers. If customers confirm the acceptance, the services are accepted.

Service Deliverables

Service

Deliverables

Acceptance report

Remote O&M Technical Support

Customer Service Ticket List

Customer Service Requirement List

Huawei Cloud provides the Customer Service Ticket List or Customer Service Requirement List to customers. If customers confirm the acceptance, the services are accepted.

Responsibility Matrix

  1. Shared Responsibilities
    • Confirm service content.
    • Confirm the service delivery period.
    • Verify the solution for technical issues.
    • Sign a contract.
  2. Customer Responsibilities
    • Assign a project owner to help Huawei Cloud implement the services and to coordinate, manage, review, and accept the service.
    • Negotiate with the third-party vendor about its software problems during the Huawei Cloud service period.
  3. Huawei Responsibilities
    • Designate a project owner and notify customers of any personnel changes at least three working days in advance.
    • Use the authorized data for the O&M Technical Support but not for any other purposes.
  4. Responsibility Details
    R: responsible; S: supportive.

    No.

    Process

    Content

    Huawei

    Customer

    1

    Service activation

    Huawei Cloud helps customers place orders.

    R

    S

    2

    Service implementation
    • The technical service engineer assigns support personnel and creates a dedicated chat group (on the day after the order was placed).
    • Huawei Cloud delivers services as purchased.

    R

    S

    3

    Project acceptance

    Huawei Cloud provides the Customer Service Ticket List or Customer Service Requirement List to customers. If customers confirm the acceptance, the services are accepted.

    S

    R

Acceptance Criteria

Huawei must submit deliverables of service items. If customers click Accept on the Huawei Cloud console, they have accepted the deliverables.