Key Event On-Duty Service

Overview

Key Event On-Duty Service safeguards customer services during peak hours or key events, such as promotions, holidays, service rollouts, and cloud exhibitions.

Service Content

1. Service Specifications

   Phase	Service Item	Basic Edition	Standard Edition
   Pre-assurance	Requirement survey	√	√
   	Solution	√	√
   	Risk inspection	√	√
   	Security evaluation		√
   	Capacity evaluation		√
   	Performance test		√
   During-assurance	On-duty team	√	√
   Post-assurance	Assurance summary	√	√

2. Service Content

   Phase	Service Item	Service Content
   Pre-assurance	Requirement survey	Communicates with customers on assurance scenarios, time, service scope, and objectives.
   	Solution	Provides assurance solutions according to customer requirements and objectives.
   	Risk inspection	Performs routine inspections to identify risks, and provides recommendations.
   	Security evaluation	Checks cloud service security configurations and provides optimization recommendations.
   	Capacity evaluation	Provides optimization recommendations based on service status and predicted peak provided by the customer.
   	Performance test	Conducts performance tests based on customers' performance requirements and workload features to identify customer system bottlenecks. Note: This service item applies only to performance tests supported by CPTS and does not include the fees (for VUM packages, test clusters, bandwidth, and EIP) generated by using CPTS during tests.
   During-assurance	Assurance team	24/7 support, Technical Account Manager (TAM), and War Room experts
   Post-assurance	Assurance summary	Summarizes the work before and during the assurance and provides a summary report.

   Note:

   • By default, Key Event On-Duty Service provides remote assurance. If onsite support is required, additional pricing applies.
   • The Key Event On-Duty Service has two editions (basic edition and standard edition), with each provides a one-day remote assurance. If the actual remote assurance period is longer than one day, additional payment is required.
   • Security assessment checks risks based on security services provided by Huawei Cloud and provides optimization recommendations based on best practices. If attack-defense drills, security penetration tests, and graded protection certification are required, customers can purchase the Management Detection and Response (MDR) service.
   • Service items such as pre-service checks, drills, and tests, require customers' cooperation. If customers do not cooperate, Huawei Cloud is not responsible for and does not refund fees for any single service items. The on-duty team is not responsible for any service problems that occur because customers do not rectify the risks in timely manner after the on-duty team detects and notifies the customer of the risks.
   • The performance test mainly applies to web scenarios where the number of concurrent requests is less than 1 million. In other scenarios, the usage of the performance test needs to be evaluated based on the project. The CPTS need to be purchased separately.

Prerequisites

1. Customers shall apply for the service 10 working days in advance so that Huawei Cloud can assess the service feasibility.
2. Customers shall authorize Huawei Cloud to monitor and analyze cloud resources.
3. Customers shall not deny the recommendations or solutions confirmed by both parties without justified reasons.

Service Scope

1. Service Items covered
   1. Pre-assurance: Confirms the service scope and objectives, identifies risks, optimizes the service in terms of: capacity, security, and performance, and provides an assurance plan.
   2. During-assurance: Sets up a professional team to conduct resource inspections and an expert team to provide on-duty service.
   3. Post-assurance: Provides a summary report.
2. Service Items not covered
   1. Designing and O&M of application systems, including but not limited to customer application development, test, deployment, migration, and fault diagnosis
   2. Installation, configuration, patch update, test, fault diagnosis, and optimization of third-party software
   3. Internet Data Center (IDC) and hardware maintenance, including inspections, replacements, and diagnosis of network devices, servers, and storage devices

Service Process

"N" indicates the time when the service application is submitted. "Day" indicates a working day.

Both Huawei Cloud and customers should participate in the requirement confirmation. The two parties clarify service contents and results. If the two parties cannot reach an agreement, corresponding service contents cannot be provided.

Service Deliverables

Key Event Assurance Solution, Key Event On-Duty Service Summary

Responsibilities

1. Shared responsibilities
   1. Negotiate and confirm the service content and objectives.
   2. Sign the contract.
2. Huawei responsibilities
   1. Huawei Cloud accepts customers' applications and sets up an expert team for the service.
   2. Huawei Cloud provides service solutions based on the service status and peak traffics provided by the customer.
   3. Before assurance, Huawei Cloud performs pre-checks and proactive checks according to the service solution, and provides optimization recommendations.
   4. During assurance, Huawei Cloud works with customers to perform service system maintenance.
   5. During the assurance, Huawei Cloud arranges the expert team to ensure 24/7 emergency response and performs assurance according to the solution.
   6. After assurance, Huawei Cloud provides a summary report of the service.
3. Customer responsibilities
   1. Customers provide detailed and accurate information of assurance works and service objectives (such as work duration, service deployment, service rollout, and predicted peaks).
   2. Customers provide required facilities and authorization for Huawei Cloud.
   3. Customers review and confirm the service plan provided by Huawei Cloud, and implements optimization measures based on the recommendations provided.
   4. Customers take on major responsibilities for the assurance and need to perform related work.

Acceptance Criteria

When Huawei Cloud has provided the Key Event Assurance Solution and Key Event On-Duty Service Summary, and the customer has signed and sealed the Acceptance Report, or has completed online acceptance on the console, the service is accepted.