Statement of Work (SOW)

Service Overview

In the digital transformation process, more and more enterprises choose to migrate their services to the cloud. Deterministic Database Management Service is intended for customers who have purchased Huawei Cloud basic resources and have deployed the relational database (MySQL only) by themselves, or have purchased and are using Huawei Cloud databases, but lack a professional O&M team, or have such a team but with insufficient skills, or need a long time and high costs to build their own O&M teams. It provides customers with managed services, including 8/5 or 24/7 monitoring, alarm handling, routine O&M, and inspection, as well as the Database Access Service to ensure service stability, reduce costs of building their own O&M teams, and improve O&M efficiency.

Service Content

Provides 5*8 or 7*24 monitoring, alarm handling, routine O&M, and database access services for customers' self-built databases and cloud databases.

Prerequisites

• The customer needs to apply for this service at least 20 working days in advance so that Huawei can evaluate the service scale in advance, sign the contract with the customer for database managed service authorization, and arrange Huawei personnel for the project in advance.
• Before signing the contract with the customer for application hosting, both parties should specify the service content and delivery scope of the Deterministic Database Management Service.
• All work records and documents of this project are in Chinese and provided based on Party A's requirements. The electronic documents submitted are in Microsoft Word, Microsoft PowerPoint, and Microsoft Excel formats.

Service Scope

1. Supported Services
   • Applicable databases: For the Self-built Database Managed Service, only MySQL is applicable. For the Cloud Database Managed Service, databases including GaussDB(for MySQL), RDS for MySQL, GaussDB, RDS for PostgreSQL, RDS for SQL Server, and RDS for MariaDB are applicable.
   • O&M management: monitoring and alarm, service desk and ticket handling, event management, issue management, change implementation, fault recovery, SLA management, major fault review, and project management.
   • Change implementation: once a week.
   • Version upgrade: The database version is upgraded once every quarter.
   • Proactive prevention: inspection service, data backup, and performance optimization.
   • Database access: one-off tool interconnection services for databases of certain specifications (10 instances).
2. Unsupported Services
   • Customer service deployment
   • Customer-developed applications
   • Third-party applications purchased by customers
   • Cloud platform and service architecture optimization design
   • Adaptation before the database version upgrade and service verification after the upgrade
   • Operations related to application data, including data export, import, restoration, and processing
   • Commitment to issue handling SLA and recovery duration, identification of the root cause of database problems, or provision of patches
   • Services such as SQL rollout review, database security, development specifications, and HA design. Only O&M assistance services such as 8/5 or 24/7 monitoring and alarm handling, routine O&M, and proactive O&M are provided.
   • Other services that are not specified in the contract
3. Service Region

   Outside the Chinese mainland.

Service Process

Delivery flowchart of Deterministic Database Management Service:

Delivery flowchart and description of Deterministic Database Management Service:

Service Deliverables

Responsibility Matrix

1. Responsibilities Shared by Huawei and Customers
   • Negotiate and confirm specific requirements and objectives.
   • Negotiate and confirm project management plans.
   • Negotiate, confirm, and review solutions.
   • Sign a contract.
2. Huawei Responsibilities
   • Huawei Cloud specifies a project owner. The customer should be notified of any personnel changes three working days in advance until the project is accepted.
   • Huawei Cloud can only use the authorized data for the Deterministic Database Management Service.
   • Huawei Cloud provides customers with the Deterministic Database Management Service and offers service deliverables in each phase of the service process according to the contract.
3. Customer Responsibilities
   • The customer assigns a project owner to coordinate between the two parties and to manage, review, and accept services provided by Huawei.
   • The customer provides service system details, including but not limited to application architectures, deployment architectures, resource quantity, and performance.
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	Routine O&M	Monitoring and alarm: Handles monitoring and alarm exceptions. Provides 8/5 or 24/7 real-time monitoring for databases on the live network and handles the detected alarms and issues. Service desk and ticket: Handles faults on the service desk. Handles service exceptions of a single user or a small number of users in the call center, timely handles service desks and tickets and responds to and closes tickets within the SLA scope. Event management: Notifies, tracks, and closes the event. Promptly notifies the customer service personnel of the fault and continuously monitors and tracks the event until it is closed. Issue management: Tracks and closes issues. Continuously monitors and tracks any issues that arise on the live network until they are closed. Change implementation: Implements the live network change according to the implementation guide provided by the customer. The change implementation includes change handling, change preparation, solution review, and change implementation. The customer performs the change verification and confirms the results once a week. Fault recovery: In case of an emergency fault in the database on the live network, the O&M team performs the emergency recovery. The team's O&M activities include fault handling and recovery, but the recovery duration is not promised. Fault diagnosis and analysis: Collects fault information and performs preliminary analysis, but does not promise to rectify the fault. Database upgrade: Upgrades the database version based on customer and service requirements. SLA management: Controls the overall SLA fulfillment. Major fault review: Reviews major faults. Assists customers in reviewing major faults on the live network and outputting root cause analysis reports, but does not take responsibility for the root cause analysis.	R	S
   2	Proactive O&M	Inspection service: Weekly inspection and check. Checks the database health and performance every week, including the database status, space, and logs. Data backup: Data backup management. Checks the execution and remote processing of automatic database backup tasks. Performs local and remote backup storage based on customer requirements to adapt to data restoration in different scenarios. Performance optimization: Analyzes the performance of databases within the O&M scope, locates and analyzes items to be optimized, and proposes optimization solutions. The implementation of the optimization solutions is not guaranteed.	R	S
   3	Communication with Customers	Customer meetings: Holds regular meetings with customers, such as daily/weekly/monthly service quality meetings, change meetings, and fault meetings. Attend customer meetings, including preparing meeting materials. Periodic operation reports: For example, daily, weekly, monthly, and quarterly reports. Quality reports (SLA/KPI, quality, value, progress, and service acceptance reports, excluding BOE reports such as user reports).	R	S
   4	Database access	Database access, account interconnection, account permission configuration, database log access and verification, database metric access and verification, and database alarm access and verification.	R	S
   5	Deliverable output	Output deliverables: Monthly Inspection Service Report, Troubleshooting Report, Version Upgrade Report, Monthly O&M Report, and Database Access Result.	R	S

Acceptance Criteria

• Yearly/Monthly billing (Self-built Database Managed Service(5*8) -overseas 1 - Asia, Russia, Latin America (Excluding Brazil); Self-built Database Managed Service(5*8) -overseas 2 - Europe, Africa, Brazil, Middle East; Self-built Database Managed Service(7*24) -overseas 1 - Asia, Russia, Latin America (Excluding Brazil); Self-built Database Managed Service(7*24) -overseas 2 - Europe, Africa, Brazil, Middle East; Cloud Database Managed Service(5*8) -overseas 1 - Asia, Russia, Latin America (Excluding Brazil); Cloud Database Managed Service(5*8) -overseas 2 - Europe, Africa, Brazil, Middle East; Cloud Database Managed Service(7*24) -overseas 1 - Asia, Russia, Latin America (Excluding Brazil); Cloud Database Managed Service(7*24) -overseas 2 - Europe, Africa, Brazil, Middle East): The service starts when the customer activates the order and ends when the contract/order delivery period ends. The service automatically passes the acceptance after it expires.
• One-time service (Database Access Service -overseas 1 - Asia, Russia, Latin America (Excluding Brazil); Database Access Service-overseas 2 - Europe, Africa, Brazil, Middle East): Huawei submits standard deliverables of each service subitem. If the customer accepts the deliverables, the customer needs to click the acceptance link on the Huawei Cloud console or sign and seal the Database Access Service Acceptance Report.