Statement of Work (SOW)

Service Overview

We offer comprehensive training services to help customers efficiently utilize the various capabilities of the O&M Platform, enabling our customers to perform O&M independently. Through systematic training and technical support, we assist customers in reducing O&M costs while improving system stability and service continuity.

Service Content

Prerequisites

• Customers should apply for this service at least 20 working days in advance, assess the scale of the customer's cloud platform in advance, sign an authorization contract with the customer, and arrange Huawei's human resources to be involved in the customer's project in advance.
• Customers should provide the necessary teaching locations at the start of the project, including classrooms, meeting rooms, network facilities, effective telephone or video conferencing facilities, projectors, whiteboards, etc.
• After Huawei undertakes the service, customers should provide the necessary research time and relevant materials to assist Huawei in conducting consulting and research services.
• All work records and documents for this project will be in Chinese as the working language and will be provided according to the needs of Party A. The submitted electronic documents will be in Microsoft Word, Microsoft PowerPoint, and Microsoft Excel.
• Both parties agree on the consulting service objectives and complete the contract signing.

Service Scope

1. Items Covered
   • Targeted at CXOs/Operations Directors/Key Operations Personnel, sharing the fundamental capabilities of Huawei Cloud's operations platform, including the use of various operational tools, business processes, scheduling plans, etc.
   • Targeted at CXOs/Operations Directors/Availability Architects, sharing the systematic thinking of Huawei Cloud's design and deployment states, including the measurement of business availability and SLO system design, availability architecture design and key indicator design, and enterprise practice cases.
   • Targeted at CXOs/Operations Directors/Key Operations Personnel, sharing the systematic thinking of Huawei Cloud's operational state, providing a comprehensive introduction to core capabilities from fault observability to fault warning, rapid fault recovery, and scenario drills.
2. Items Not Covered
   • This service is solely responsible for the operation and maintenance training services as determined by the contract or purchased through the official website's order page. It does not cover issue troubleshooting, software design, or routine operation and maintenance changes.
3. Service Regions

   Overseas 1 - Asia-Pacific, Russia, Latin America (excluding Brazil)

   Overseas 2 - Europe, Africa, Brazil, Middle East

Service Process

• O&M Platform Usage, Resilience, and Fault Training Services

  Submitting a service request > Confirming service requirements > Accepting service order > Delivering this Training > Training acceptance

  The following table describes the training service process:

  Process	Description
  Application submission	Party A submits a request for the training service. Party B discusses the service requirements with Party A.
  Confirm service requirements	Both parties reach an agreement on the intended audience, training content, training place, training price, and others.
  Order confirmation	Party A places an order. After confirming the order, Party B arranges the training.
  Deliver the training	Party B delivers the Training in the agreed location within the specified period.
  Accept the training	Party A confirms and accepts the training deliverables on Huawei Cloud official website.

Service Deliverables

Responsibility Matrix

1. Shared Responsibilities
   • Negotiate and confirm specific service requirements and objectives.
   • Both parties agree on the project management plan.
   • Negotiate, confirm, and review solutions.
   • Both parties sign a contract.
2. Huawei Responsibilities
   • After accepting the service request, Party B shall arrange for lecturers to deliver this Training.
   • If this Training is to be delivered at the Huawei Global Training Center in Hangzhou, Party B shall ensure the place of performance is available. If this Training is to be delivered at a place of performance provided by Party A, the lecturers of Party B shall deliver this Training in the place designated by Party A.
   • Party B shall provide printed or electronic training materials.
   • After the training, Party B shall produce a training report.
3. Customer Responsibilities

   Party A shall assign a project owner to help Party B with the training project. The project owner shall oversee the coordination between both parties, and review and accept the training service.

   • Party A shall confirm service requirements, training content, training time, training place, and other matters.
   • If Party A requires the training be delivered at their own location, party A shall provide the location for training.
4. Responsibility Details
   • O&M PLATFORM Implementation and Maintenance

     The following table provides an example responsibility matrix and can be modified as needed. R: responsible party S: supporting party
     Service Process	Service Subcategory	Content	Customer	Huawei
     Training Preparation	Lesson Preparation	Receive customer training requirement requests and coordinate instructor resources for lesson preparation.	S	R
     	Training venue	The lecture location is customer confirmation and the cost is borne.	R	S
     	Training Materials	Provide training materials in either paper or electronic format.	S	R
     Training Acceptance	Training Report	After the training concludes, a summary report of the training services will be provided based on the actual circumstances of the training.	S	R

Acceptance Criteria