Statement of Work (SOW)
Service Introduction
As Internet and cloud services have developed, content delivery networks (CDNs) have become essential for Internet access. However, their complexity requires continuous operations (accounting for 70% of the service workloads), maintenance, and optimization.
CDN services are related to the content distribution efficiency of customer services. Customers require more professional and high-quality services. To meet their needs, Huawei Cloud launches the CDN professional service solution, to provide value-added commercial services such as configuration, consulting, maintenance, and customization. This solution ensures a fast, stable, and reliable experience and improves customer satisfaction and loyalty.
Service Content
- CDN O&M Service - CDN Business Consulting Service
Service
Content
Application Scenario
CDN business consulting in Chinese mainland - Basic
Professional enablement and training, including the basic knowledge and usage guide of CDN, for customers in the Chinese mainland
Customers need enablement and training from Huawei Cloud CDN.
CDN business consulting outside Chinese mainland - Basic
Professional enablement and training, including the basic knowledge and usage guide of CDN, for customers outside the Chinese mainland
CDN business consulting in Chinese mainland - Professional
Customized consulting and training, including enablement, solution formulation, performance enhancement, and troubleshooting, for customers in the Chinese mainland
Huawei Cloud CDN experts provide personalized consulting or training services to meet customer's specific needs.
CDN business consulting outside Chinese mainland - Professional
Customized consulting and training, including enablement, solution formulation, performance enhancement, and troubleshooting, for customers outside the Chinese mainland
- CDN O&M Service - CDN Operations Customization Service
Service
Content
Application Scenario
CDN operations customization in Chinese mainland
Customized development for service scenarios in the Chinese mainland
Customer requirements exceed the default quotas (such as the number of domain names under a single account and the number of IP addresses in blacklists and whitelists) specified on the console. CDN experts need to evaluate the requirements and adjust the quotas based on service scenarios.
Customers require feature personalization, such as special log formats, anti-leeching requirements, origin pull rules, video seek, and authentication rules. CDN experts need to evaluate the requirements and design and develop solutions based on service scenarios.
Customers require an API quota (such as URL purge and file prefetch) which exceeds the rated quota on the official website, or they want to open non-standard ports.
For complex customer service logic, the script customization capability can be opened in each phase including request access, origin pull, and response. Scripts can be provided as plug-ins to implement stable and fast deployment on the entire network.
CDN operations customization outside Chinese mainland
Customized development for service scenarios outside the Chinese mainland
- CDN O&M Service - CDN Integrated Configuration Service
Service
Content
Application Scenario
CDN integrated configuration in Chinese mainland
For customers in Chinese Mainland who use services for the first time or migrate services on a large scale, solve problems such as low configuration efficiency, large migration volume, platform infrastructure selection and adaptation, and delivery difficulties, ensuring quick service rollout.
When a customer migrates services from competitors, CDN experts need to guide, analyze, evaluate, and assist in basic domain name configuration and complex configuration based on customer requirements. Configuration items include but are not limited to: (a) feature implementation, such as flexible origin pull beyond the console configuration scope, (b) domain name usage display, for example, the customer needs to display status codes, IPv6 bandwidth, and bandwidth after the floating coefficient is presented on the console.
Migration assurance
Before the migration: (a) Check domain name configuration items based on the configuration list provided by the customer, and perform internal tests or grayscale verification to ensure that the functions are complete and available. (b) Analyze the customer's service scenarios in detail and check items such as whether the quotas for purge and prefetch meet the requirements, whether the average file size is consistent with the service type, and whether large resources need to be prefetched. (c) Check origin servers.
During the migration: Make a step-by-step migration plan based on customer services, for example, migration by region and carrier.
After the migration: Configure fine-grained alarms and check the service status.
Initial access optimization for domain names: (a) Provide guidance and support for domain name configuration. (b) Deploy quality points of presence (PoPs) for precise nearby access. (c) Optimize the performance metrics that the customer is concerned about. For example, optimize the download rate and latency at the congestion control algorithm and protocol stack layer.
Platform infrastructure delivery support: Provide end-to-end delivery services based on the customer's requirements on platform infrastructure configuration planning, device selection, and adaptation during node construction to ensure that customers can quickly complete CDN platform infrastructure deployment.
CDN integrated configuration outside Chinese mainland
For customers outside China to use services for the first time or migrate services on a large scale, solve problems such as low configuration efficiency, large migration volume, platform infrastructure selection and adaptation, and delivery difficulties, ensuring quick service rollout.
- CDN O&M Service - CDN Assurance Service
Service
Content
Application Scenario
CDN assurance in Chinese mainland
Dedicated and high-quality monitoring, maintenance, and emergency response for major events in the Chinese mainland, such as service bursts, large-scale launches, and live sports
Customers need dedicated and high-quality monitoring, maintenance, and emergency response for major events such as traffic bursts, large-scale launches, live sports, and comprehensive O&M support.
Evaluate resource redundancy in advance for customer services by province and carrier to ensure abundant resources.
Analyze customers' daily services and configure fine-grained alarms from the overall domain name dimension and domain name + PoP dimension to monitor domain name access changes (bandwidth + QPS fluctuation), abnormal status codes (4xx and 5xx), and service performance fluctuation (such as the time to the first byte and average download speed).
Assign dedicated personnel for monitoring. The professional COC monitoring team of CDN monitors and handles alarms 24 hours a day, seven days a week, and periodically sends inspection reports based on key event assurance (KEA) requirements. During peak hours of major holidays, dedicated O&M personnel ensure service stability, notify customers when a fault occurs, and handle it immediately.
Identify risk items in advance, including but not limited to:
(1) Perform dialing tests on key resources on the entire network three to five days in advance and check whether the service performance is stable. (2) Suspend domain name changes one to two days in advance. If customers require the changes, record the changes in detail and verify the functions after change. (3) Identify other risks, such as whether domain names whose service area covers the Chinese mainland are licensed by the Ministry of Industry and Information Technology (MIIT) of China, HTTPS settings (whether the settings are correct and certificates are valid), and customer account fee.
Prepare emergency solutions for common CDN faults.
Assurance response SLAs: Respond to customer issues within 5 minutes. Start a war room to rectify faults within 30 minutes. For requirements, evaluate the time required.
CDN assurance outside Chinese mainland
Dedicated and high-quality monitoring, maintenance, and emergency response for major events outside the Chinese mainland, such as service bursts, large-scale launches, and live sports
CDN cooperative O&M support in Chinese mainland
Monthly comprehensive assurance, including quality analysis, service access support, and industry consulting, for carriers or VIP customers in the Chinese mainland
Provide monthly comprehensive O&M support for VIP customers, including but not limited to:
Establish a PoP service quality monitoring and evaluation system, periodically output analysis reports, promptly mitigate weaknesses, improve routine monitoring and inspection for PoP devices, detect abnormal devices in advance, and take emergency measures to ensure service stability.
Secure customer services during holidays and major events, support requirement analysis and breakdown and rollout plan tracking and implementation, and provide consultation and Q&A for related features.
Keep customers informed about market trends, news from other customers, and competitor strategies, enabling them to develop user growth plans, stay up-to-date on new CDN technologies, and enhance O&M quality and efficiency.
CDN cooperative O&M support outside Chinese mainland
Monthly comprehensive assurance, including quality analysis, service access support, and industry consulting, for carriers or VIP customers outside the Chinese mainland
Prerequisites
- Customers are using Huawei Cloud CDN or having CDN deployment requirements.
- Customers should apply for this service at least 10 working days in advance, so Huawei Cloud can evaluate their business objectives and service schedule.
- This service involves configuration operations and integration. Customer authorization must be obtained so Huawei Cloud can fulfill service content.
Service Scope
- Supported Service Items
- Technical service consulting and CDN product training
- Domain configuration analysis, design, and implementation in specific cases (such as large-scale and difficult configuration)
- Personalized development and maintenance
- Maintenance and assurance of important CDN services
- Requirement analysis, solution design, and joint team setup before KEA
- Comprehensive remote assurance to ensure stable workloads during KEA
- Assurance summary to extract useful experience for customers after KEA
- Unsupported Service Items
- Consulting, after-sales, and training that are not related to CDN services
- Integration configuration service related to non-CDN services
- Personalized services that are not related to CDN services
- Maintenance and assurance that are not related to CDN services
- Service Regions
In and outside the Chinese mainland (Asia Pacific, Russia, Latin America, Brazil, and Southern Africa, etc.)
Delivery Process
- CDN Business Consulting Service
- Huawei Cloud organizes experts to understand and evaluate requirements with customers.
- Huawei Cloud confirms the requirement scope and delivery objectives with customers.
- Huawei Cloud experts provide consulting and training services.
- Customers sign the acceptance report to accept the project.
- CDN Operations Customization Service
- Huawei Cloud organizes experts to understand customer requirements in detail and confirm the delivery objectives.
- Huawei Cloud experts design and output solutions.
- The project officially starts. Huawei Cloud experts perform development and adaptation.
- Huawei Cloud experts deliver the service. Customers accept the service and sign the acceptance report.
- CDN Integrated Configuration Service
- Huawei Cloud organizes experts to understand customer requirements in detail and confirm the delivery objectives.
- Huawei Cloud designs configuration solutions.
- The project officially starts. Huawei Cloud experts perform configuration.
- Customers sign the acceptance report after the service is delivered.
- CDN Assurance Service
- One-Off Billing
- Huawei Cloud organizes experts to understand customer requirements in detail and confirm the delivery objectives.
- Huawei Cloud designs the O&M support and assurance solution.
- During the project, Huawei Cloud experts provide real-time service monitoring, troubleshooting, and remote support.
- Huawei Cloud experts summarize the assurance, and customers sign the summary report.
- Yearly/Monthly Billing
- Huawei Cloud organizes experts to understand customer requirements in detail and confirm the delivery objectives.
- Huawei Cloud designs the O&M support and assurance solution.
- During the project, Huawei Cloud experts provide real-time service monitoring, troubleshooting, and remote support.
- Huawei Cloud experts upload the implementation progress on the service ticket details page. After the purchased service expires, the system closes the service ticket and the service ends.
- One-Off Billing
Deliverables
- CDN business consulting service
Service
Deliverable
CDN business consulting in Chinese mainland - Basic
Huawei Cloud CDN Business Consulting Service Summary Report
CDN business consulting outside Chinese mainland - Basic
CDN business consulting in Chinese mainland - Professional
CDN business consulting outside Chinese mainland - Professional
- CDN operations customization service
Service
Deliverable
CDN operations customization in Chinese mainland
Huawei Cloud CDN Operations Customization Service Summary Report
CDN operations customization outside Chinese mainland
- CDN integrated configuration service
Service
Deliverable
CDN integrated configuration in Chinese mainland
Huawei Cloud CDN Integrated Configuration Service Summary Report
CDN integrated configuration outside Chinese mainland
- CDN assurance service
Service
Deliverable
CDN assurance in Chinese mainland
Huawei Cloud CDN Assurance Service Acceptance Report
CDN assurance outside Chinese mainland
CDN cooperative O&M support in Chinese mainland
CDN cooperative O&M support outside Chinese mainland
Responsibilities
- Shared Responsibilities
- Negotiate and confirm specific requirements and objectives.
- Negotiate and confirm project management plans.
- Negotiate, confirm, and review solutions.
- Sign a contract.
- Huawei Responsibilities
- Huawei Cloud shall appoint a dedicated project owner. If there is a personnel change due to special reasons, Huawei Cloud shall notify customers three working days in advance.
- After Huawei Cloud is authorized by customers, Huawei Cloud shall only use the authorized data for CDN O&M Service and shall not use the data for any other purposes.
- Customer Responsibilities
- Assign a project owner to assist Huawei Cloud in implementing services. The project owner is responsible for coordination between the two parties and for reviewing and accepting the services provided by Huawei Cloud.
- Provide service system information, including but not limited to application architecture, deployment architecture, resource quantity, and performance.
- Provide details about promotion assurance, such as assurance duration, service details, and expected traffic peaks.
- Provide necessary assurance facilities and authorization to facilitate the work of the Huawei Cloud assurance team.
- Review and confirm the CDN assurance solution provided by Huawei Cloud and carry out optimization measures based on the suggestions provided.
- Provide necessary infrastructure and facilities for meeting venues.
- Responsibility Matrix
The following table provides responsibility matrix examples and can be modified as needed.
R: responsible; S: supportive.
- CDN Business Consulting Service
No.
Process
Content
Huawei
Customer
1
Requirement collection
Huawei Cloud organizes experts to understand and evaluate requirements with customers.
R
R
2
Solution design
Huawei Cloud CDN provides a solution.
R
S
3
Solution confirmation
Huawei Cloud CDN confirms the requirement scope and delivery objectives with customers.
R
R
4
Service implementation
Huawei Cloud CDN provides consulting.
R
S
5
Acceptance
Huawei Cloud submits standard deliverables for customer acceptance and evaluation.
S
R
- CDN Operations Customization Service
No.
Process
Content
Huawei
Customer
1
Requirement collection
Huawei Cloud organizes experts to understand customer requirements in detail and confirm the delivery objectives.
R
R
2
Solution design
Huawei Cloud CDN designs and outputs a solution.
R
S
3
Solution confirmation
Huawei Cloud CDN confirms the customized delivery solution with customers.
R
R
4
Service implementation
Huawei Cloud experts perform development and adaptation.
R
S
5
Acceptance
Huawei Cloud submits standard deliverables for customer acceptance and evaluation.
S
R
- CDN Integrated Configuration Service
No.
Process
Content
Huawei
Customer
1
Requirement collection
Huawei Cloud organizes experts to understand customer requirements in detail and confirm the delivery objectives.
R
R
2
Solution design
Huawei Cloud CDN designs and outputs a solution.
R
S
3
Solution confirmation
Huawei Cloud CDN confirms the configuration delivery solution with customers.
R
R
4
Service implementation
Huawei Cloud CDN migrates domain names and integrates configurations.
R
S
5
Acceptance
Huawei Cloud submits standard deliverables for customer acceptance and evaluation.
S
R
- CDN Assurance Service
No.
Process
Content
Huawei
Customer
1
Requirement collection
Huawei Cloud organizes experts to understand and evaluate requirements with customers.
R
R
2
Solution design
Huawei Cloud CDN designs an O&M support and assurance solution.
R
S
3
Solution confirmation
Huawei Cloud CDN confirms the service scope and delivery objectives with customers.
R
R
4
Service implementation
Huawei Cloud experts provide assurance services based on the service solution.
R
S
5
Acceptance
Huawei Cloud submits standard deliverables for customer acceptance and evaluation.
S
R
- CDN Business Consulting Service
Acceptance Criteria
- CDN Business Consulting Service
Online and onsite acceptance criteria: Huawei must submit standard deliverables of each service item. If customers accept the deliverables, they need to accept the services on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.
- CDN Operations Customization Service
Online and onsite acceptance criteria: Huawei must submit standard deliverables of each service item. If customers accept the deliverables, they need to accept the services on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.
- CDN Integrated Configuration Service
Online and onsite acceptance criteria: Huawei must submit standard deliverables of each service item. If customers accept the deliverables, they need to accept the services on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.
- CDN Assurance Service
- One-Off Billing
Online and onsite acceptance criteria: Huawei must submit standard deliverables of each service item. If customers accept the deliverables, they need to accept the services on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.
- Yearly/Monthly Billing
The delivery starts after customers log in to the Huawei Cloud console and activate the service. The delivery personnel upload the implementation progress on the service ticket details page. After the service expires, the system closes the service ticket, indicating that the service is complete. No further acceptance procedures are needed.
- One-Off Billing
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