Statement of Work (SOW)

Service Overview

The IoT O&M and Management Service is a personalized and continuous O&M and management service for Huawei products purchased by customers remotely or at customers' designated workplaces. including helping customers prevent major faults or quickly rectify faults when faults occur, and providing on-site assurance actions for key projects.

Service Content

Prerequisites

• The customer has purchased HUAWEI CLOUD IoT services.
• Both parties agree and confirm the solution content, and complete the contract signing.
• A dedicated team is responsible for the O&M of the onsite environment.

Applicable Scope

1. Service Content Covered

   During the entire process, HUAWEI CLOUD is responsible for the following:

   • Product scope: IoT cloud service
   • O&M and management service: Handles alarms, locates, demarcates and rectifys faults, modifies configurations, patches, and upgrades, and performs routine system monitoring and inspection.
   • Service contact person: Serves as the contact person for customer single-point communication, accepts customer complaints, suggestions, and questions, traces and closes faults, changes, and problems based on the process, and answers simple questions.
2. Service Content Not Covered

   Huawei O&M and managed service engineers are only responsible for the SOW service. The following services that are not included in the service scope need to be paid extra. Services that are not included in the service scope include but are not limited to the following:

   • Service customization service and optimization service.
   • On-site software upgrade implementation service and equipment expansion and upgrade implementation service.
   • Device authentication, data migration, and data cleansing.
   • Application-related work, including programming, scripting, configuration, management, application analysis, system analysis, and so on.
   • Relocation service.
   • Leave the permanent site to perform maintenance and related work in other cities. (Note: Expenses may include but are not limited to travel expenses, accommodation expenses, and additional communication expenses.)
   • Related work beyond normal working days and working hours at the request of the customer (note: overtime pay and allowances are involved).
3. Service Regions

   Global

Delivery Process

Deliverables

Responsibility Division

1. Huawei Cloud and Customer
   • Within the service scope of HUAWEI CLOUD IoT Expert Service, both parties agree and confirm the service objectives and scope.
   • Both parties agree and confirm the project management plan;
   • Both parties agree on, confirm, and review the solution.
   • Complete the contract signing.
2. Huawei Cloud
   • Receive the requirement application from users, and coordinate experts to implement and escort related services remotely or on site.
   • Before the service, prepare the service plan and quotation list based on the service items selected by the customer for the customer to review and confirm.
   • During the service period, implement the service according to the confirmed service plan and prepare the deliverables.
   • After the service is complete, provide the deliverable list based on the selected service items.
   • HUAWEI CLOUD needs to specify the project owner. If Huawei personnel change due to special circumstances, HUAWEI CLOUD needs to notify the customer three working days in advance until the final project acceptance is complete.
   • After HUAWEI CLOUD obtains the authorization from the customer, the authorization data can be used only for the service content involved in the service.
3. Customer
   • The customer assigns a project owner to assist HUAWEI CLOUD in implementing the service. The owner shall be responsible for the coordination and management of both parties, and shall be responsible for the review and acceptance of services provided by HUAWEI CLOUD.
   • The customer needs to provide accurate service-related information, including but not limited to IoT strategic goals, project objectives and scope, and key service-related information.
4. Responsibility Matrices

   The following table provides responsibility matrix examples and can be modified as needed.

   R: responsible; S: supportive.

   No.	Process	Huawei	Customer
   1	Develop the Service Statement of Work (SOW) based on the customer's requirements.	R	S
   2	Arrange qualified engineers to stay at the customer's site.	R	-
   3	Determine the only permanent work place for the resident engineer, provide the appropriate working environment, and ensure the safety and health of the work environment. (not involved in remote O&M)	-	R
   4	Provide on-site engineers with access to software and hardware required for their work, formal authorization for data access required by open networks and service delivery, appropriate cooperation/management personnel, and other relevant resources. (not involved in remote O&M)	-	R
   5	Routine maintenance assistance.	R	S
   6	Follow up and escalate issues.	R	S
   7	Routine inspection and report.	R	S
   8	Proactive O&M service.	R	S

Acceptance Criteria

Submit deliverables for each service sub-item based on the following criteria. Click the acceptance confirmation, signature, or seal on the customer's official website as the basis for service acceptance.